Q: Tell us a bit about yourself - family, hobbies, and what you enjoy.
2024 has been a year full of change for me, both personally and professionally. In April, I got married and became a proud dad to my daughter. On the professional side, I took on a new role as Team Leader for Customer Service & Project Management at Essemtec.
In my free time, I love being outdoors - whether it’s mountain biking, hiking, or relaxing by the lake on our motorboat. One of my favorite ways to unwind is riding my motorbike through the mountains. It’s the perfect mix of Adventure and Peace.
Q: Can you share your career journey and how you ended up at Essemtec?
I’ve always had a passion for technology and machines. My career started in aviation, where I assembled mechanical parts for helicopters and airplanes. From there, I pursued a degree in mechanical design engineering and spent six years as a Mechanical Design Engineer. Later, I transitioned to Project Management in helicopter maintenance, working for companies like Aerolite and RUAG.
Even though I enjoyed my work, I wanted more opportunities to travel and face new challenges. That’s when I found Essemtec. It was the perfect fit - combining technology, customer interaction, and travel. I joined in 2017 as a Service Engineer, and in 2023, I became Team Leader for Customer Service & Training. In October 2024, I stepped into my current role, where my focus is on developing and optimizing project management processes at Essemtec.
Q: You’ve introduced a new project management approach for machine installations. How does it work?
We’ve implemented a project management framework to ensure smooth and efficient machine installations. Essentially, I serve as the single point of contact for the customer, which prevents confusion and streamlines communication. I coordinate with all stakeholders - customers, third-party vendors, and Essemtec departments like Sales, R&D, and Production - to keep the project on track, from setup to final acceptance and payment.
This approach ensures timely delivery, clear communication, and maximum performance, making the entire process more efficient and stress-free for our customers.
Q: Can you explain how training for Essemtec equipment works?
We offer two types of training to meet the needs of our customers and distributors. First, customer training is conducted directly on their own machines. This approach provides flexibility and allows us to customize the training to address specific requirements and challenges.
Second, we provide distributor training sessions twice a year in Aesch, as well as in Asia and the Americas. These sessions ensure our distributors are equipped with in-depth knowledge of our machines, software, dispensing processes, and maintenance procedures. Currently, we are updating our training programs with the latest features and advancements. All trainings are led by our highly skilled Service Engineers, who have technical expertise with hands-on experience.
Q: Despite high-quality equipment, issues can sometimes arise. How do you handle remote support and problem resolution?
Our machines are equipped with an automated system that sends critical error messages directly to Essemtec’s remote service hub. These messages include details like the machine’s serial number, error logs, and screenshots, helping our team to quickly find the root cause.
Our primary approach is to resolve issues remotely, and in most cases, this works. If replacement parts are required, we promptly schedule a service visit to minimize downtime and ensure a swift resolution. Our goal is to restore the machine to full operation as quickly as possible.
Q: Essemtec is known for the versatility and scalability of its equipment. How do customers benefit from the Retrofit & Upgrade program?
Our Retrofit & Upgrade program enables customers to stay competitive by enhancing the performance and capabilities of their existing machines, minimizing the need for replacement machines. Our Service Engineers, both on-site and remotely, are equipped with the latest information on upgrades. They help customers enhance their production by integrating new features or retrofits directly into existing machines.
This program allows us to provide tailored recommendations and improve production efficiency - all while ensuring customers can meet new standards and demands.
Q: To wrap up, can you tell us more about Essemtec’s Service Contracts?
Our service contracts are the ideal solution for customers to ensure their equipment operates at best performance. These contracts provide priority remote and on-site support to minimize downtime. Annual maintenance is included, helping to prevent unexpected machine failures and ensuring consistent reliability.
In addition, service contracts offer unlimited remote support, a service availability guarantee, and other benefits. This comprehensive package is designed to keep operations running smoothly and efficiently, giving customers the peace of mind they need to focus on their business.
Thank you, Pirmin, for sharing your insights and for your dedication to ensuring exceptional customer service at Essemtec!
