LiSEC Australia: Customer satisfaction is top priority

When LiSEC first entered Australia, it was a humble beginning. The Sydney branch, established in 2006, operated with a team of just three. Angela De Maina, Projects and Service Coordinator and a long-term employee, recalls in the early days they processed only a handful of orders and responded to a couple of queries in a day.

Since then, the subsidiary has experienced remarkable growth, a testament to its commitment to excellence and innovation. Today, the team has expanded to twenty-nine, functioning seamlessly across three core departments: projects, service, and spares.

LiSEC now holds an impressive share of glass machinery and software in the region. With such a substantial presence, effective collaboration within the team is essential. Meeting customer demands requires a synchronised effort and a shared vision. At LiSEC Australia, it’s not just about business; it’s about building relationships. The professional bonds among colleagues extend beyond office walls, creating a close-knit team that operates like a small family.

The machinery service and spares department serve as a driving force behind the company’s operations. National Projects and Service Manager, Ben Cutler leads the team of ten who spend most of their time on the road, working on installations, machinery rebuilds, and mechanical adjustments.

Australia’s vast land poses logistical challenges for the team. With technicians scattered across the country, service technicians must be versatile. These “all-rounders” blend mechanical and electrical knowledge — a dual trade to support LiSEC machinery nationwide. Each customer site presents unique conditions, with varying machines and workflows. Factor in the rapid evolution of mechanical and digital technology, and adaptability becomes essential. The service department has recently strengthened its footprint by recruiting additional technicians due to commence in March and April to support New South Wales, Western Australia, and Victoria – one installation and adjustment at a time.

Simultaneously, the software department plays a pivotal role by providing critical support for functions like GPS.order, prod, and autofab to clients in Australia and New Zealand. Led by Adam Zinman, Head of Automation HUB Region Oceania / SE Asia, this dynamic team of six specialises in intricate and highly technical software domains.

The department has seen recent changes. They extend their gratitude to Varun Mohan, Support Engineer, whose significant contributions have helped ensure the team’s success. As Varun embarks on new endeavours in Dubai, he will continue to support Australian customers from afar. Alongside senior technicians Isaac Watts, Ryan Boyd, and Mutahir Hameed, the team warmly welcomes two new members: Yathuran Balachandran and Michael Hallinan.

Yathuran, who joined in September 2023 has integrated with ease into the team and brings a strong background in IT support, management, and order entry. Michael, who came aboard in January, boasts five years of experience with Rockwell Automation. His specialisation in PLC’s and MES ensures a smooth transition into his new role.

Looking ahead to 2024, LiSEC Australia’s vision is to be the partner of choice for glass processors’ automation requirements and their digital transformation journey. Twain Drewett, Head of HUB Region COS - Oceania / SEA, about his plans for the future:

“Our key focus is to increase LiSEC’s value proposition to existing and new customers by providing “all.in.one:solutions” that combine top-tier machinery and software with quality end-to-end support services, with customer success central to all that LiSEC do every day.”