Isha Chen

Isha Chen

National VP, Field Service Nihon Kohden
Isha Chen

Isha Chen is the National Vice President of Field Service at Nihon Kohden America, where she leads nationwide field service operations supporting patient monitoring, networking, and ventilator technologies across the U.S. With more than 15 years of experience in healthcare technology and service leadership, she has held roles spanning field service, lab automation, service sales, and operational strategy.

Prior to Nihon Kohden America, Isha held leadership positions at BD (Becton Dickinson), where she focused on service growth, operational transformation, and customer experience initiatives. She is passionate about building scalable service organizations, developing high performing teams, and helping transform service operations into strategic business drivers.

Laying The Foundation For A Changing Workforce

12:50 PM Keynote Panel Discussion: Realigning The Support Organization To Elevate The Customer Experience

Many service leaders are consolidating scattered support functions into a single organization to simplify the experience for customers, partners, and internal stakeholders. That kind of realignment can increase communication, centralize knowledge and streamline support response times. 

Panelists will share how to redefine roles and reporting structures, so the end-to-end support experience actually improves instead of getting bogged down in siloes 

  • Mapping the current support journey to design a singular experience across call centers, digital support, and field support
  • Redefining roles, job descriptions, and SOPs so people know where they fit in the new model
  • Securing buy‑in and assisting reluctant team members with effective change management practices to sustain momentum after new technology and processes go‑live
  • Regularly aligning support initiatives with organizational goals to ensure the support team is enabling overall growth 

Implementing New Service Models

9:00 AM Keynote Panel: Rethinking the Field Service Organization As A Customer Experience Driven Growth Engine

Field service is more than just a warranty obligation for installed equipment. Through consistent and direct interaction with customers, service teams can transform these relationships into customer experience driven growth engines. An industry leader will discuss how modern field service organizations are consolidating customer‑facing touchpoints (Customer service, tech support, field service, software support, etc.) into a single services business, to leverage service performance, boost revenue and margin, and offer new data‑driven offerings. 

  • Designing service operating models and P&Ls that bring together field service, technical support, and value‑added offerings, and connects them to clear revenue and margin targets
  • Identifying ways to monetize your install base (Spare parts, outcome‑based contracts, analytics and data services) without eroding customer trust or over‑promising
  • Reframing service's position in the company (with sales, finance, and the board) from a "necessary support" to a strategic profit center by highlighting KPIs and business cases that prove its results and potential 

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

Download The Latest Agenda