ROQ is a European industrial company, vertically integrated, that has been working within its field of activity since its inception, the manufacturing and commercialization of screen and digital printing machines as well as drying, folding and packaging solutions. The company, through the manufacture and sale of excellent and differentiating equipment, promoted by knowledge and experience, intends to be at the forefront, responding to the demands of the market and its customers, valuing lasting relationships of loyalty and trust.

Besides that, ROQ’s technical assistance is crucial to always maintain high production and quality of any piece in every machine. The company has a technical assistance capable of acting quickly in case of need. In addition, ROQ promotes a constant monitoring of the machines in their costumers through agents who are distributed all over the world. ROQ values assistance in a short period of time, always with the best service provide.

Interview with José Portilha, Customer Support Manager at ROQ.

Easy Engineering: What do your customers look after when buying products or services?

José Portilha: A partner that assures an answer to their needs, like, a solution for a particular requirement, a quick delivery, a remote troubleshoot, information and especially that you are there for them in the good and bad moments.

E.E: What are the main needs of the customers?

J.P: Assure the machines work as expected, a quick and reliable answer when changes or repairs are needed, a partner.

E.E: How important are the after-sales services?

J.P: Fundamental. A good machine helps produce good products and an after-sales service helps keep and improve the solution through time. Customer satisfaction is the bond that holds the customer to a brand. 

E.E: What after-sales services do you offer?

J.P: We offer additional information, installation, training, maintenance, repair, troubleshoot. 

E.E: What kind of support do you offer your customers?

J.P: We offer support to our customers remote via the available channels e.g., voice or video call, email and locally thru one of our techs or partners.

E.E: How do you promote your after-sales services?

J.P: A very significant part is promoted by our customers worldwide another is via the social media network. 

E.E: Tell us about the spare parts distribution (if any) or any other after-sale products.

J.P: It’s assured by today’s major express delivery companies, enabling us to reach our clients quickly wherever they are located.

E.E: What impact has product innovation on your customers?

J.P: Production increasement, better management, broader range of products and methods. Our company is aware of constant innovation and the benefits of it.

E.E: What industries do you think will grow in 2022?

J.P: I believe that textile digital printing will grow a lot in 2022. 

E.E: What solutions do you bring for these industries?

J.P: We offer remote support via virtual tools and also specialized techs.

José Portilha, Customer Support Manager at ROQ