We are in constant communication with operators

07.03.2022

Matset A.Ş. Service Director Ceyda Berek: “We are in constant communication with the operators”

 

Technical service is one of the most important elements in productivity and on-time delivery of works in printing companies. Today, in addition to the developing technologies in machinery, developments in communication technologies also change and accelerate the structure and operation of technical service for the benefit of customers. In this issue, an experienced name in technical service, Matset A.Ş. Service Director Ceyda Berek shares the latest developments and her own experiences in this field in the light of our questions.

• How long have you been in the printing industry? How did you start? Did you have any difficulties adapting to the male-dominated industry?

I have been working in the printing industry for 22 years. Immediately after graduating from Marmara University's 4-year Printing and Publishing Technologies Department with the top honors, I started working as a sales representative in a packaging company.

Then my technical service adventure began in Heidelberg, which lasted approximately 19 years, and I have been continuing my career as a Service Director at Matset for approximately 3 years. I have continued throughout my working life by gaining experience in many areas such as technical planning, spare parts stock management and sales, service contract sales and management, Technical Team Training and Development Planning, Customer Machinery Tracking and Management, Operational System Speed, Process Analysis and Configuration, on technical service-related issues. did.

We can say that it was a more male-dominated industry when I first started. However, I am happy to say that women are now very present in the industry and there are many successful female employees in all areas of management and business. I am also a trustee member of BASEV and I have worked actively in many areas as women working in the sector under the Women's Platform. As I always say in the seminars and interviews I hold with students at universities, women need to be more and more active in this sector. As long as you know your job, do it right and are confident in yourself, I don't think women will have difficulty adapting to any sector. I have never had any difficulties adapting.

“We can resolve almost 45% of incoming calls from the desk with remote support”

• The service is constantly changing from past to present in parallel with printing technologies and other communication technologies; What are the conveniences brought by this change today? At Matset, to what extent is service done in the field and to what extent at the desk?

As technology progresses, of course, you need to constantly move yourself forward in terms of service, follow the innovations and take the necessary actions at the same pace. It is easier to follow and manage this process on high-tech machines. As it is known, since our age is the age of information and communication, there are opportunities to access information very effectively and quickly. With the rapid advancement of technology, it is possible to access machines, computers and some controllable systems remotely, and with this method, both diagnosis and repair can be made. Since most machine groups are connected to the system online, the machines can be viewed instantly, their logs can be examined, reports can be obtained, and fault diagnosis and necessary repairs can be made as quickly as possible. For example; As Technical Service, our entire system is in constant communication with HP Indigo machines. The machine sends a warning message to our system before any malfunction occurs. After receiving this message, we immediately take the necessary action, first connect to the machine remotely, and try to understand and solve the problem. The aim here is to take the necessary precautions before the machine malfunctions and to eliminate any risks that would prevent production from stopping.