Meet Philipp - Operation Leader in Service

Philipp Maurerbauer has been working for FläktGroup as Operation Leader in the Service Department in Gaspoltshofen since October 2024.

He is responsible for ensuring the smooth execution of all service operations, leading and coordinating a team of dispatchers and service engineers to deliver reliable and efficient customer support. 

In addition, Philipp supports large-scale activities such as complex commissioning, claims handling, and preventive maintenance projects. Acting as the central link between customers, sales, and the service department, he ensures that all processes run seamlessly and meet both operational and client expectations.

Here we find out what he enjoys about his job and why he chose to come and work with the team at FläktGroup.

1. Why did you choose to join FläktGroup?

What mattered most to me was joining a company that actively contributes to tackling climate change. Environmental responsibility was a key factor in my decision. Equally important was being part of an international environment that offers opportunities to learn from others and supports both personal and professional growth.

2. What do you like most about working here?

I enjoy the variety of projects and the diverse range of tasks. I appreciate the direct collaboration with different stakeholders, including sales, customers, and service technicians. No two days are alike, and I thrive in the dynamic pace of the work. The collegial atmosphere and solution-oriented teamwork are also things I truly value.

3. What are some challenges in service?

One of our ongoing challenges is to continuously improve our response times, enhance customer satisfaction, and increase efficiency. Striking that balance requires constant effort and adaptability.

4. What is critically important in your role?

Effective coordination and clear communication between departments and with our customers are crucial. My role demands quick, flexible decision-making, ensuring smooth workflows, and always keeping the customer experience in focus.

5. What is the biggest misconception about what you do?

Many assume that customer service is purely reactive. In reality, it involves strategic planning, strong organisational skills, and the ability to anticipate issues before they arise. 

6. What does your day typically look like?

My day usually starts with prioritising incoming requests, coordinating within the team, and organising schedules with our technicians. I also engage in customer meetngs and align closely with both technicians and sales. Additionally, I dedicate time to analysing current processes and identifying areas for improvement.