First Time Right at Every Problem Solution
When our customer experiences a problem with one of their EAS or RFID systems, the first person they talk to is often Joe McGaha. This is how he approaches the search for the solution.
What is your role at CONTROLTEK?
My role with CONTROLTEK is providing technical support for EAS and RFID systems. My main duties include assisting clients and outside resources with installations and service issues, both onsite and remotely. I assist project management in system design and ensure CONTROLTEK has the necessary documents and training that our resources require for a smooth installation. I also assist and support in other areas of our business as needed.
How do you deliver First Time Right in your work?
As Technical Support I try to ensure I have the necessary elements, tangible and intellectual, available to deliver First Time Right. When a customer calls with a question it’s imperative to have a timely answer. For instance, if a customer calls with system problems like false alarms then it’s important that I know what might cause false alarms and how to communicate to our customer the necessary steps to take in resolving those issues. If a remote resolution cannot be attained through a phone conversation, then we dispatch onsite support.
What’s the favorite part of your job?
I enjoy the challenges that my job gives me. Whether it’s a system design challenge, preparing a scope of work for our installation resource, helping a customer with a system quandary, or training and assisting a new contractor, I welcome them all. Some see challenges as a problem; I see challenges as an opportunity for a solution.
What inspires you?
I am inspired by success in the small and large. It’s encouraging to be a part of CONTROLTEK where there is a noticeable genuine concern for its customers and the willingness of coworkers to go the extra mile, and sometimes miles, to ensure customer satisfaction.
What’s the number one thing you’d like the world to know about CONTROLTEK?
CONTROLTEK genuinely cares for it’s customers. First Time Right doesn’t mean that everything we do will be right the first time, but that if we make a mistake then we will make it right for our customers. Mistakes are costly, but losing a customer is detrimental and keeping our customers happy is what First Time Right is all about to me.