Three service professionals that truly made a difference

At the fourth annual ProCustomer Awards event during Pack Expo 2012, three support and service technicians were honored with plaques and recognition gifts for their initiative and commitment to customers. Each of the award recipients overcame tough circumstances to ensure that start up and/or line operation were optimum. This year’s champions represented Brenton, ID Technology, and Ossid.

Pro Mach’s ProCustomer initiative ensures that customers maintain peak packaging system productivity through best-in-class standards in aftermarket parts, service, and support.

The ProCustomer program assures all customers that service, technical support, training, product upgrades, and parts provided by Pro Mach businesses adhere to consistent standards of excellence. These standards are based on in-depth customer research and industry best practices. Pro Mach businesses strive to deliver service and support that meets or exceeds 13 key attributes for reactive, interactive, and proactive care, with an emphasis on improving packaging line productivity. 

Pro Mach President and Chief Executive Officer Mark Anderson introduced the 2012 champions to the more than 150 people attending the awards event. He said:

“Mike Alyounes of Ossid , within our Primary Packaging Business Unit, is a true ProCustomer champion. He consistently displays a ‘whatever it takes’ attitude to ensure that our customers’ equipment is running at peak performance. He listens. He understands customer needs and proactively makes system improvements. He has saved countless production hours supporting Ossid equipment as well as other customer systems that communicate with ours. He responds willingly regardless of time, day, weekend, or vacation. He manages issues immediately and never lets our customers feel they are alone.

“Recently, Mike was heading an installation and start-up that required a weekend of long hours followed by 12 in-plant hours on Monday. Mike was on the night flight home to get a fresh start on his next project when another customer had a late hour system failure that threatened production for the next day. Mike communicated with his customer on every stop during his flight and continued to support the customer when he hit the ground. Mike worked until 4 a.m. to get the customer’s system up and running at speed. He was in the office the next morning to start his next project.

“For Mike this type of response is the norm, not the exception. He routinely makes special arrangements so he can support our customers while vacationing or visiting his family in Saudi Arabia. He brings outstanding value to our customers and our business.”

“Tony Francis of Brenton, within our End-of-Line Business Unit, demonstrates strong technical skills, commitment to excellence, and the ability to put customers at ease. These attributes make Tony a go-to-guy for complex automation projects. Our customers routinely ask for him by name for new installations, acceptance testing, and service. He consistently delivers wins for customers in demanding situations.

“Recently, a customer’s engineer retired during a large, complex automation project involving multiple case packers, palletizers, and conveyors. The existing customer machinery had not yet been retrofitted to accept new installed equipment and the new engineer was not fully up to speed on the project. Tony worked diligently with the customer’s engineer to validate the new equipment, retrofit existing machinery, verify efficiency, and complete the integration. Tony’s take charge mentality, and his ability to relate to the customer and focus on results turned a potentially stressful integration into a win-win for our customer and Brenton.

“Tony’s professionalism and selfless attitude consistently delivers outstanding performance, while earning our customers’ trust. He is a true ProCustomer Champion.”

“Jason Rein of ID Technology, within the Identification and Tracking business unit, sets a high standard through his dedication to customer service, quality repair, and equipment installation. His positive attitude, outstanding attention to detail, and follow through have made him a customer favorite. He is a solid role model for ProCustomer values of proactive, reactive, and interactive customer support.

“Recently, Jason stepped in during the ‘11th hour’ to lead a critical new machine installation. He quickly got up to speed on the project, took charge, and worked closely with the customer for a successful install. The customer responded with a positive note praising Jason’s efforts – ‘Jason was awesome. Very satisfied. Thanks.’ For another customer, he proactively developed an interactive reference guide to help the customer walk through a challenging installation set up and maintenance issue. Jason routinely tackles challenging installations and identifies issues before they become a problem for the customer.

“Jason consistently goes above and beyond to provide quick, quality service and support. He is an asset to our customers and our business. He is a true ProCustomer Champion.”