Field Service East Conference Attendees Learn about Enhancing Customer Service Offerings from Trane


Field Service East Conference Attendees Learn about Enhancing Customer Service Offerings from Trane

Atlanta, Sept. 11, 2014 — Experts from Trane, a leading global provider of indoor comfort solutions and services and a brand of Ingersoll Rand, will discuss best practices to enhance service offerings during the Field Service East 2014 Conference. The conference, held Sept. 15-17, at the Westin Buckhead Atlanta Hotel in Atlanta focuses on strategies to increase customer satisfaction and improve service revenue.

Trane leaders will present and serve as panel participants in sessions addressing training program enhancement, enhancing the customer experience, improving building performance and incorporating mobile technology applications.

Greg Parker, director of customer care for Trane, will participate in two panel discussions. The first panel discussion focuses on establishing training programs that are accessible by workers in the field anywhere at any time. Attendees will learn about developing tailored training programs aligned with different skill sets, using gamification, simulations and three-dimensional work environments to train technicians without removing them from the field and continually building the knowledge base as products and customer environments become more complex.  

Presentation details:
Title: Developing Training Models for Remote Technicians
When: Monday, Sept. 15, at 10 a.m. 
Where: Grand Ballroom A, The Westin Buckhead, Atlanta Hotel, 391 Peachtree Road, N.E., Atlanta

Parker’s second panel discussion focuses on how to improve the customer experience at the field service level. Attendees will learn about leveraging end users’ experience to improve service, ensuring that a field force receives quality training on customer satisfaction and delivery and about incorporating social media and other online tools.

Presentation details:
Title: Interacting With a Field Service Engineer: Enhancing the Customer’s Perspective at Field Level  
When: Monday, Sept. 15, 5.30 p.m.
Where: Grand Ballroom A, The Westin Buckhead, Atlanta Hotel, 391 Peachtree Road, N.E., Atlanta

Anthony Trifiletti, director, Trane national service, will discuss how businesses can act on real-time equipment performance from smart, connected products and services to manage energy consumption, reduce operating costs and minimize environmental impact. As systems collect, interpret and act upon data, operational performance improves, building systems are more reliable and uptime increases. Intelligent building services support a predictive approach to customer service and maintenance that drives bottom line revenue and profits. Trifiletti will highlight case studies about how organizations have tapped into the industrial Internet and intelligent building services to improve the performance of its buildings.

Presentation details:
Title: Tapping into the Internet of Things to Drive Intelligent Building Services
When: Monday, Sept. 15, 5:10 p.m.  
Where: Grand Ballroom A, The Westin Buckhead, Atlanta Hotel, 391 Peachtree Road, N.E., Atlanta

Trifiletti also will participate in a panel discussion that addresses how to use mobile technology to improve service offerings. Attendees will learn how to provide technicians with better diagnostic tools and better analysis to reduce the number of service events. They also will learn how to evaluate cloud computing and network solutions to eliminate paper-based processes and how to implement driver-safety programs and GPS integration. In addition, they will learn about future mobile technology capabilities and their potential impact.

Presentation details:
Title: Utilizing Mobile Technology Advancements to Do More With Less
When: Tuesday, Sept. 16 at 3:30 p.m.
Where: Grand Ballroom A, The Westin Buckhead, Atlanta Hotel, 391 Peachtree Road, N.E., Atlanta

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About the Field Service East 2013 Conference
Field Service East, held Sept. 15-18 at the Westin Buckhead Atlanta Hotel in Atlanta, is a leading service and support event which attracts senior-level service and support professionals from 15 different manufacturing industries including aerospace, medical device manufacturing, hi-tech electronic, semi-conductor and capital equipment, construction, automotive, telecommunications equipment, energy, industrial and agricultural equipment and more.

About Greg Parker
Greg Parker is the director of customer care for Trane. He is responsible for leading the Trane heating, ventilation and air conditioning customer experience.  Parker also leads the technical training and field-college teams in service and contracting for Trane North America.  He has more than 18 years of experience in product and project management. Parker previously worked as a service director for Hussmann where he led the North American heating, ventilation, air conditioning and refrigeration building services and solutions business segments. He holds a bachelor’s degree in electrical engineering from Auburn University and a master’s degree in business administration from Indiana University’s Kelley School of Business.

About Anthony Trifiletti
Anthony Trifiletti is director of Trane national services. He has 12 years of industry experience and 23 years of operations and team leadership experience. In his current role, he is responsible for contract development and fulfillment for national heating, ventilation and air conditioning, facilities management, industrial refrigeration and remote/intelligent services. He also leads the Trane Intelligent Services Center with 24/7/365 operations. Trifiletti joined Trane in April 2003 as a project manager and has held roles of increasing responsibility since then. Prior to that, he served as an operations officer and a company commander in the U.S. Army. He has a Bachelor of Science degree in computer and information science from Ohio State University.

About Ingersoll Rand and Trane
Ingersoll Rand (NYSE: IR) advances the quality of life by creating comfortable, sustainable and efficient environments. Our people and our family of brands — including Club Car®, Ingersoll Rand®, Thermo King® and Trane® — work together to enhance the quality and comfort of air in homes and buildings; transport and protect food and perishables; and increase industrial productivity and efficiency. We are a $12 billion global business committed to a world of sustainable progress and enduring results. 

Trane solutions optimize indoor environments with a broad portfolio of energy efficient heating, ventilation and air conditioning systems, building and contracting services, parts support and advanced control. For more information, visit