Brett Nelson

Director of Technology & Continuous Improvement ABB

With 17 years at ABB, Brett Nelson combines frontline Field Service experience, team management, and organizational leadership to drive modernized operations. He currently leads technology and continuous improvement programs that enhance scheduling and dispatch, optimize resource utilization, and embed analytics into daily decisions—turning data into faster response times, higher first time fix rates, and safer, more consistent outcomes. Brett partners across engineering, service, and customer teams to drive scalable, impactful change.

Day One: November 17, 2025

4:55 PM INNOVATION WORKSHOP: Delivering Seamless Customer Support When you DON’T Have a Connection

If remote monitoring is your business strategy, what happens when a customer won’t allow you to connect due to security concerns? How can you still deliver exceptional service and minimize downtime?

In this session, we’ll explore best practices for handling common field issues without a live connection, helping to reduce unnecessary returns and maintain customer trust. Some of the topics discussed:

Triaging techniques to quickly diagnose and prioritize incoming service calls
Setting up customer-assisted remote troubleshooting to walk users through resolutions, step-by-step
Equipping field teams with offline support resources and playbooks to drive first-time fixes.

Check out the incredible speaker line-up to see who will be joining Brett.

Download The Latest Agenda