CTP - Computer to Plate
Screen (USA) Creates New Product Support Group to Improve Customer Service Performance
Tuesday 30. December 2008 - Richard Siwicki to Manage POD, CTP and Workflow Support Functions
Screen (USA) has created an umbrella product support group for print-on-demand, computer-to-plate and workflow systems, the latest in a series of strategic moves aimed at positioning the company as a total digital imaging solutions provider.
The restructuring will maximize customer service performance by centralizing the functions of the Applications Support Department, Support Products Division and Inca Support within a single department at Screen’s North American headquarters in Rolling Meadows, Ill.
“Customer satisfaction is often dependant on how quickly you respond to customer issues,” said Mike Fox, president. “Customers expect you to understand their situation and be able to resolve issues efficiently and effectively. The main benefit of creating this type of one-stop information source is that it ensures cross-departmental knowledge sharing.”
Screen veteran Rick Siwicki, formerly manager of the Applications Support Department, has been named to oversee the new product support group, effective December 1.
The growing emphasis on POD solutions played a decisive role in merging the three existing departments. Screen has announced recent major additions to the Truepress series digital printing systems, coupled with continued strong demand for Trueflownet-based workflow solutions and PlateRite thermal CTP devices.
“This new organizational structure is designed to facilitate better coordination across the areas of digital POD, CTP and workflow, while delivering more efficient support to all our customers,” Fox said. “It will improve installation, training and overall customer relations. It also gives us the advantage of utilizing our considerable collective talent and experience across the three areas.”
As head of the support group, Siwicki will be responsible for overseeing the day-to-day operations and a staff of field service and support professionals. Siwicki brings more than 25 years of management experience with Screen to his new post. Before being promoted to manager of the Applications Support Department, in 2003, he served as a regional sales manager, covering Illinois and Canada.
The Applications Support Department and Support Products Division perform a wide range of activities related, respectively, to workflow software and output hardware/equipment, including demonstrations, system configurations, installation, training and ongoing technical support. Siwicki will retain his management responsibilities for applications support. In addition, he will manage customer relations and service initiatives for output hardware/equipment.
Inca Support is the direct technical support program established to service users of Inca Digital Printers in North America. Dainippon Screen Mfg. Co., Ltd., the parent company of Screen (USA), acquired Inca Digital Printers in 2005 as part of the expansion of Screen’s digital printing business. Inca now operates as an independent company within the Dainippon Screen Group.