Robert Pelz

Vice President of Customer and Sales Operations GOJO

At GOJO Industries, the Maker’s of PURELL®, Robert serves as the Vice President of Customer Operations. In this role he leads the strategy & deployment of teams responsible for post-sale customer operations including Sales Operations, Customer Service, Installation Operations, and Field Service.

With 20+ years of industry experience, Robert is a dynamic, results-oriented leader. With demonstrated achievement in driving successful service operations, performance improvement, and business initiatives to enhance the customer experience, profitability, and competitive advantage. He is passionate about motivating teams, operational excellence, and delivering on service commitments to drive customer success.

Through the last few recent years, he’s had the opportunity to lead advancing strategy, transforming teams, and delivering on a positive service experience.

Robert holds a Bachelor of Science in Mechanical Engineering and a Master’s Degree in Business Administration. He is also PMP® Certified and sits on the Advisory Board for Service Council™.

Day One: November 17, 2025

12:30 PM KEYNOTE PANEL DISCUSSION: Navigating Service Revenue Forecasting in an Era of Uncertainty

Service and support leaders are facing unprecedented challenges in forecasting revenue due to shifting tariffs, global instability, and unpredictable customer spending. With fluctuating material costs, time-and-materials pricing is risky, and customers are pushing back on price increases.

This panel discussion will offer actionable insights into how industry leaders are navigating these turbulent times.They’ll discuss:

Leading teams with resilience, confidence, and transparency during uncertainty
Renegotiating contracts to secure more predictable revenue
Optimizing supply chains in a cost-effective manner
Using scenario-based planning to navigate cost fluctuations
Utilizing data in innovative ways go glean insights and take action

1:10 PM ROTATING ROUNDTABLES: Service Strategies That Drive Productivity, Value, and Customer Success

In this dynamic, rotating roundtable session, you’ll participate in three focused discussions led by your peers - each spotlighting a proven strategy to boost customer productivity, minimize downtime, and deliver measurable value. Move through this series of timed discussions on:

Table #1: Remote support and self-service tools to meet customers where they are

Robert Pelz

VP Customer & Sales Operations

GOJO

Table #2: Commercializing service excellence to create premium offerings customers will pay for

Adam Hartong

Head of Global Bioprocess Service

Eppendorf Group

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

Download The Latest Agenda