There are many voices that our customers get to know behind our telephone lines, and today I wanted to put a face to one of those names! Jay McDougall works in the Technical Support Department here at QuickLabel Systems and loves to help his customers! I was able to speak with Jay and find out more about what exactly he does.
The Past Prepares for the Present
Jay has been working at QuickLabel for 8 years as of this coming August. Until about 6 months ago, Jay worked on the manufacturing floor in the test and repair department. Although he loved working in manufacturing at the time, Jay now works as a technical support engineer. He takes incoming calls and helps customers that are having problems. Sometimes when he can’t solve the problem over the phone, he goes out and services the printer in the field.
Jay said that his previous job of working in manufacturing has definitely helped him with his job in tech support. He got to know exactly how each printer worked, from new printers to old ones. Jay loves working in tech support especially because of the opportunities to travel and see different places and people! Jay has traveled to Colorado, Illinois, Ohio, and other places around the country. Since Jay loves to travel, having to go out and service a printer sure isn’t a burden for him!
I was also able to speak with Jay’s boss, Mark Paul, who is QuickLabel’s Technical Support Manager. Mark told me that not only is Jay a fun guy who gets along well with everyone in the office, but also how much of a hard worker he is.
He said that since Jay learned about the products from the ground up (from working in the test and repair department) that he has “come up to speed” very quickly in Technical Support. Mark said that Jay is doing a great job supporting our customers, and most importantly, he listens to what they need to say. “Jay is not quick to jump in and tell customers what to do. He listens to their problems and makes them feel like he genuinely wants to help them,” said Mark.
The best technical support around!
Mark explained to me that we at QuickLabel differentiate ourselves in the market because of our efforts to ensure customer satisfaction. “We provide good products, but also provide good service. I think a mark of how you measure a company is not necessarily how they treat you when things are going well, but how they react when there is a problem,” Mark said.
Mark went on to say that the Technical Support Department provides proactive follow ups, such as calling customers after installations to see if everything is going well, and making sure that they do not need any additional help. He said that they also send out a survey after every service visit to be sure that their problems were resolved, and to see how the technician did. Mark stressed the fact that support is important because it will keep customers returning for more business and it is a sign of ultimate success for our company.
I asked Jay about why he thinks QuickLabel focuses so hard on on-going support with customers and he answered by saying, “We want to offer what no one else offers. We want to offer the best technical support that’s around.”
He went on to say that he goes above and beyond to be sure of his customer’s satisfaction. He will go through any means necessary to solve a problem, such as going to the manufacturing floor to see the printers, talking to different people, and trying to get to the bottom of the problem as quickly and efficiently as possible.
More about Jay!
Jay has been married for almost four years and although he doesn’t have any children yet, he has a dog and two cats which he says are his kids for now! Jay likes to collect craft beer and try all different kinds of beers. He also has been experimenting with acting, and taking some acting classes! He loves watching movies and listening to music. He said that music is always playing in his house, and as soon as he gets home he turns on his tablet and plays music!
Jay also enjoys reading, and would like to get into photography and beer brewing. Recently Jay was able to help his sister-in-law who is a photographer with a photo shoot and had a blast!
This summer, Jay and his wife Stephanie are planning to take a road trip to Ohio. They have been taking road trips every year; last year they drove to Virginia! This summer they hope to visit CedarPoint Amusement Park (which is said to be the roller coaster capital of the world!).
Jay said that his favorite part about working at QuickLabel is the people. He said that he is comfortable here, and enjoys everyone that he works with, and that working here is a good time!
Jay is an excellent example of how QuickLabel’s employees strive to be sure of their customers’ satisfaction! It is clear that Jay’s goal, along with the rest of the QuickLabel technical support team, is to always be available for customer support and to fix any technical problems that may occur!
If you ever experience any technical problems with your QuickLabel printer, please call our Technical Support Department at (877) 757-7310.