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Meet the 2014 ProCustomer Champions of the Year

At Pro Mach's sixth annual ProCustomer® Awards event, five individuals were honored for their initiative and commitment to their customers. Each of the award recipients went above and beyond to ensure that start up and/or line operation were optimum.

Gary Horak from Allpax.

Gary has only been with Allpax for two years, but has quickly become a customer favorite and a go to technician for challenging situations. Recently, a customer asked Gary if he could speed up a product loader manufactured by a competitor, which wasn’t providing satisfactory support. Gary studied the machine then initiated an upgrade plan. He identified multiple software modifications and new parts that could be made to improve throughput.

With Gary’s help, output increased by 20 percent—a tremendous upgrade. The machine now outputs an additional 43,200 containers per shift. Here’s what our customer had to say: “Gary is an absolute professional and top notch technician. He has gone above and beyond my expectations.”

Gary’s customer service skills and commitment to excellence set a high standard. His strong skill set, positive attitude and performance have earned him the respect of his peers and our customers. Gary is a true ProCustomer Champion.

Gary likes to fish and spend time with his wife and children in his spare time.

David Setterstrom from Brenton

David is a 23-year Brenton veteran who consistently goes above and beyond to ensure our customers receive the best products and service possible. His professionalism and ability to translate complex concepts into easy to use information has made him invaluable to our customers.

Recently a key customer for multiple Pro Mach brands, wanted to learn how to create and program new pallet patterns into their recently installed Currie by Brenton robotic system. David quickly developed a training webinar tailored to their needs and conducted a three hour training session to ensure the customer knew how to create and add new patterns on their own.

Here’s what our customer had to say: “Dave is the greatest robot wizard I’ve ever met. I wish I had a couple months to work with him so that a little of his vast brilliance might rub off. He went way above and beyond his obligations. Dave’s a great guy and I suggest you give him a raise. Please thank him again for me.”

David enjoys attending his children’s sporting events, hunting and catching a good movie in his spare time.

Chris Burns from ID Technology

Chris is an 8-year employee of ID Technology. He consistently beats delivery deadlines and goes above and beyond to support customers and coworkers. He greets each day with a positive attitude and is the type of guy that gets things done before requests are even made.

In an effort to regain a large customer that had recently switched to a competitor, Chris listened to their concerns and confidently initiated a plan to secure their business. He worked diligently to address issues and provide proof that ID Technology could meet their demands. Over a 24 hour period he provided multiple complex samples on a new label material to reassure the customer and gain their confidence. His attention to detail and follow through helped secure the order and strengthen our relationship with a key customer.

Here’s what the customer had to say: “Thank you for the quick response. ID Technology has a great quality record so I am confident you have addressed any issues.”

In his spare time, Chris spends time with his children, likes to hunt and follow sports. He’s also a drummer in a band named Dr. Chang.

Wally Hunter from ID Technology

Wally has been with ID Technology for six years and a senior technician in the Ohio Valley Region for more than 3 years. His unflappable nature, technical skills and outstanding communication make Wally a go to guy in any situation. He excels at generating trust and being a customer advocate. Wally always ensures the customer is 100 percent satisfied before leaving a job.

Recently, Wally was working with an integrator to install multiple new systems for an end customer. During the install, the integrator noticed a late change in specifications that threatened the deadline and the budget. Neither the end user nor the integrator knew the best way to proceed.

Wally kept a level head, surveyed all the issues and provided solutions to each one. He worked closely with the integrator and end user to facilitate and implement solutions that saved them both time and money.

Here’s what the integrator for the end customer had to say: “Wally acted as a true partner. He turned a potentially very negative experience into a successful customer experience.”

In his spare time, Wally spends time with his grandchildren and likes to fish and ride his motorcycle.

Tom Dombrowski from Tekkra

Tom has been with Tekkra for more than 3 years and consistently provides the extra touches that keep our customers’ satisfied and their lines performing at a high level. He willingly responds to customers at any time for any reason. He routinely works with customers to raise their technical knowledge and help them identify issues before they become a significant problem or cause downtime.

Recently Tom received a call on a Sunday morning from a key health products customer that was up against a shipment deadline when two of their six machines went down. The customer’s maintenance staff couldn’t figure out the problem. Tom assisted the customer with troubleshooting while in route to their facility. Within a few hours he had both machines back on line and running faster than originally scheduled. The customer met their deadline with time to spare. They now routinely ask for Tom to provide pre maintenance service and training to keep their machines performing at high levels.

The customer continues to provide outstanding feedback on Tom’s performance and value to their packaging operations.

Tom’s ability to build relationships with our customers and teach them the little things that keep their lines at peak levels is incredible. Tom accepts nothing short of perfection. His professionalism and commitment to excellence have helped Tekkra strengthen relationships with multiple customers and grow several accounts.

In his spare time Tom spends time with his family and enjoys target shooting.

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