I am part of a team here at Denco. We all work together to make sure that our customers receive the best possible support for their Roland DG equipment. I enjoy working with my teammates and Roland DGA technical support to give our customers a better than expected experience.
I am constantly trying to learn about new technologies in the Dental CAD / CAM industry to better understand future trends. I have a background in Electrical and Computer Engineering which has helped me understand the components that make up these complex systems. I look forward to the challenges that each unique system provides. I use these challenges to better my knowledge to help solve our customer issues as efficiently as possible. I am excited to participate in this global event, as it provides a challenge I have yet to experience.
Everyday’s a school day! There’s always something to learn and discovering new solutions is an important part of what makes being a Roland DG Service Engineer interesting.
Sharing knowledge with colleagues worldwide and continuously learning from each other helps me get customers up and running quickly.
I regularly discuss issues with other engineers and keep an eye on Imagi-net, the online platform for Roland DG service engineers, to better understand what problems are being encountered in the field. I spent 20 years as a sign maker, so I know what to expect from a printer and how to achieve the best results. I also understand what it is like to have a problem with a printer and how important it is to have it repaired as soon as possible. I am delighted to be able to represent myself and my company in the Global SE Awards and hope to do very well in the final.
As a service engineer, the most important and hardest thing to do is to see the customers smiling. To achieve this I try to stay up to date on Roland DG hardware and software and also on the human resources field. I manage to do this thanks to a multidisciplinary approach and being patient.
I’ve been making an effort to gain general knowledge of our industries as well as service information. Based on such knowledge, I suggest the best solution to our customers to resolve their problems. With a variety of field experience and accurate service technology, I will do my best to achieve good results in this competition.
The highest priorities of my career are providing loyal service to customers and sharing information with my colleagues. Based on the manual, I’ve learned knowledge and skills through practice over and over and resolving customers’ difficulties. Also, I’ve shared solutions with my colleagues, partners and customers through the communication network. I hope that the upcoming contest will offer a good opportunity for fair competition, to share our skills and, most of all, to enjoy our time together.
I discuss issues with colleagues and dealers while accumulating actual service experience to enhance my knowledge and skill. As a service engineer, I believe that skill, politeness and patience are the most important criteria. I am honored to join this competition and I will do my best to get into the Top 5 in the final contest.
I usually prepare before going out on a service call so that, when I’m at the customer’s office, I already know all the service bulletins, any major problems reported by my colleagues, the latest firmware and software versions and so on. I’m not only prepared for the problem reported, but for everything that may happen. I like to talk to the client to give them confidence that it isn’t a critical problem and that I’ll be able to solve it. I then ask them to show me the problem so I can analyze if they are operating the machine correctly. I’m very excited to participate in the Global SE Awards and exchange experiences with technicians from other countries. I hope to be among the best competitors, but if I’m not, I’ll stay motivated to learn more.
For customers, I think the most important quality of service engineers is having someone that can be relied upon. To achieve this goal, everyday involves training so that we can respond in the best way possible to any concerns that customers may have. I hope to do my best at the global competition to demonstrate the results of my daily efforts.
I believe that the most important ability for service engineers is being able to demonstrate sound observation skills. My experience with servicing a broad range of equipment has proved invaluable in determining the cause of problems. I also take every opportunity possible to improve my own skills and knowledge, including reviewing repair notes and the reports of other service engineers. I will do my best to achieve the best possible result at the global competition.
Before I go about repairing our customers’ vital equipment, I always begin by asking questions to provide valuable customer service with an inquisitive approach. At the global competition, I am confident in my ability to improve upon my previous personal best.
To improve my ability to repair equipment, I like to take apart and assemble things. In my free time, I check for news on the Roland DG extranet and watch Academy videos on how to offer the best solution. The most important thing to me is the great community behind each technician which helps a lot in solving problems. I am very excited to learn about Roland DG’s corporate facilities, as well as to meet and share experiences with technicians from other countries. Also, I really like being able to travel to Japan.
As head technician, I am involved in analyzing and solving more complex issues with customers every day. I also mentor and consult with junior colleagues. Being in the industry for over 15 years enables me to solve issues promptly due to my extensive knowledge. I am often able to help the customer without direct intervention, saving downtime. Customer experience is the most valuable measure of my job, by delivering professional service and having customers who know that ALPHASET and Roland DG are reliable partners, always able to support them when needed. I’m very honored to represent ALPHASET in the global competition. It is going to be an amazing experience and I'm looking forward to this challenge and meeting all my peers in Japan.
