Irvine, California-based Roland DG, a manufacturer of wide-format printers, cutters, and engraving devices, announces the winners of its Global SE Awards 2018. The competition, which took place at Roland DG headquarters in Hamamatsu, Japan, tested the product knowledge and technical skills of the company’s top service engineers — 28 finalists from around the world that won regional contests within their respective territories. This year’s competition pitted finalists against each other in two categories: inkjet printers and Roland’s new 3-D devices category, which includes its dental milling machines.
The winner in the inkjet printer category was Mark Johnson from New Zealand representing Aarque Group Ltd., while Kevin Rosen, a Roland DGA lead technical support specialist from the United States, was named champion in the 3-D/dental devices category.
This year was Roland DG’s third Global SE Awards competition, with similar contests held in 2013 and 2015. In addition to recognizing the abilities of service engineers both regionally and globally, the company says the competition helps motivate the SEs to further improve their skills and raise the standards of Roland DG Care — the company’s customer service and support program.
A total of 778 SEs took part in this year’s SE Awards competition — the highest participation rate ever.
“With so many skilled technicians participating, simply making it to the finals is an incredible feat,” notes Ron Ball, senior director of service at Roland.
The first day of the competition in Japan consisted of a written exam that tested the finalists’ knowledge related to hardware, parts, software, and other aspects of product repair and maintenance. A hands-on exam, held on the second day, challenged the ability of each competitor to successfully resolve specific product issues — some of which they may have never encountered previously — within a limited time period. In addition to being tested on their technical skills, the SEs were assessed on how actively they shared their personal experiences and know-how with other SEs as well as how frequently they used Roland’s online learning platform.
At the Global SE Awards closing ceremony, Roland DG president Hidenori Fujioka congratulated the champions and all of the participants on their achievements.
“The extensive product knowledge and outstanding technical skills of our SEs are crucial to developing and maintaining strong, positive customer relationships” says Fujioka. “All of us at Roland DG appreciate and respect your efforts.”
Aside from Johnson winning in the inkjet printers category, second place in that category went to Matthew Wrench from the UK, representing Roland DG (U.K.) Ltd.; and third place went to Vincent Votruba from Slovakia representing ALPHASET spol. s.r.o.