The dispensing technology firm Precision Valve and Automation (PVA) has kicked off a new global customer service initiative. Two new customer service engineers have been hired in the U.S., Huey Tran in California, which is a growing marketing for PVA, and Albert Ring in Florida. Worldwide, PVA now has 30 customer service personnel, including 11 customer service engineers in the U.S. In addition, PVA has invested in new live support options, rolling out AI-assisted diagnostics to help engineers identify and resolve problems more efficiently. The live chat is available in 104 languages and accessible through the support portal on the PVA website.
“White glove customer service means an even higher level of personalized attention will be paid to our clients worldwide,” said Rod Kasperson, VP of Global Sales and Marketing, noting that the move comes in answer to customer feedback Kasperson personally solicited. “The goal of the initiative is to decrease support tickets and response times while simultaneously increasing sales. This commitment moves the bar higher, and puts PVA in an even more competitive position for expansion.”
Since January of this year, Kasperson has been steadily implementing internal changes in anticipation of the official start of the “white glove” initiative. These changes include:
- Business Development Expansion and Focus on Applications Lab: Dave Filbert, the longtime PVA customer service manager, began a new position as business development and applications manager. In this role, utilizing his wealth of dispensing experience, Filbert is focused on new business development. He continues to oversee the three Applications Labs located in Mexico, the Netherlands and China. The labs provide proof of process and technical expertise for PVA’s customers.
- Internal Promotions with Renewed Emphasis on Customer Service: Rex Ellis was promoted from U.S. service development manager to customer service manager. Andrew Haraburda was promoted from Midwest regional manager to U.S. support manager. Together, they supervise the team of global customer service engineers.
- Deeper Partnership Between Sales and Service Departments: Ellis and Kasperson are collaborating on the implementation of the white glove initiative, directing the team of global customer service engineers and making the two new hires in the U.S. in California and Florida.
In addition, PVA began internal coaching to improve customer support communications.
“Restructuring the global support team around regional coverage and direct customer access has already paid dividends,” said Kasperson. “With these changes in place, customers around the world have seen response times improve by 85% and time to resolution reduced by over 50%. Our teams are more empowered to deliver world-class, white glove service.”
About PVA
Precision Valve & Automation (PVA.net) is a global enterprise, epitomizing “the gold standard” within the dispensing and coating industry. As manufacturers of dispensing and coating equipment as well as industrial motion-automation technology, PVA’s precision equipment is used worldwide in industries ranging from solar, semiconductor packaging, printed circuit board assembly, battery manufacturing, aerospace and defense, medical device manufacturing and consumer electronics.
