Falkner joins from the power generation sector, where he worked in service orientated engineering/project management roles for a business that generated around 75% of its £250 million turnover from service support.
“My previous employment was a completely different model to that of XYZ, and it is that change which excited me about the prospect of bringing fresh ideas to the world of machine tools,” he says. “The opportunity to bring my knowledge and experience to a company like XYZ Machine Tools, which values service and support, and wants to develop that offering, is a challenge I’m looking forward to.”
Falkner has been tasked with developing a more proactive approach to service support, with increased customer interaction. An online portal and app-based user interface form part of that plan.
“We’ll begin to implement new processes and systems that give customers greater visibility and awareness of how their requirements are being managed,” he states. “By matching our service support to business growth, and exceeding customer expectations, we can continue to develop sales performance.”