Interview with Patrick Sorrentino, Head of Service at at Trotec Laser Automation GmbH

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

Patrick Sorrentino: When purchasing a laser, our customers look at the quality of our machines, the accessibility of our customer support services, offers for warranty extensions and they compare their experience from Trotec with those made with other companies.

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

PS: We found out that the main needs our customers’ are the need for business growth and progress, process safety and connecting with others laser users.

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

PS: Customer services are very important to our customers and also to us since we provide technical support and application guidance directly. The Trotec Academy where laser users can train with our Application Experts is an important part of those after sales services as well.

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

PS: We offer diverse services like an installation support, initial trainings as well as special Trotec Academy courses, inspections, maintenance and we offer combined repair & service packages.

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

PS: We do support our customers with pre-sales service, technical service, after sales service (like trainings) and application support. 

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

PS: We promote our services primarily through e-mailings to customers and by adding them directly to the offer form. Other important channels include personal phone calls, social media posts and presence of our services on our website.

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

PS: An important product for after sales is our TroCare contract. We can offer a 10-year security with three different stages TroCare Maintenace, TroCare Protect and TroCare Protect Plus. Dependent which package the customer chooses also spare parts can be included.

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

PS: Product innovation has a high impact on our customers. As Europe´s innovation leader our latest innovation was the completely new laser software Ruby® that was not only built for, but also built also with Trotec customers. 

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

PS: I see strong growth in production technologies for additive manufacturing and robotics. Likewise, I can imagine strong growth in medicine for biomaterials but also in automotive for autonomous driving and battery technology.

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

PS: Our customizable solutions, which are produced at Trotec Laser Automation GmbH in Markdorf, Germany, enable us to find or create the perfect solution for a wide range of customer applications.