MeetMULTIVAC: Customer Service Manager - Planning and Installations

What do you do at MULTIVAC? Describe your role ...

In my role at MULTIVAC, I am responsible for ensuring our technicians are in the right place, at the right time, with the correct tools and resources to support our customers. This includes coordinating planned maintenance, installations, retrofits, project work, and breakdown support. My team and I work closely with customers and colleagues across the business to deliver the highest level of service and ensure operations continue to run smoothly.

How long have you worked at MULTIVAC in your role? Have you had any other roles at MULTIVAC?

I have worked at MULTIVAC for nearly 14 years, beginning in the Spares department, where I was responsible for identifying spare parts and processing quotations and orders for customers. I then progressed to Supervisor of the Spares and Planning Team, a role I held until 2017 before moving into my current position.

What do you like about working at MULTIVAC? What’s your favourite part of your job?

I genuinely love working at MULTIVAC and wake up happy to come to work each day. My favourite aspects of the role are the people I work with, the variety that each day brings, and the opportunity to support our customers while building strong relationships with them.

No two days are ever the same, which keeps the role both exciting and rewarding. We are also fortunate to work alongside caring and dedicated colleagues. In fact, my team has a combined service history of 79 years at MULTIVAC, which says a lot about the company and the people who work here.

What are you generally working on at the moment which you are happy to share? 

We are currently supporting one of our key accounts with a large-scale project involving multiple machine relocations and the installation of new equipment.

The project requires approximately 235 engineering days over the next three months and involves close collaboration between our customer, our engineering teams, and several departments within MULTIVAC. It's a fantastic example of teamwork and a long-term partnership in action.

What do you like to do outside of work? Do you have any interesting hobbies?

Outside of work, I enjoy reading and listening to music. More often than not, you'll find me standing in a field somewhere listening to live music, as I attend as many music festivals as I can throughout the year.

What’s one thing you wish more people knew about your role?

One thing I wish more people understood about my role is the importance of building and maintaining strong relationships with our technicians. We rely heavily on their expertise, flexibility, and commitment to support our customers' needs.

The positive relationships we have with our technicians are essential to delivering the high level of service our customers expect, and I never take that goodwill for granted.

What’s your favourite way to start your workday? 

My favourite way to start the day is by reviewing our shared inboxes and checking for any urgent customer requests that require technician support or assistance from our Technical Helpdesk.

This allows my team and me to respond quickly, ensuring technicians can get to site as early as possible and maximise the time available to investigate and resolve any machine issues.

What’s the best part about working with your Team?

The best part about working with my team is their accountability and dedication. They genuinely care about supporting both the wider business and our customers.

Everyone takes pride in finding solutions, overcoming challenges, and delivering a level of service that exceeds expectations. That shared commitment makes a huge difference.

If you could rename your job title to something fun, what would it be? And why?

If I could rename my job title, it would be 'High Chancellor of Scheduling'.

I like to know everything that's happening that could impact my team and our customers, and I enjoy coordinating all the moving parts to ensure everything comes together successfully. It feels like a title that perfectly reflects the role!

Tell us something we don’t know! A surprising or fun fact about you …

I am probably too old for it now, but I love going to a rave and letting my hair down.