Service à la Tool-Temp: fast, local and solution-oriented
He works like our IRIS control system: he is analytical and forward-thinking, and always focused on finding solutions. Since 2008, he has ensured that Tool-Temp's customer service means more than just reacting – it's about proximity, expertise in finding solutions and continuous development.
In this interview, Patrick Fonseca, Head of the Customer Service Centre (CSC) at the Tool-Temp headquarters in Sulgen, discusses how the company has evolved over the years, his driving ideas and how a strong team can overcome complex challenges.
1. How long have you been with Tool-Temp, and what has the company's development been like during this time?
I joined Tool-Temp in August 2008, and I have seen the company develop continuously and practically during this time, especially in terms of service, which plays a central role today.
I am particularly proud that we are closer to our customers than ever before. By systematically expanding our range of services, we can respond quickly and flexibly to individual requirements, whether through on-site repairs or repairs at our factory.
We have also expanded our services to include planned service calls, refrigeration inspections and an optimised supply of spare parts, enabling us to respond even more quickly and reliably to specific needs. At the same time, we have strengthened our international presence, entered new markets and continuously developed our products, with the clear goal of enabling our customers worldwide to enjoy smooth, sustainable and efficient production processes.
2. What are your responsibilities as Head of the Customer Service Centre at Tool-Temp? What does your typical working day look like?
In my role, I am responsible for overseeing our service department. I see myself as both a manager and an integral part of the team.
I support my colleagues with technical queries, assist with complex cases, and maintain close contact with customers. My daily work is extremely varied. Together with the team, I work continuously to solve technical challenges and develop our service processes in a targeted manner, always aiming to make our customer support even more efficient and practical.
For me, team spirit and close cooperation within the team (as well as across departments with production and engineering) are the key to success.
3. What are the most common issues that customers bring to you and your team?
Most customer enquiries concern technical support, spare parts orders or repairs to our equipment. Often, these are time-critical situations, such as unexpected equipment failure or production bottlenecks.
It is precisely in such moments that quick and reliable action is required. My team and I ensure that we respond quickly, develop pragmatic solutions, and get our customers' systems up and running again as soon as possible.
Combining this immediate responsibility with technical expertise makes our work challenging – and that is exactly what motivates us every day.
4. How does Tool-Temp ensure that spare parts are available quickly worldwide?
Fast availability is a key part of our service promise, and we have made targeted investments in this area.
This is based on a centrally managed, well-organised spare parts warehouse. This is complemented by optimised logistics processes designed for short distances and fast responses.
Our 16 international branches also hold extensive stock of spare parts, ensuring important components are close to customers and immediately available. Another key factor is our powerful ERP system, which monitors stock levels in real time, identifies requirements early on and enables us to manage our processes proactively. This enables us to supply our customers worldwide with the parts they need quickly and reliably, even in time-critical situations.
5. How important is personal contact with customers for successful service?
Personal contact with customers is central to the quality and effectiveness of our service. Many problems can be solved more quickly and efficiently through direct conversation. Personal interaction fosters a better understanding of the specific situation and enables a more efficient approach.
Furthermore, reliable and transparent communication is the foundation of trust, which is a crucial factor in establishing long-term and stable customer relationships.
As Head of CSC, I consider it particularly important that we actively embody this customer proximity throughout the entire team. It is precisely this direct, partnership-based exchange that makes our service so effective and reliable in daily practice.
6. What motivated you to enter the field of service and support in the first place?
My journey into this field was a gradual process. Initially, I had no clear idea of where it would lead. However, I soon became enthusiastic about the diversity and technical depth of the tasks involved.
In particular, I was interested in the combination of practical challenges, direct customer contact, and the opportunity to make an immediate impact. With every case I solved, my experience and conviction that this field was right for me grew.
Nowadays, I don't just focus on finding technical solutions; I also consider the strategic development of our service structures and strengthening team spirit. I am convinced that good results can only be achieved through teamwork, and this belief motivates me every day.
7. Which technical developments have had the greatest impact on services in recent years?
Advancing digitalisation has fundamentally shaped the service sector in recent years. Having technical documentation, planning tools and device logs digitally available in the CRM system has noticeably increased the efficiency of our workflows.
We can now retrieve information much faster, provide more targeted advice, and prepare service calls in a more structured way. Thanks to digital tools, communication with our customers has also improved – we can act proactively and respond more individually to specific requirements.
8. How does service support differ between different countries or markets?
Every country and market has different service requirements and expectations. In some regions, the rapid availability of technicians is the main priority, while in other markets, a reliable and uncomplicated supply of spare parts is of central importance.
9. What new service concepts or enhancements are planned for Tool-Temp?
We are committed to the strategic development and expansion of our range of services. Currently, we are focusing on expanding our training programmes and introducing preventive maintenance concepts.
The new generation of devices and the intelligent IRIS control system open up entirely new possibilities. Of particular note is the integrated early maintenance warning function, which detects potential malfunctions before they lead to a breakdown.
This helps our customers avoid unplanned downtime, increase operational reliability, and improve the stability and efficiency of their processes.
10. If you were a Tool-Temp unit, which model would you be and why?
I wouldn't be a classic unit, but rather our control system: IRIS.
Why? Because IRIS doesn't just regulate; it thinks for itself. It analyses data, detects deviations early on, and ensures that processes run stably and efficiently, regardless of the device or area of application. This also fits my role at Tool-Temp very well. I work across departments, identifying challenges early on and helping to develop practical technical, organisational and team-based solutions.
IRIS is versatile and adaptable, working in the background to ensure everything runs smoothly, which is exactly what I aim to do in the CSC team.
If I had to choose a specific device, it would probably be the TT-54500: a powerful cooling unit that remains calm under pressure. After all, staying cool when things heat up is an art form 😉.
