Shepard to Spearhead Inca Digital Expansion of Customer Support in North America
CAMBRIDGE, England—May 22, 2015—After the successful roll-out of the joint service support program between Inca Digital and Fujifilm for Onset customers in Canada, changes continue to be made to extend the Inca Customer Support team in Chicago.
The team is responsible for the servicing of all Inca Onset flatbed printers sold in the United States by Fujifilm Graphic Systems, as well as overseeing the first line support for all Onset customers in Canada. “The growing demand for service drives the need for continuous improvement,” explained Ron Shepard, vice president of customer support, North America at Inca USA. Shepard joined Inca USA last year. He came from Heidelberg CSAT America where he was director of sales and marketing, responsible for all efforts centered on the company’s entry into the digital label marketplace in the United States, Canada and Mexico. Before that, he was national in-plant specialist at HP Indigo America, responsible for sales and support of digital imaging print solutions to the corporate, state and local government, and higher education marketplaces.
Further proactive steps have been taken to build the Inca USA organization to support current and future growth. Dimitar Hristev, formerly a field engineer at Kodak, has assumed the role of response center lead in Chicago, coordinating efforts for customer support. He is assisted by Steve Sluzas and Daniel Lewis, offering customers remote access to engineer resources when needed. Inca USA will be employing a similarly tiered support system that is currently engaged in the U.K., aimed at matching the United Kingdom's remote machine fix rate of 60 percent, improving machine uptime.
Inca Digital is also expected to significantly increase its parts inventory in the United States, to reduce the reliance on express international shipments from the Inca headquarters in the U.K., and provide much faster response of needed parts to customer sites.
“I strongly believe that sales effort sells the first machine, but service sells the second,” commented Shepard. “Inca customers love our products, our support response is good and Inca Digital is a world-class organization. After a thorough training program in the U.K., I feel I am ready to go and engage our customers and staff to ensure their successes and the future success of Inca USA.”
About Inca Digital Printers
Inca Digital Printers, part of the SCREEN Graphic and Precision Solutions Group, is one of the world's leading pioneers and manufacturers of flat-bed inkjet printing technology. The Eagle and Columbia printers set the early standards in UV inkjet flatbed printing. Today, the Onset Series ensures that Inca's products remain at the forefront of productivity, quality and reliability. Fujifilm manufactures and develops the UV inks used in Inca machines and sells the flatbed printers around the world.
Inca's facility in Cambridge, England, incorporates R&D, customer support, machine assembly and commissioning, a dedicated training facility and a clean room for printhead assembly and refurbishment. With approximately 20 percent of staff involved in R&D, a significant investment here helps the company maintain its position at the forefront of machine productivity, innovation, quality and reliability.
Source: Inca Digital.