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Trotec Laser Revamps North American Customer Experience

We are making major changes this year to enhance service and support, including new leadership, programs, and service offerings.

11. März 2024 •

New leadership

We are making major changes this year to enhance service and support, including new leadership, programs, and service offerings. These changes are a critical component in the company’s ongoing mission to provide not only the most effective and efficient laser technologies but also a world-class customer experience.

Trotec North America President and CEO Brett Northcutt, who joined in October 2023, brought a hyper focus on improving the end-to-end customer experience. Holding a Bachelor’s and Masters degree in Engineering from Purdue University, and an MBA from the University of Southern California, Northcutt brings a wealth of technology, managerial and entrepreneurial experience to the table. Northcutt has worked with many products, from rocket engines and LiDAR to software and artificial intelligence, and has held leadership positions in engineering, business, and operations for United Technologies, Honeywell, Eaton, and several start-ups.

In addition, Frank Fernandez, formerly Trotec Regional Director of Sales, has been named the new Senior Director of Operations. Fernandez, who has been with the organization for a decade, will oversee customer service and technical service for the US, leveraging his strong understanding of Trotec Laser user community’s needs and service requirements. Also, Stephen Colley, former Director of Technical Service for Canada, has been promoted to VP of Operations for Trotec Canada, leading customer service, technical service, and daily operations. Other new leaders supporting the company’s focus on customer experience include Adam O’Donnell, Director of Strategic Programs and Solutions, who will be taking the lead on various customer programs, including TroCare Protect, a new extended service program.

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New programs and services

When it comes to customer support, one size does not fit all. Our lasers are used in many different industries, for many different applications, and in different production environments for companies of all sizes. Our new service organization will include programs to efficiently address these diverse customer needs. Our increased focus on service includes two new innovative programs, TroCare Protect, and Key/Fleet Accounts to support a wider range of needs.

TroCare Protect is an end-to-end solution designed to enhance the customer experience for Trotec Laser customers who value peace-of-mind and predictable operating costs. This complete cost-of-ownership package includes parts, labor, installation and more, providing customers a better way to plan costs and peace of mind for the lifetime of their laser. It is available in monthly payment plans for new and existing Trotec lasers.

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A second new program recently launched is the “Key and Fleet Account Program, which is designed to partner with and support customers with more than five Trotec laser machines or with unique service needs. The new program will streamline communication via a single point of contact, not only improving service for key and fleet customers, but also all customers, by minimizing bottlenecks which can occur when multiple parties communicate complex requirements. 

A final service offering expansion includes investing in additional mobile showrooms to better position sales and training. Two additional mobile vans (a total of four), will be in service by mid-2024 to get laser machines and trainers to the customers, in lieu of customers traveling to Trotec showrooms.

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