tna is pleased to announce the appointment of Tom McPhee to the newly-created position of Group Technical Support Manager, reinforcing the company’s commitment to customer service excellence. Based in tna’s Dallas, US office, Tom will be responsible for coordinating and developing tna’s growing global technical support teams, including the company’s expansive after-market service division. With over 20 years of technical service experience, Tom will ensure that tna’s customers benefit from a fully integrated, process-driven service approach, a highly skilled technical support team and a resolution-focused customer support structure.
“Our technical support teams have grown significantly over the last few years as we’ve expanded our product portfolio,” comments Alf Taylor, CEO at tna. “We now offer more solutions to more industries than ever before, including start-to-finish solutions for snacks, French fries and confectionery. We therefore needed to make sure we not only deliver the technology, but also have the highly skilled service personnel that ensures our customers get the most out of the cutting-edge equipment solutions we provide. Tom was the ideal candidate for this role. He not only has a proven track record in coordinating and developing global technical support teams, but also has a real passion for customer service, making him the perfect fit for our own business culture.”
Tom’s career spans over 20 years and developed from very hands-on technical support roles in the UK, Asia and Middle East to global service management positions in the UK and the US. With a degree in electrical engineering, Tom has worked for some of the world’s leading technology companies, including global life science systems provider TAP Biosystems and inspection equipment manufacturer Mettler Toledo. His vast experience in helping businesses improve customer satisfaction through the implementation of more effective technical service practices will be vital in helping tna exceed customer expectations.
Speaking on his appointment, Tom says: “I’m thrilled to be joining the tna group. One thing I’ve learned since I started is that tna is incredibly passionate about people development and customer service. I look forward to build on that reputation by helping our service and after-market teams improve service efficiencies through process-driven technology. This also includes the implementation of new customer-focused processes and services that will speed up our response time, add extra value to our turnkey system solutions and ensure that we continue to deliver a best-in-class customer experience.”