Michele Paoltroni: «Technical office, a true laboratory of ideas. Customer satisfaction paramount”

From operational optimization to customer care, everything in the Soema technical office is carefully analyzed down to the smallest details. Michele Paoltroni, manager of the area, explains it well.

Can you describe what type of activities you do on a daily basis?

“Main functions of my competence concern:

• Coordination of activities;
• The definition of operating procedures;
• Supervision;
• Evaluation;
• Continuous update;
• Communication;
• Management of technical staff and budget;
• Compliance with the rules”.

What are the values that inspire the way in which the relationship with clients is managed? «Having the customer on our side is a requirement for the success of the project. It is the person or the company that should be at the center and success is not only determined by objective, but above all subjective criteria. If customer expectations are not met, this corresponds to failure. It doesn’t matter how the project team itself evaluates the result. The creation of added value for the client is the absolute priority: during the project the interactions between him and our team – in fact – have the aim of facilitating a relationship of trust. This is the basis for guaranteeing true customer satisfaction, a starting point for future collaborations.”

What are the main challenges that the technical office faces on a daily basis?

«In everyday life we find ourselves facing challenges that concern the planning and coordination of activities, to achieve the objectives on time and with high quality standards. Throughout the process, communication plays a fundamental role in terms of collaboration both with external stakeholders (suppliers, subcontractors, clients) and with other company areas, from administration to human resources up to the production department”.

What are the strategic objectives for the near future?

«Increase business productivity, improve customer service, create innovative integrated products and services».

What are the priorities for the technical office in terms of innovation?

«Innovation is one of our driving forces and the constant creation of new ideas – transformed into products and technologies – constitutes a powerful fundamental element for Soema. Consequently, the technical office can be understood as a laboratory of ideas, in which each subject provides and has the possibility of developing their own contribution to research and development”.