Every morning, I review the global community sites and online platform for Roland DG service engineers for any trending problems. This allows me to grow and to assist my fellow colleagues in other regions with the problems they are seeing. What is unique about me as a service engineer is my ability to explain why an error occurred and how to resolve it in simple terms for each customer to understand. I try to resolve any customer problem with one visit and make sure to leave the machine and workspace in a cleaner state than when I arrived. I am extremely honored to have been chosen for this event. This will be my first time in Japan and I am looking forward to experiencing the culture, meeting all of my fellow Roland DG colleagues from around the world and doing my best to win.
It is very important to be well informed about news and update information which is why I think Imagi-net, the online platform for Roland DG service engineers, is the right place to visit regularly. Being well informed provides me the tools to assist and advise my customers to make the right choices. The most important part of my job is to see that the customer is pleased and confident by my help. I am very excited to participate in this global competition, which I know will be excellent for my further development as a service engineer.
I am always trying to learn something new. All problems are a form of learning because they lead to discovering new information to solve them. My unique strengths as a service engineer are organized thinking and staying calm. To solve problems, I discard all the other options so that the client gets the correct solution quickly. Being exposed to global knowledge and learning new things is always motivating. I look forward to the competition and contributing everything I know.
15 years working in the field on Roland DG printer products and studying technical information has helped me analyze problems and become better at finding solutions. Precision, patience, and attention to detail are the keys to my success. Customer communication makes me more efficient and helps me discover the best solution. I think the most important characteristic for a service engineer is patience. It is my great honor to participate in this Roland DG Global SE Awards event. I will do my best to learn and grow.
As a service engineer in the dental business, I build up work experience by staying in the front line of customer service. I also appreciate Roland DG China’s technical support engineers, internal training and knowledge sharing. Before joining Upcera, I had a solid background working with CNC machines which makes my work on Roland DG dental mills much easier. As service engineers, we must remember that customers will always love and appreciate you when you are able to solve their problems. I am proud of being a Roland DG service engineer.
For an SE, every day is a new opportunity to learn more about the products, our customers’ needs and push ourselves further. My strength is never giving up -- no problem is unsolvable! Ensuring that the customers have a good experience with both Roland DG and our products is always my goal. I look forward to competing with and learning from all the other members of the Roland DG Family.
As a Roland DG service engineer, I am privileged to be able to supply service and support to our customers and to maintain our brand and its status in the marketplace. Attending this competition will allow me to gain valuable insights from other service engineers based around the world and to hear what their challenges are.
Over the years, I’ve learned that a little bit of reading on the online platform for Roland DG Service Engineers goes a long way in helping me provide the level of service and support that our customers want, and to minimize any potential down time they might otherwise experience. Having a great team of authorized technicians in the office also helps. Over the course of this contest, I hope to gain new experiences and friends from other parts of the world.
For me it is important to keep myself up-to-date when a new printer comes out. I keep my knowledge current by visiting technical training in Belgium a few times a year and also by watching videos on Roland DG Academy Online, an online learning platform for service engineers. My strength as a service engineer is that I have 10 years’ experience. My job is to see that the customer is happy when I leave his company after an installation or service visit. It is an honor to be in the final competition of the Global SE Awards where I will be trying to be recognized as the best service engineer of 2018.
I have the lucky opportunity to work with my boss who is an excellent partner. My strength is memorizing everything I do. It prevents me from making the same mistake twice. In my opinion, a service engineer must be able to solve every kind of problem as quickly as possible to give the customer better confidence in the brand. As an athlete, it’s an honor to be selected to represent my country. I want to show Roland DG Benelux that they didn’t make a mistake in choosing me.
Roland DG Academy Online, an online learning platform and website for Roland DG service engineers, helps me increase my knowledge and skills, but I believe the most important learning aids are the service manuals combined with work experience. As a service engineer I think that the most powerful customer service points are providing a quick response, being on time, and accomplishing the required service in one visit. My goal is to win the completion.
I always volunteer to go out on the more complicated service calls. This challenge keeps me on a constant learning curve. My goal is delivering great customer service and satisfaction. I strive to provide the best service possible with the least cost to the customer. The most important thing to me as a service engineer is the team of people I work with. Without them, my job would certainly be more difficult. I am very excited to be attending the Global SE Awards competition. It will be great exposure for myself and the company I work for. My goals for the global competition are to do as well as I can and to learn as much as possible in order to apply all the knowledge I gain to my everyday service to our customers.
