We are pleased to announce the restructuring of Service Operations at our company headquarters in West Sussex, England. Long-standing GEW employee Sam Brown has been promoted to the role of Service Operations Manager and now heads up GEW’s Service teams based in the UK and in Germany, with the aim to deliver even faster technical support and a more streamlined customer service experience.
Sam joined GEW in 2017 as a Design Engineer for UV systems. He progressed to Lead Engineer and then to Sheetfed Design Manager, building on his product knowledge, technical expertise and team leadership skills. Under the new structure, his appointment enables a direct link from Service into Engineering. This will allow continual improvement of GEW’s product and service processes, which will be better informed by regular customer feedback.
Sam will work closely with Billy Adams, VP Operations at GEW Inc. in Ohio, to ensure that their combined teams continue to offer the fastest and most precise service response in the industry. Whilst overseeing the day-to-day operations and activities of the Service department, Sam will review and optimise internal processes to better streamline the workflow. The key objective will be to target optimal customer service and to transition to a more proactive servicing model for the entire business.
James Hicks, Engineering Director at GEW, comments: “With his in-depth technical understanding and thorough knowledge of GEW products, Sam brings with him a range of fundamental troubleshooting skills from an engineering perspective. This will allow for high level engineering-based customer solutions. Sam’s experience in taking many GEW projects from concept right through to successful installation and operation means that he is superbly qualified to manage our Service Operations as a whole.”
Sam adds his view: “My aim is to build a deeper technical understanding and knowledge of our products throughout the Service team, to ensure we are self-reliant and able to resolve customer issues rapidly. We will have the tools and knowledge to deliver solutions quickly and consistently, supported by the most efficient communications network with our customers and distributors.”
