Erich Mayer

Background

About Erich Mayer

After working in Quality Assurance in my home country Austria for a few years I moved to Saudi Arabia when I was 23 to start working with Philips as a Customer Support Engineer for Magnetic Resonance. At the time I worked on S15, T5 and NT systems. In 2003 I moved to The Netherlands to work as a Tier 3 Field Support Specialist. Next to numerous off site assignment (worldwide) I provided worldwide remote support via the MR Helpdesk. In 2011 I developed the Flying Quality Squad (FQS) following the example set by iXR and became the first FQS Team lead for MR. The very first FQS – at that time called CEV (Customer Experience Visit) was carried out at 4 sites in China (in 2011). Since then I have planned, executed and followed up upon more than 200 customer visits in Europe, Asia, USA and Latin America. I also cradled spinoffs of FQS we called Delight and Single Customer FQS (special assignments to sites in the USA). During these Tours I am primary customer facing. Together with my Team (from Application and Service) we aim to resolve as many issues we face on site, remaining issues are followed up via Action Items by the local Team. Feedback for future product improvement in channeled into the organization via Customer Feedback.