Delivering topline service with a hands-on approach

By André Menge, Service Manager, Koenig & Bauer Durst

 

It’s been a whirlwind first three months in my new role as service manager for Koenig & Bauer Durst.

Coming from the semi-conductor industry, it was always going to be a steep learning curve. However, everybody has been so accommodating and welcoming as we continue to ramp up our service offering to our international customer base.

Everything is done with the customer always the prime focus. We strive for the highest possible standards and quality – all achieved through direct and open communications.

One of the highlights for me has been practical on-the-job training and meeting so many interesting people. It’s important to be ‘hands-on’ to expand my knowledge base.

Some people unaware of my job title at first were surprised when I wanted to do some practical maintenance during my initial two-week induction.

It’s not just pushing the button and being the voice at the end of a phone.

Having a close working relationship with the technicians who are on site and understanding the service tool is crucial.

My aim has been to soak up as much information as possible in the shortest possible time and get to know my colleagues from within Koenig & Bauer Durst, as well as colleagues from our two parent companies.

Helping to facilitate even better communication between all three companies is an important part of my role, as is visiting the customers to understand their requirements.

It is good to see how all the people are working so closely together. We are a great team!