Meet the team: Wilson Tan
April 30, 2024
Wilson Tan, Service and Training Manager at Lintec & Linnhoff.
Lintec & Linnhoff prioritises aftersales support to deliver the best customer experience possible. In this series of interviews, we talk to the company’s highly experienced team of specialists to understand what it takes to maintain a first-class product support operation.
What is your name and role?
My name is Wilson Tan and I am a Service and Training Manager at Lintec & Linnhoff. I have been working here for over 30 years, 25 of which I spent in China managing client service, the warehouse, after-sales support, and quality control.
Tell us about your job.
My job is to make sure that our customers are satisfied by solving critical issues whenever they happen. Most of the time, this involves engaging in conversations with the engineers on site and determining the best way to solve the problem quickly. I also manage the installation of new plants, which comprises a broad range of tasks, such as checking that the specifications of the foundation drawing are correct before the plant installation.
In practice this involves a number of tasks before we start plant work, including discussion of safety measures, such as the roles of the electrical and mechanical individuals in charge. I also provide advice on how and where to start the plant installation.
How would you describe your working relationship with customers?
My approach to working with customers is to treat all customers as partners. This means resolving issues by listening and understanding customers’ pain points.
Every customer interaction presents its unique challenges, which helps me to continuously learn and adapt. From handling difficult situations to finding creative solutions, working in after-sales service constantly pushes me to improve my problem-solving and communication skills when handling different customers.
Wilson believes in cultivating lasting relationships with customers, serving as an extension of Lintec & Linnhoff’s dedication to fostering trust and reliability.
In my opinion, the most important part of customer support is solving the problem, regardless of when and where it is happening. Machine or plant downtime is expensive for our customers so I do all I can to minimise this, to ensure our customer is fully satisfied.
I like to build a relationship based on trust, keep communication channels open and solve their specific issues as quickly and efficiently as possible.
By nurturing our relationship, customers will see us as a dependable and reliable partner for any issues they might face during their production processes.
What has been one of the most memorable projects during your time with the company?
I am proud of the work I completed on the Shandong Dongyin Road and Bridge project, and the Hong Kong-Zhuhai-Macau bridge project. Both projects presented unique challenges, which required me being on-site for the project duration of about 2 months each. For both projects, we were working on a tight deadline for the delivery and installation of the plants. The projects were highly complex and required customised solutions. However, we managed to complete it well-ahead in time and even sold another plant as the customers were very satisfied with our presence and the plant’s performance.
I had also worked on another memorable project in Ethiopia, which is the construction of a highway connecting the capital city, Addis Ababa to other cities and towns in the country. This project improved the national transport network for cargo movements which helped improve the country’s economy, and I felt honoured to be part of this important project.
After so many years with the company, what do you hope to achieve in the coming years at Lintec & Linnhoff?
I am very excited for the future as there will be a new scope to my job role this year. This involves the training of Lintec & Linnhoff service engineers, so that they are fully prepared to go out into the field and provide valuable service to our customers on the installation of new plants. I am happy to pass on my 30 years of experience to the next generation.
What do you like to do when you’re not at work?
I am passionate about LEGO and find it relaxes my mind. Rather than watch television or use my hand-phone, I like to build LEGO.
I also have two sons – the eldest is in the Singapore Navy and the other is studying at a Polytechnic. During the weekend, we enjoy spending time together and visiting places such as the Singapore Zoo, Marina Bay, and the Sembawang Hot Spring Park.
Wilson enjoys some downtime with his LEGO set and enjoys building intricate designs.
About Lintec & Linnhoff
Lintec & Linnhoff is a global manufacturer and distributor of leading-edge solutions for the asphalt and concrete industries under the Lintec and Linnhoff brand names. Its products include asphalt mixing plants, concrete batching plants, pavement related technologies, and specialist concrete cooling solutions.
All its machines are engineered to the highest levels and exceed global standards for environmental impact, recyclability and reusability. The company’s key technologies include Lintec’s containerised asphalt and concrete batching plants built in 100% certified ISO sea containers and Linnhoff’s screen drum technology.
Lintec & Linnhoff combines the craftsmanship, precision and engineering expertise of its German heritage with the exacting standards required to serve the varied needs of the global construction market. It provides purpose-built solutions to customers that are supported through its team of global experts and distribution partners.
Lintec & Linnhoff plants have helped deliver some of the world’s most prominent construction achievements, including the Hong Kong-Zhuhai-Macau bridge; Yas Marina Circuit, Abu Dhabi; The Palm Island, Dubai; the Storebaelt Bridge, Denmark; Merdeka 118 Tower, Malaysia; and the 1st Polder Project in Singapore.
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MEDIA CONTACT
Punitha Govindasamy
Assistant Marketing Director
Lintec & Linnhoff Holdings Pte Ltd
punitha.govindasamy@lintec-linnhoff.com
Ben Shaw
Director
SE10
