In his new role Mike will ensure that Domino UK is organised in the way that best responds to the needs of British manufacturers for coding, marking and printing solutions that have a low total cost of ownership and which help to boost efficiency and minimise downtime.
Mike, whose previous roles at Domino during his 19-year tenure include Director of Sales Channel Development and Product Director, said: “My key activities over the next few months will include developing a better understanding of the shape of the UK market, and the different sectors that we serve. I want to ensure that we fully understand our customer’s needs, how we serve them and why we serve them in the way that we do.
“We know that, for many of our customers, coding is a necessity and not something they see as part of their core business, and so it is important to them that the coding is as automated and seamless as possible.
“We also understand that many of our customers are under pressure both internally and from external competitors. Therefore they need solutions that boost efficiency and enable them to remain competitive both in the UK and overseas.
“Domino has shown real leadership in terms of market leading technology in the coding and marking sector, by identifying what the underlying need is and - with the help of our excellent Projects Engineering team - developing products that address that need. We strive to deliver turnkey solutions, such as our iTech service-free offering, which helps to minimise lost production time, the biggest cost for manufacturers.”
Mike, who is to lead Domino UK’s team of area and regional sales managers, business development managers and key account manager, added: “I’m very proud of the team I’ve inherited as we have a brilliant sales force. Now the challenge is to ensure that we are best placed to build upon the successes we have had so far in the UK.”
Domino’s new UK Service Manager, Ian Cockett, who took up his new post earlier this year, leads Domino’s team of field-based service engineers and the headquarters-based technical team, who each provide specialist support to the manufacturer’s diverse customer base.
Ian joined the company from Bosch UK, where he was responsible for the aftersales team within its heating division. In his new role at Domino he will further develop the UK service team, in order to support Domino’s growing portfolio of coding, marking and digital printing solutions and to ensure that customers receive the highest levels of customer service. Ian will also implement system enhancements, aiming to ensure customers are offered the right solution the first time they contact Domino for help.
Customers will also benefit from training by Domino engineers, both onsite and at Domino UK’s Cambridge headquarters, This will ensure they are empowered with the knowledge to diagnose and fix any basic technical issues without having to wait for a service engineer to arrive, helping to minimise downtime.
Ian said: “I believe that one of Domino’s key differentiators is how they support their customers in the field. I think the critical factors in delivering world-class customer service include having an absolute understanding of what our customers want and striving to deliver a service that exceeds their expectations.
“At the moment we are working hard to ensure that we fully understand what our customers expect from us and I am looking forward to the challenge of implementing new initiatives to ensure that the service we deliver is truly world class.”
Will Edwards, Domino UK General Manager, said: “Over the past six months we have seen strong demand for our i-Tech products, particularly the A420i continuous ink jet printer.
“We believe this demand is driven by mature companies that are attracted by low total cost of ownership, rather than just looking at the upfront cost, and our flexible service packages such as our five-year Safeguard warranty, which offers production convenience and uptime, as the full cost of ownership for parts and labour is covered for the five-year period.
“The appointments of Mike and Ian will help us move to the next level in terms of offering our customers the best possible service in a challenging and demanding environment, not just when a customer installs one of our products but all the way through that product’s lifecycle.
“Mike’s role will be to look at whether we organise ourselves in the way that best serves the needs of our customers, while Ian’s extensive experience in customer service and aftersales means that he is ideally placed to help us move to the next level in terms of our service offering.”
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For more information, please contact:
Christopher Thorpe - Marketing Manager
T: +44 (0) 1954 782551
christoper.thorpe@domino-uk.com
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