“Trust has to be earned”
What makes a good Service Technician? For Patrik Ergenzinger, Service Technician in Surgical Workflows at Getinge, it is about much more than technical expertise. It is about solving problems, being there for customers – and earning their trust, time and again.
No two working days are the same. Some days start with emails, administrative tasks and meetings; on others, Patrik heads straight out to a customer. At the end of the day, it is often the challenging situations that stay with him – especially when he and the customer were able to find a solution together.
“I like supporting customers in challenging situations – for example, when there is an urgent issue and I need to find a solution quickly.”
A good day ends with a satisfied customer
Of course, things do not always go according to plan in Service. Technical challenges, unexpected problems and different customer needs are all part of Patrik’s daily work.
But that is also part of what he enjoys about his job. For Patrik, a successful working day is not necessarily one where everything runs smoothly.
If I’ve been able to solve a lot of problems and the customer is satisfied, then it’s been a good day.
Patrik Ergenzinger, Service Technician in Surgical Workflows at Getinge
When Patrik talks about his day after work, these are often the situations that stay with him: Where did he reach his limits? What obstacles did he have to overcome? And what went particularly well in the end?
Good customer relationships take time to grow
An important part of Patrik’s work does not happen at the equipment itself. For him, good Service is also about the relationships he builds with the people he works with every day.
“A good customer relationship has to grow. You have to prove yourself and build trust through good work.”
For Patrik, working together as equals is key: appreciating one another, communicating openly and supporting each other even when situations become more challenging.
That kind of trust is not built during a single service visit. It grows over time – through consistently good work.
Being there when it matters
As a Service Technician, Patrik is often a direct point of contact for customers when a technical problem occurs. At the same time, there are factors outside his control – from parts availability to other organizational circumstances.
Nevertheless, his goal remains clear: to find the best and most efficient solution possible for the customer within the scope of what he can do.
“At the end of the day, we technicians are there when a customer has a problem. Our job is to solve that problem.”
And perhaps that is what best describes the people behind Getinge Service: technical expertise is the foundation. But trust is built by the people who bring that expertise to customers every day.
Quick questions
Coffee or tea?
Definitely coffee.
How many kilometers do you cover in a typical week?
Around 500 on average – sometimes considerably more.
What do you listen to while driving?
Often I’m on hands-free calls. Otherwise, an audiobook or music.
What can’t you do without on a maintenance day?
My speaker.