Mr Reisch, how did you become aware of TDM Systems?
It was pure coincidence. A friend called me and told me that a software company in Tübingen was looking for someone for the Service department and that it was near where I live. To be honest, I had never heard of TDM Systems before and I did not know what the specific job and requirements were. After several conversations, everything became clearer. Then, while I was jogging with my dogs, I thought: Why not, and if not now, then when?
What makes TDM Systems the right employer for you?
After so many years at a large corporation, I am returning to my roots at TDM Systems. Here, I can provide "real" service again and create added value and motivation. Because leadership, to me, does not mean that somebody runs ahead. Rather, it is about setting the boundaries and enabling the entire team to move in the right direction. And more and more independently. My job is to motivate and set the vision. This is how I believe we achieve the best results for our customers and for TDM Systems. At TDM Systems, the requirements for this are in place and I can try my hand at a whole new industry. So far, I have hardly had any contact with the mechanical engineering industry. In my team, I have people who have excellent knowledge of both industry and service topics. I can rely on them completely.
What does your day as Head of Global Services typically look like?
My main task is communication. Most of the day, I interact with the team and the customers. We have to understand how we are received by the customer and what they need. To then consider together how we can address the challenges as a team. Because I am not the one who solves problems and tasks alone. Rather, I have to create the basic conditions for the team to do so. This also includes personal development within the team. In other words, I look at where each and every one of them stands and at what further education and training is possible so that everyone can develop optimally.
What do you particularly appreciate about your job and TDM Systems?
At TDM Systems, the coordination channels are direct and short. This means that I can be creative and have the freedom to implement many of my ideas promptly. I also found it very positive how I was welcomed, namely with warmth and great appreciation. Here, everyone still knows everyone, so there is a lot of direct and personal interaction. I sense the will to make a difference among all of my colleagues. And they openly ask me for help. For me, the greatest asset is our employees. Their minds and ideas move the company forward. I am very happy that I am allowed to support and encourage people.
Why did you decide to work in the Service division?
At TDM Systems, we support the customer along the entire value chain. Starting with sales, software development and service. The exciting thing about this is that service bridges the gap between planning, solutions and services. This is where the promise we have made to the customer becomes reality. You cannot get any closer to the customer than in service. The frequency of customer service is highest and most intensive here. For me, there is nothing better than the success of the customer – and good service plays a very large part in this.
One last question: What is good service to you – in your professional and private life?
When I have a service request, I want to get the answers that help me solve my problem in the shortest possible time – and yet, or rather always, with a human element. I do not want to be served by a robot. And a smile in between cannot hurt either – if you simultaneously convey to the customer that you value their concern, but you take it absolutely seriously.