"How Global is Your Local Seal Supplier?" with Mandy Wilke, Technology Specialist Fluid Power

Mandy Wilke, Technology Specialist Fluid Power Europe based in the Trelleborg Sealing Solutions headquarters in Stuttgart, Germany, answers questions on how she and her team support a global but local focus.

ITG: Describe your daily activities within Trelleborg and how they benefit the customer:

MW: I’ve worked for Trelleborg Sealing Solutions for nearly five years now. I started as a test engineer in the development department and now I am a technology specialist for fluid power in Europe.

The main part of my job is to support our European marketing companies with technical questions, whenever there is a need. Very often I am in direct contact with our customers; in many cases we are not just a seal supplier but a partner to them. Being our customers’ partner often means being involved in their development processes right from the beginning. We support them with the knowledge we have in our core competences: sealing, damping and protecting. This is an important benefit for our customers.

At Trelleborg Sealing Solutions, we do not want to deliver only standard parts. We also want to deliver, and we do deliver, a complete sealing solution, which is far more than just the seal itself. We can provide a deep knowledge in various topics to support the customer. This is very often a success factor not only for Trelleborg, but for the customers themselves and ultimately the end customers, as they are supplied with a superior product.

In addition, within the Fluid Power Europe segment, we always take a strategic view on projects, looking for the best possible solution for our customers. One very good example of this Trelleborg Sealing Solutions strategy is our new seal concept, which we call Lubrication Management.

ITG: How important are people in achieving the facility’s goals and ensuring customer service?

MW: From my point of view, the main element of achieving a high degree of customer service are people. Very often the human factor is underestimated.

I would not be able to be successful in my daily business without many other colleagues supporting me in different areas. This could be colleagues from supply chain, product management, quality, R&D, marketing or even more importantly, a colleague taking over a small daily task when a customer has an urgent request.

In technical issues, a deep knowledge is a must for successful support and this is a direct benefit for our customers, especially in tribological systems that are often encountered in fluid power applications. Responses are required from experienced and competent people rapidly. It’s not just about high tech equipment but people as well. Another factor where people are vital is engendering our long term partnerships with our customers. Again we are not only a seal supplier, we are a partner and want to give the best possible benefit to our customers.

ITG: Do you interact with your colleagues globally to provide solutions for customers in different locations around the world?

MW: Yes I do, and I am really proud to have the opportunity to do that. Globally this is always a challenge due to time differences; when one part of the world is starting, I am ending my day, while the rest of the world is the other way around.

Since 2013, we have had a very good example of how this can be done in a successful way. Focused on a request coming from the customer side, we created a Global Surface Competence Team and it is my pleasure to lead this group. It has enabled me to collect the knowledge and experiences globally on a topic, which is very often seen as difficult due to its diversity in terms of available coatings and production technologies.

Bringing that knowledge together in a globally organized group is a challenge, but again it benefits our customers. By identifying the best counter surface specification depending on the coating technology in combination with our seals, we can guarantee the superior functionality and performance of our sealing solution within an application.

How does your site help to fulfil our ‘Global but Local’ philosophy?

MW: One example is the Global Surface Competence Team.

For me, another important way that I work, is to always respond to any colleague who is asking a question that I am able to answer. For sure, this can be quite stressful but my personal philosophy is that “no is a no go”. With just one phone and one e-mail Inbox, I have to rely on working alongside other colleagues to provide all of the answers. At the end of the day, we are always focused on the best benefit for our internal and external customers.

There are also challenges in the field when colleagues locally cannot solve technical discussions on their own and call for global support. For me that global local link is very important.

In Europe, English is commonly used and also globally. However, there is nothing to compare to colleagues who can speak the local language of their customers and share a connection between them culturally. Very often I have face-to-face meetings in Europe where three or four languages are used to get over the content of discussions with participants. This is living global but local; something you cannot do over a phone in English.

What makes the country you work in unique?

MW: I do not like to focus on the country I live in – my job is located in Germany, yes, but due to my role I would like to say I am a European.

Focusing on Germany, where I am located, I would say there are real differences from North to South and from the West to East. I prefer to travel north as my home town is there.

Unique though? How can I answer? I would say the German people are unique! This is true for Germany but for then rest of Europe too. For me, I always find the diffe rences fascinating and exciting.

Do you have any travel tips for readers who may visit your country?

MW: Yes – of course!

My hometown is in the North of Germany: Hamburg, called the “Door to the World”. I still find Hamburg one of the most fascinating places in the country; you can find everything there. You have the harbor, as well as hills, for instance. One of my favorite new buildings is “Elphi” and the open Plaza is well worth a visit. The view around it is wonderful and it is perfect if there is a breeze and light rain. Though others may prefer sunshine, this is my favorite weather. We do see the sun in Hamburg but less often than in the south of Germany and sunny Stuttgart.