Leading the way in Customer service
At Helical Products Company Inc. superior leadership qualities are demonstrated every day by our entire team of application engineers: Gary Boehm, Matthew Bush, Michael Williams, Michael Haber, and Randy Kingsbury (left to right). Their engineering support of our customers is unparalleled.
Like most engineering departments, application engineers must perform many functions to solve customer problems, including other departments within our own company. We ensure that all employees understand our technical products. The task of educating our sales staff falls to our application engineering team. They often hold two and three day seminars for groups of 10-20 salesmen. They will also accompany the sales staff on calls and use those opportunities for additional training. On the shop floor, our team assists with line set-up, educates operators on engineering drawings or clarifies quality control questions.
Our team is also expert at juggling multiple projects in various stages of development. We use a CRM system to record the progress of all projects. If a project lead engineer is away from the office, another engineer can use this system to continue it or handle a customer problem or question.
Our staff is always available for customer calls, and the engineers are expert at asking customers questions to determine the correct solutions and help lead them to its resolution. Every detail is important. In addition to inquiring about loads and speeds, our team will also ask about environment, goals, and integration needs.
With customer service as a priority, our company has grown to 130 employees. And our product line has grown too. If we don’t have the exact product a customer needs, we often have a suitable alternative. Our application engineering team uses parametric searches based on physical dimensions and performance criteria to find the appropriate solution.
Customers may reach our staff by phone or email: 877-353-9873;engineering@heli-cal.com
www.heli-cal.com