“As a field service engineer, I’m the face of the company directly in front of the customer. Being able to build relationships with them is a definite advantage,” says Findlay McLaughlin. Learn more about how Findlay implements the Beneq value in his work – add value by knowing our customers’ needs.

The number one way I bring value is by maximizing customers’ tool uptime. Whether that’s through rapid commissioning, or prompt responses and resolutions to any challenges – it’s all about keeping the customer up and running.

This ties in with supporting customers by responding quickly, and if I’m not the one with the answer, connecting them to that resource within the company. For example, Beneq utilizes tools for tracking quality issues during commissioning. This not only provides a quick solution to the issue, it tracks issues so root causes can be addressed, which is huge.

It’s easy to fix a problem in the field, but using the company’s systems to make progress towards preventing issues in the first place is what keeps Beneq competitive, and makes it a great place to work.

Working in the field, I’ve found that sales opportunities are a good way to connect with customers. The cool technologies we’re pursuing are great conversation starters since we’re all sort of nerds about this stuff.

Operational excellence as an imperative

I’ve worked for a lot of different companies – big and small, startups and established companies, and in different industries. I’ve also served in various roles, and if I had to name the most important aspect of a company, it would be values that foster inclusion.

Also, the organization needs to support a culture of not just fixing problems but building systems that are problem-proof. Systems like root cause analysis, kaizen or continuous improvement, lean manufacturing – these are imperative in today’s world.

I think half of the challenge of fulfilling our customers’ needs is solved by talking to them. But sometimes customers don’t actually know yet what is the best solution. If you do a little more digging, you can make sure that you’re selling them the right product.

What are they ordering and what have they ordered previously? What are they doing with it? What have they done before, what are they planning to do, and how do we help them knock it out of the park?

I’m regularly asking follow-up questions in all of my work. ‘How?’ and ’Why?’ are questions people don’t always ask

Findlay McLaughlin

Never enough learning

Learning has shaped me into a more truly open-minded person, but it’s also responsible for building so many different facets of who I am.

I’m still training, and I’ve never worked directly with ALD before this role at Beneq. So, at this point, the area of expertise that I’d like to develop is ALD! It’s a wonderfully complex process, and the range of tools we build is quite varied. I’m looking forward to the point where I have an in-depth understanding of the machines, this process, and its applications.

Through my work as a field service engineer, I think I’ve really mastered the art of learning something new – specifically, breaking something down into systems, components, and processes, and understanding each one of those details and their connections.

Again, it’s about open-mindedness and asking questions. You can dump me in front of anything I know nothing about, and within a few minutes or a few hours ­– depending on the complexity –  I’ll have a rudimentary understanding of it.

Varied interests inspire connection

I used to say my claim to fame is being able to fix things no one else can. But really, my superpower is my uncanny ability to build a genuine relationship with almost anyone. I think it’s a result of my social nature and my widely varied personal interests.

You could catch me listening to Wu Tang in the morning, reading Goethe’s Faust in the afternoon, and hosting a lecture on radiation safety that same evening. But how this shines through in my work is through personal interactions. When I’m at the office, it makes life easier, and certainly makes work easier. Someone would much rather find that schematic for their friend Findlay instead of just find a schematic for ‘someone from life cycle services.’

Maybe it’s because I love the work that I do, but I will often send colleagues fun photos, updates and chatter about the work. When I encounter something I know a particular person would enjoy, I make a point to share it with them.

Diversity. Excellence. Art and beauty. People and their thoughts, dreams and lives. These are the things that get me excited. I’m just happy to be on this little blue marble with so many wonderful people.

 

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