TRUMPF reshapes after sales service structure

5th July 2017
Source: TRUMPF LTD
Posted By : Mick Elliott
TRUMPF reshapes after sales service structure

To reinforce its commitment to product development and customer service support operations, Luton-based TRUMPF, has made a major structural change in its after-sales organisational structure. Following extensive consultation with its customers and utilising the latest agile management concepts, TRUMPF is moving away from centralised service and technical support management, in favour of a regionalised structure.

“We want to be as close to our customers as possible, both as a company and as a management team. Communication is fundamental to understanding customer needs and reacting to them,” says Technical Director Lee Moakes “And we still believe the best form of communication is person-to-person and preferably, face-to-face.”

The company has centralised divisional departments. With a more horizontal management structure, senior and middle managers have increased capacity to focus on steering the business and implement change with greater agility than before. T

he centralised function is also still required to enable high level decisions to be made face-to-face and to facilitate planning and communication between the TRUMPF Groups.

A Decentralised regional management opens up three regional management positions and brings the management team closer to the customers and to the technicians to whom they report.

Each regional manager has a team of nine technical engineers and 200-300 customers. This provides an increase in communication, efficiency and focus for customers and technicians alike.

It allows greater understanding of the specific needs and requirements within their region.

Nathan Stephenson is the Technical Manager for the North and Neil Hinson is the Technical Manager for the Midlands.

Graham Jessop became General Manager of Technical Services last year and is a familiar face to UK customers. His career with TRUMPF has spanned many roles in software support, applications, consultancy, demonstrations and training.

To ensure maximum agility of the service department only Regional, Maintenance and the In-House Technical Managers report to the General Manager of Technical Services.

The In-House Technical Manager is another newly-created post at TRUMPF UK that amalgamates all internal technical services positions under one management role. This means that the software, applications and service personnel based in Luton form a single structure. This ensures greater alignment of this department with product development; TRUMPF machines and intelligent software are increasingly symbiotic with the growth of Industry 4.0, IoT and the SMART factory.

Benjamin Weller from TRUMPF in Germany has joined TRUMPF UK as In-House Technical Manager. He is implementing new processes and improvements within this department.

A new addition to the technical services structure, in response to the growing interest in Industry 4.0 and factory connectivity, is the creation of a TruConnect Industry 4.0 & IT specialist role. And in recognition of the need to decentralise training TRUMPF UK has also appointed its first regionalised software and machine operation trainer.


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