CHARLOTTE, NC – Biesse, a manufacturer of woodworking, glass and stone systems, appointed Fabio Cardarelli to serve as its North American service and parts manager.
Over the past few months, Biesse has restructured its North America service management team to focus on optimizing service levels. In addition to Cardarelli, the team includes Peter Magennis, technical manager, and Michelle Schaffran, process improvement manager.
Among other service-related projects, the service management team is overseeing Biesse’s Six Sigma process improvement initiative. Since launching the initiative in August 2007, Biesse has been conducting Voice of the Customer phone surveys in the United States and Canada to evaluate customer experience with regard to technicians, parts availability and customer support.
“Feedback has been positive thus far,” Cardarelli said. “Most importantly, the surveys are providing us with clear direction as to what we can do to ensure that customers have the best possible experience. We’re not only listening; we’re taking action.”
Have something to say? Share your thoughts with us in the comments below.