Thanks to my curiosity and the collaboration with my colleagues, I am increasing my skills and techniques as a service engineer on a daily basis. My unique strengths are being patient and believing that there is a solution to every problem. The most important thing for me is to solve the problem quickly to the customer’s satisfaction. Seeing them smile makes me love my job. I’m very happy and excited to participate in this important competition and want to give my best effort.European/Middle Eastern/African competition held in South Africa
Global SE Awards 2018
Global SE Awards 2018
Roland DG Spirit
Service Engineers (SEs) work closely in the field with our customers around the world and embody the spirit of Roland DG, which is “maintaining and enhancing customer confidence by providing high-quality service and support.” The goals of the Global SE Awards competition are to recognize SE technical skills and abilities, both regionally and globally, as well as to increase their personal pride and motivate them to raise the standards of Roland DG Care, a comprehensive customer service and support resource. The competition also aims to challenge the knowledge and technical skills that SEs have cultivated and encourage them to share their best practices with their peers.
The third global contest to be held following similar events in 2013 and 2015, Global SE Awards 2018 saw 28 finalists from around the world putting their knowledge and skills to the test to be crowned winner in two categories: inkjet printers, and the new 3D devices category that includes digital dental milling machines.
Global Competition
The global competition was held at the Roland DG headquarters in Hamamatsu, Japan, where finalists took both written and hands-on exams. In addition to their skills and knowledge, SEs were also assessed on how active they were in sharing articles and tips from their own personal experiences and know-how with other SEs, as well as the frequency of their use of the online learning platform.
- Event dates
- April 23 to 25, 2018
- Venue
- Roland DG Corporation headquarters in Hamamatsu, Japan
- Participants
- 28 finalists selected from among 778 certified SEs
- Entry categories
- Inkjet printers and 3D/Dental devices
- Misson 1
- Written exam
- Time limit: 30 minutes x 2 questions, 15 minutes x 5 questions
The written exam on the first day of the competition consisted of seven questions covering a broad range of participants' knowledge related to hardware, parts, software and other aspects required during product repair and maintenance. Finalists were seen tackling each problem with full concentration.
- Misson 2
- Hands-on exam
- Time limit: 30 minutes x 4 questions (Inkjet printer category) / 30 minutes x 3 questions (3D/Dental devices category)
The hands-on exam held on the second day saw finalists performing under considerable pressure, where they had to restore operation of specific products affected by various problems, some of which they may have never encountered previously. Participants had to accurately identify the cause of those problems and figure out ways to resolve them within a limited period of time.
Global SE Awards 2018 Ceremony
The last day of the competition included an awards ceremony held at the Hamamatsu Hachimangu shrine, where the winners and runners up of each category, as well as special awards winners, were announced and congratulated for their effort. Participating finalists also congratulated each other and spent time strengthening their friendship.
Comments from the Winners
- 1st place
- Mark Johnson
- Representing Aarque Group Ltd.
- Experience as a Roland DG technician: 19 years
- I did not expect it at all. I feel excited and nervous still. I just texted my wife, she is very happy. I'm looking forward to sharing the news with everyone in my office. We are all a team, and without their help my job would be so much harder. One of the most important factors to my success is the online global community platform for Roland DG SEs which allows me to find information so that I can pass it on to other people quickly, easily, while trying to improve what I can do in my own job. I haven't even thought about my goals now that the competition is over, but I would like to continue sharing more information with each other to provide the high-quality service and support that our customers want.
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- 2nd place
- Matthew Wrench
- Representing Roland DG (U.K.) Ltd.
- Experience as a Roland DG technician: 3 years
- It was a tough competition with a lot of very good engineers, so it was absolutely great to earn 2nd place. My wife and children, as well as my colleagues back at Roland DG (U.K.), will be very happy. The company shares so much good information and my colleagues back at home are also very good at helping and sharing. Sharing knowledge is fantastic. As I always said, every day is a school day, so you always learn something new. I plan to continue fixing machines, learning more and looking forward to when new machines come along. Japan is a fantastic country and it's been a really excellent experience to meet people.
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- 3rd place
- Vincent Votruba
- Representing ALPHASET spol. s.r.o.
