Every month, in "In conversation with...", we give the floor to one of Wout Monseurs' colleagues. This time, we talk to Rick, our technical service provider. Rick talks at length about his working days, his motivation, the latest developments, and special features of his profession.
You work in the technical department. What does your average working day look like?
We start the day with a delicious cup of coffee, check our email, and go over the schedule. If any malfunctions have been reported that morning, we schedule them and distribute them among the technical service team. Before we leave, we check whether any replacement parts are needed. Then we're ready to head to the first customer.
Upon arrival, we first discuss with the customer what the exact problem is and what they may have already done to solve it. We then proceed from there. Sometimes the entire machine has to be taken apart, which is great fun to tinker with. It could also be a software problem, in which case we contact the IT department and work together to see if we can solve it. Once everything is working perfectly again, we sign off with the customer and move on to the next malfunction!
You have been working at Wout Monseurs for some time now. What makes your work so enjoyable and challenging?
The variety of the work is great. No two days are the same! In the morning, you might have a malfunction at a law firm, and in the afternoon, we have to install a new printer on a cruise ship. In the meantime, you also get calls from customers who have questions about a printer. You try to find a solution for that too. In short, you're always busy, and that's what makes the work so much fun!
What makes Wout Monseurs, Wout Monseurs?
Wout Monseurs' top priority is customer service. We keep going until the problem is solved! If this is not possible, we look for another solution so that the customer's business does not come to a standstill.
There is a lot of talk about innovation in technology. How do you stay up to date with all the developments?
Our technical department attends various training courses and seminars at our suppliers' premises. This ensures that we remain certified technicians. And when new products are launched, we receive additional training on these too.
How do you experience personal contact with customers?
I really enjoy the personal contact with customers. Since we have direct one-on-one contact, we can quickly communicate with each other.
Are there any notable trends among customers at the moment? For example, do they need specific new systems?
Nowadays, customers increasingly want to print via the cloud, and higher demands are being placed on scan quality.
If so, what causes this?
This is mainly due to hybrid working. When staff work from home, they can print from home. Once they are back in the office, they can use a login system to retrieve the printouts from the cloud and print them. This system also works well for confidential documents, especially since you have to log in to the printer with your own account.
From your perspective, what is essential to have in the office? Why?
A printer or (depending on the required prints) a plotter is, of course, an essential piece of office equipment. Some documents simply need to be on paper. With multifunctional printers, scanning is also a useful option for digitizing paper documents.