Age: 45
Work: Engineering Manager
Segments: OEM
Family: Married, 2 kids
Location: Midwestern United States
Age: 45
Work: Engineering Manager
Segments: OEM
Family: Married, 2 kids
Location: Midwestern United States
Oliver is an engineering manager at a mid-sized manufacturing company in the midwestern United States. As the engineering manager, Oliver is responsible for designing the system that will go in their customers' facilities. Oliver will work with BDC for the burner component of the system.
Personality
Taking full ownership of his role, Oliver feels responsibility to ensure that his efforts contribute to the success of the company. As the engineering manager, he is accountable for the end product his company sells. With this responsibility, Oliver makes sure all of his "i's" are dotted and his "t's" are crossed. Since it is a complex operation, Oliver knows that he needs to surround himself with other team members and suppliers who possess the expertise he doesn't have. When he is able to find suppliers he trusts, he will let them take ownership of their area of the project. This frees up Oliver's headspace so that he can focus on the areas he does best without having to be an expert in everything.
Because Oliver is a busy guy, he needs to get responses quickly. He doesn't like having to talk to many different people to get an answer that he feels like should be easy to get. He also likes to have a direct line to the person who holds the knowledge instead of trying to track that person down. This helps him get answers quickly when he needs them and gives him a sense of trust and peace.
Because Oliver takes a great deal of pride in his work, he doesn't like to hear about issues or too many service calls on his systems. When things like that do happen, he wants to make sure they get taken care of as quickly as possible.
Motivations
Vendors / Partners
Leadership Team
Industry "Experts"
Age: 40
Work: Maintenance Manager, Project Engineer
Segments: End User
Family: Married, 3 kids
Location: Midwestern United States
Edward is a Maintenance Manager or Project Engineer in charge of keeping the plant up and running. He is responsible for making sure all of the equipment is in good working order.
Personality
Edward is a problem solver at heart. He loves the challenges associated with his role, but can get stressed when there are too many issues at one time. He feels much better when he has other around him who he can partner with to solve the challenges that are before him. Since there is a lot of equipment in his facility, Edward simply isn't capable of being an expert in everything. While he is well-rounded and able to figure things out, he loves to have outside partners he can rely on for support, whether that is through service calls or simple phone calls to talk through a problem.
In terms of service, Edward appreciates having a direct line to a knowledgeable service tech. The faster he can talk to someone who can help, the faster the plant will be back up and running. Edward is measured on the amount of down-time in the plant, and since "time is money", down-time is seen as largely unacceptable by the leadership team. When service calls are taken with a sense of urgency, Edward appreciates and remembers it.
Edward also loves when suppliers are able to provide him with value that goes above and beyond. For instance, if a machine goes down and an expert service technician is able to quickly diagnose the problem so that only one part needs to be replaced or repaired instead of the whole component, this saves both money and time and makes Edward look good in the eyes of his superiors. This is also true for looking at how their current system could be improved to be more efficient or reduce potential future issues.
Motivations
Leadership Team / Managers
Industry "Experts"
Vendors / Suppliers
Info from Industry Trade Shows