What does … an After-Sales Manager … actually do?

“I love to support projects over the long term,” says Adrian Rüegger-Strübin, bending over a sheet of paper. He has neatly recorded the life cycle – or the experience cycle, as he calls it – of a fixed installation. The 37-year-old is perfectly prepared. He leads us eloquently through his presentation. This is routine for the trained multimedia electronics technician with a federal certificate in technical commerce. He has been working for Habegger for almost 15 years.

Service division established

He started his career in 2008 as a service technician. “We were given the opportunity to set up 170 sales outlets for Valora,” recalls Adrian, who is from the Zurich Oberland. At that time, everything had a handmade feel, the service department was in its infancy. Adrian took over the coordination of the various teams that carried out the installations and repairs throughout Switzerland. He was finally entrusted with the further development and expansion of the service division.

After the project is always before the project.

Advice is what matters

Today, he is responsible for After-Sales together with Michael Berger, Senior System Developer. Besides processing the service hotline tickets, a large part of his job is giving advice. He comes into play as soon as a visitor centre or AV system has been installed and handed over to the client: “After the project is always before the project.” Adrian draws up maintenance contracts or flat rates for maintenance and services that are not covered by the statutory warranty period of five years according to SIA (the Swiss Association of Engineers and Architects).

Legally regulating service provision

To do this, he trawls through 80-page service and work contracts and analyses general terms and conditions, as well as the specific property documentation, always with the aim of minimising the liability risk both for the client and for Habegger. The aim is to harmonise the wishes of the client and the maintenance requirements of the technical and structural components. This is not always easy. “More and more companies are moving away from maintenance contracts, because this reduces their fixed costs,” he explains. But this way of thinking is usually too short-term. Most of the fixed installations are unique – individually designed to cater for the client’s wishes – and the maintenance is correspondingly expensive. In addition, the warranty can only be provided if the installation has been maintained according to the manufacturer’s specifications and the maintenance interval has been regularly observed.

Adrian Rüegger-Strübin (left) together with his colleague Marco Fioretti in the Ebianum.

Long-term experience

In general, people mainly look at the price nowadays, he says. “I always make clients aware that they should choose products for which spare parts are available even after the warranty period has expired,” explains Adrian, who describes himself as an absolute technology freak. It is also important, he says, that the client should decide before construction how they want to operate the installation after five years. Dismantling, refreshing or even a brand-new construction? “The investment is calculated so as to be written off after five years, as the technology also has a “shelf life” and is more susceptible to malfunctions after that,” he adds. In other words, after the first five years, the installation should be dismantled or new investments made. This is the only way to maintain the experience for clients and their end consumers.

Positive client feedback as a thank you

As After-Sales Manager, Adrian is involved in the creation of the product, but the credit for the creative concept and the high-quality craftsmanship goes to others. Nevertheless, Adrian has never been tempted to take on another role or even to move into the event sector: “I like my interface role, the daily challenges and the long-term relationships with clients.” They give him a lot in return and make his job special.

Do what you love in the service of people who love what you do.

Flexible working day

At the same time, the father of two particularly appreciates the flexibility of his job: “I have the freedom to plan my day independently – sometimes with clients, sometimes in the office.” This means he can optimally keep up his family life while also offering his clients the service they want. Entirely true to his motto: “Do what you love in the service of people who love what you do” – a book title by the American leadership speaker Steve Farber. The passionate problem-solver forwards us the corresponding screenshot at the same time – and so the conversation ends as it began: perfectly prepared.