“Our equipment is getting more and more advanced thanks to new technologies. Along with the benefits, this brings new requirements. I spend a significant amount of time learning these technologies so I can support our customers,” says Gillis Stenqvist, a Global Senior System Specialist based in Lund and part of the Customer Issue Resolution team.
A wider perspective adds value
Specialists make up 10% of our field force, and they work closely with colleagues such as onsite service engineers. When they arrive onsite to solve a problem, global specialists remain calm under pressure. They also look beyond the immediate issue, to see how they can optimise the customer’s operations.
Gloriana Esquivel, System Support Associate, gives an example: “In my last assignment I was called in to fix an issue on an installation. I took the time to check the whole line because I specialise in downstream equipment. At the end I made an assessment of the line and what the customer could do to improve.”
Global specialists’ observations and findings, such as in Gloriana’s example, give our key account teams important insights to adapt to customers’ needs. This information helps them provide the right set of tools for optimising productivity and operational efficiency, ensuring a seamless production process.
Johan Amundsen, Global Senior System Specialist, recounts one of his experiences. When he arrived on site to work on a machine for a customer, it was natural for him to examine three other Tetra Pak machines that were there.
“We observed how the operators were working with the equipment, and made a better flow so that everything would run more efficiently. We also instructed the operators. Training is not officially our responsibility, but it becomes a natural part of our work when we are out at a customer site. We want to give the customer added value.”
First-hand information for development teams
Global specialists are curious and inquisitive, and are always learning about state-of-the-art technologies and solutions. They are flexible and enjoy seeing new countries and meeting diverse people. They are also analytical and proactive.
When they get back home, global specialists work closely with development teams. They share their first-hand observations of how Tetra Pak’s processing and packaging lines run in in different settings around the world. They also help test new solutions. In this way, they use today’s experiences to shape tomorrow’s technology.