What
is your name and role?
My name is Wilson Tan and I
am a Service and Training Manager at Lintec & Linnhoff. I have been working
here for over 30 years, 25 of which I spent in China managing client service,
the warehouse, after-sales support, and quality control.
Tell
us about your job.
My job is to make sure that
our customers are satisfied by solving critical issues whenever they happen.
Most of the time, this involves engaging in conversations with the engineers on
site and determining the best way to solve the problem quickly. I also manage
the installation of new plants, which comprises a broad range of tasks, such as
checking that the specifications of the foundation drawing are correct before
the plant installation.
In practice this involves a
number of tasks before we start plant work, including discussion of safety
measures, such as the roles of the electrical and mechanical individuals in
charge. I also provide advice on how and where to start the plant installation.
How
would you describe your working relationship with customers?
My approach to working with
customers is to treat all customers as partners. This means resolving issues by
listening and understanding customers’ pain points.
Every customer interaction
presents its unique challenges, which helps me to continuously learn and adapt.
From handling difficult situations to finding creative solutions, working in
after-sales service constantly pushes me to improve my problem-solving and
communication skills when handling different customers.
In my opinion, the most
important part of customer support is solving the problem, regardless of when
and where it is happening. Machine or plant downtime is expensive for our
customers so I do all I can to minimise this, to ensure our customer is fully
satisfied.
I like to build a
relationship based on trust, keep communication channels open and solve their
specific issues as quickly and efficiently as possible.
By nurturing our
relationship, customers will see us as a dependable and reliable partner for
any issues they might face during their production processes.
What
has been one of the most memorable projects during your time with the company?
I am proud of the work I
completed on the Shandong Dongyin Road and Bridge project, and the Hong
Kong-Zhuhai-Macau bridge project. Both projects presented unique challenges,
which required me being on-site for the project duration of about 2 months
each. For both projects, we were working on a tight deadline for the delivery
and installation of the plants. The projects were highly complex and required
customised solutions. However, we managed to complete it well-ahead in time and
even sold another plant as the customers were very satisfied with our presence
and the plant’s performance.
I had also worked on
another memorable project in Ethiopia, which is the construction of a highway
connecting the capital city, Addis Ababa to other cities and towns in the
country. This project improved the national transport network for cargo
movements which helped improve the country’s economy, and I felt honoured to be
part of this important project.
After
so many years with the company, what do you hope to achieve in the coming years
at Lintec & Linnhoff?
I am very excited for the
future as there will be a new scope to my job role this year. This involves the
training of Lintec & Linnhoff service engineers, so that they are fully
prepared to go out into the field and provide valuable service to our customers
on the installation of new plants. I am happy to pass on my 30 years of
experience to the next generation.
What
do you like to do when you’re not at work?
I am passionate about LEGO
and find it relaxes my mind. Rather than watch television or use my hand-phone,
I like to build LEGO.
I also have two sons – the eldest is in the Singapore Navy and the other is studying at a Polytechnic. During the weekend, we enjoy spending time together and visiting places such as the Singapore Zoo, Marina Bay, and the Sembawang Hot Spring Park.
