Brian Craft

Director US Field Service – East Alcon

Brian Craft has over 30 years’ leadership experience in field service, professional service, asset management and service operations. His experience spans over start-up, growth, and mature corporations in the pharmaceutical, biotechnology and medical device markets. In his current role as US Field Service Director, at Alcon, he leads the field service efforts to transition to a connected, predictive analysis model. Brian holds a BA in Computer Science from Louisiana Tech University.

Day Two: November 18, 2025

3:20 PM PANEL DISCUSSION REMIX: Measuring the Right KPI’s to Grow a Successful (and Profitable) Service Organization

Customer expectations have changed, and field service companies must keep pace with those changes. One of the most important ways to stay competitive is by identifying and tracking the right KPIs. But which metrics truly move the needle—and how do you respond when they don’t trend the way you want?

Join this panel of service leaders as they reveal the KPIs they prioritize, why those metrics matter, and the real-world strategies they deploy when performance dips. Among the topics they’ll discuss:

Aligning KPIs with broader business goals to drive organizational impact
Disseminating KPIs to your teams and building performance evaluations around them
Using KPI trends to proactively identify training needs and process improvements
Project variance, norms, -

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

Download The Latest Agenda