Following consultation with its customers and using the latest ‘agile management concepts’, Luton-based Trumpf Ltd (www.uk.trumpf.com) is moving away from centralised service and technical support management to a regionalised structure.

Technical director Lee Moakes said: “We want to be as close to our customers as possible, both as a company and as a management team.

“Communication is fundamental to understanding customer needs and reacting to them, and we still believe the best form of communication is person-to-person — and preferably face-to-face.

“We also recognise that as the UK’s traffic network slows, so does any company’s efficiency.”

Trumpf says opening-up three regional management positions brings the management team closer to the customers and to their technicians. Each regional manager has a team of nine technical engineers and 200-300 customers.

This arrangement is designed to improve communication and efficiency for customers and technicians alike. In February 2017, Nathan Stephenson became the technical manager for the North, and Neil Hinson the technical manager for the Midlands.

Graham Jessop became general manager of technical services in November 2016, after previous roles in software support, applications, consultancy, demonstrations and training.

The role of in-house technical manager is another newly created post at Trumpf UK; it amalgamates all internal technical-services positions under one management role.

Benjamin Weller from Trumpf GmbH in Germany joined Trumpf UK on 1 June as in-house technical manager.

To address the growing interest in Industry 4.0 and factory connectivity, Trumpf has created a TruConnect Industry 4.0 and IT specialist role; and recognising the need to decentralise training, the company has also appointed its first regionalised software and machine operation trainer.

The streamlining of the service structure is also complemented by a single contact number for all support matters (01582 725335).