Explore the Collaborative Efforts and Knowledge That Propelled Our Tech Service Team Forward
Behind the Scenes of Tech Services
Here at Sneed, we’re known for providing exceptional customer support, but it wouldn’t be possible without each team member working as smoothly as they do. While on the surface, it may appear that technical services deals with only customer support calls and printer repairs, there’s more to this department than meets the eye. Before releasing any product to the market, our technical service team performs extensive quality assurance checks to ensure that each piece of equipment performs seamlessly. Not only does our tech team dedicate themselves to working out any kind of imperfections within our equipment, but it’s thanks to them that our help desk is as stacked with resources as it is.
In the past couple of months, the newest additions to our technical service department have seen our line of SNEED-JET® coders grow, witnessed the formation of our line of SNEED-PACK equipment line, and it’s thanks to them that we have a fully functional filling line. Of course, everyone on the tech team has played a part in creating guides for the help desk, helping customers configure their coders, fixing returns promptly, etc. Still, this month we want to focus specifically on Matthew and Samuel, our team's latest members helping to #KeepCodingSimple. Kudos to all of your progress, guys, and thank you for helping us on our mission to #KeepCodingSimple.
Matthew’s Journey at Sneed
Matthew has been at Sneed for nearly eight months now, and during that time, he’s become a crucial team member. In fact, just a couple of weeks back had you looked up from any of our desks, you would have seen Matthew and the rest of the team tinkering with our SNEED-PACK case sealers and case erectors; even more recently, had you looked up, you would have seen him working on the filling line. So, what are some projects Matt’s worked on that he’s taken the most pride in?
- “Since I joined the team, I’ve had the opportunity to work on various projects, and it’s safe to say that I was an integral piece when setting up our case erectors, case sealers, and bottling line. In addition to working on different equipment lines, I’ve also started adding different elements to the help desk.”
When Matthew first joined the team, he mentioned wanting to move into more of a repair role instead of mainly focusing on technical support; it’s safe to assume that he’ll get there in no time based on the rate he’s progressing. Speaking of when Matthew first joined the team, he had joined the team with an extensive skillset, but over the last couple of months, he’s assured us that he’s continued to add to it.
- “While the coding industry might have been something that was brand new to me, over time, I’ve learned from interacting with the various components, processes, and pieces of equipment that are prominent in the industry. Thanks to all of these opportunities, I’ve been able to expand on my skill set.”
We can all agree that for an individual to grow, they have to be given the space to do so, and that’s precisely the kind of environment that the management team here at Sneed has done.
- “I didn’t expect to have as much freedom as I do; there’s no one telling me how or when to finish my tasks. I’m aware of the set procedures in place, and I’m left to self-govern my prioritize my work as I see fit.”
There’s no better feeling than seeing our team work like a well-oiled machine thanks to that level of trust and understanding between department leads and their team members. We’re sure that everyone can agree that one of the best aspects of working at Sneed is the lack of micromanagement that’s so prevalent at other workplaces.
Samuel’s Journey at Sneed
Just before Matthew had joined the team, we actually had another addition to our technical service department; Samuel joined the team in September of 2022, and since then, he’s taken to the Sneed team like fish to water. Anyone that’s worked around Sam these past couple of months knows that he’s an absolute joy to be around; there’s never a day when he’s in a bad mood or when he’s not joking around with everyone. While Sam can lighten the mood and have fun in the office, he also knows when to buckle down and hit the ground running. With that being said, what are some projects or tasks that Sam has worked on over the last couple of months that he takes the most pride in?
- “I’ve enjoyed learning about all of the different communication channels that our printers use; in addition, it’s been interesting working with each of our printer series… not to mention that for the first time in my career, I’ve gotten the chance to work on a filling line.”
Let’s face it before anyone starts in the coding and marking industry, their knowledge of the subject is relatively limited, if not non-existent; when Sam first started here, he was no exception. While he already had the customer service portion of the job down, thanks to prior roles, there was plenty to learn over the last nine months. So, what has Sam learned in the previous months that have helped him build his skill set?
- “Over the last couple of months, I’ve learned everything from thermal-inkjet printers to the coding and marking industry to how both components work hand-in-hand.”
Our team knows how to work together and have fun amongst each other; we’re sure that everyone can agree that it’s one of the most unexpected aspects of working here at Sneed. Not only is the work environment a surprise but working for a company that genuinely cares about its team members is like hitting a gold mine.
- “When I started working at Sneed, I didn’t think I would form such great relationships with my coworkers; I also didn’t think that upper management would care about us as much as they do.”
As the company continues to grow, our team will grow alongside it, so you’ll see plenty of more employee highlights in the upcoming months. In the meantime, keep an eye out for all of our We’re Coding Everywhere tour updates, and if there’s a topic you’d like to see us address, make sure to comment below.