- Experience as a Roland DG technician: 3 years
- I was already very proud to be selected to compete in the Global SE Awards 2018 finals and earning 3rd place was totally unexpected. I realized that my hard work and training paid off and I will be now more confident interacting with clients. Immediately after the results were communicated, I contacted our managing director back in Slovakia. I also texted my closest friends and family to share my experience and success. This whole experience is unforgettable and will stay in my mind for a long time. Being here in Japan, with so many motivated and highly skilled technicians that all share the same passion and enthusiasm for technology and customer service made us all grow further and learn from each other.
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- 1st place
- Kevin Eugene Rosen
- Representing Roland DGA Corporation
- Experience as a Roland DG technician: 3 years
- I can't describe in words what it's like to win this kind of competition and be honored on a global scale. If it wasn't for all my support structure – my friends, family and co-workers, the communications with the team at Roland DG – I would not be here today. My goal is to basically continue learning and continue growing. I will remember every ounce of coming here: being nervous on the twelve-hour plane flight – this is my first time being out of the States – arriving, meeting the entire staff, putting names to everyone that I see in the online SE community. It's been a remarkable experience and I don't think I'll ever forget it.
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- 2nd place
- Xiangwu Cai
- Representing Shenzhen Upcera Dental Technology Co., Ltd.
- Experience as a Roland DG technician: 3 years
- I was very excited that Roland DG gave me this chance to perform in this international competition. I would like to thank Roland DG's team for providing very good training and support – it was perfect. I would like to share this good news with my company, Upcera, because a lot of colleagues supported me in participating in this final competition. After the competition, I'm going to take time to learn more technical skills in order to serve our customers even better. I am looking forward to more competitions like this so that we can continue to share our skills and experience.
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- 3rd place
- Jason Bergeron
- Representing CAP / ZAHN Dental, A HenrySchein Company
- Experience as a Roland DG technician: 5 years
- It's a great honor. I am very happy and excited that I was able to compete here and can't wait to share the news with friends and family, and my fellow co-workers back at my company. I put in a lot of preparation, not only just my normal day-to-day work that I do at my office, but also trying to make sure I was prepared for any outcome here. I want to get better at my work, more efficient, learn new tricks every day and just keep working hard. Learning from the other service engineers from all around the world has been great. It's my first trip to Japan and it has been wonderful – everyone is very nice here.
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Special Awards Winners
- Most contributive SE for SE Community
- (1 from all SEs around the world)
- One SE from all the SEs around the world, including competition finalists, was selected for contributing the most to sharing information and know-how with the online SE Community and supporting other SEs.
- Mark Johnson
- Aarque Group Ltd.
- Shortest Resolution Time
- (1 from each region, 3 in total)
- One SE other than the finalists present at the competition was selected from each region for having the shortest resolution time in their daily activities.
- Bill Stolic
- Mac Papers
- Robert Willems
- Tripa B.V.
- Kitae Kang
- High-Tech
- Highest First Time Fixed Rate
- (1 from each region, 3 in total)
- One SE other than the finalists present at the competition was selected from each region for having the highest first time fixed rate in their daily activities.
- Dan Kohl
- Southeastern Sign Supply
- Paolo Antonelli
- A.P. Service
- Keichi Fukumaru
- ATC Corporation
- Highest Customer Satisfaction
- (1 from each region, 3 in total)
- One SE other than the finalists present at the competition was selected from each region for gaining the highest level of customer satisfaction for their maintenance work.
- Greg Hulbert
- Mac Papers
- Joe Herabidian
- Roland DG (U.K.) Ltd.
- Peter Holbrook
- Red Peril Services
Global Competition Finalists
Listed here are the 28 finalists participating in the global competition who qualified by winning local competitions all over the world. Click on a photo to see their comments.
- ALL
- EMEA
- Asia Pacific
- Americas
Local Competitions
Local competitions were held throughout the Americas, the European/Middle Eastern/African region and the Asia-Pacific region, with 778 Roland DG Care Certified Service Engineers participating, making it the highest participation rate so far. SEs were selected to represent each region based on their performance in the local contests which, in addition to knowledge and skill level, also measured the quality of their daily activities and how proactive they were with sharing their know-how with peers.
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European/Middle Eastern/African competition held in South Africa
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European/Middle Eastern/African competition held in South Africa
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European/Middle Eastern/African competition held in South Africa
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European/Middle Eastern/African competition held in the United Kingdom
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European/Middle Eastern/African competition held in the United Kingdom
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European/Middle Eastern/African competition held in the United Kingdom
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European/Middle Eastern/African competition held in Spain
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European/Middle Eastern/African competition held in Spain
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European/Middle Eastern/African competition held in Spain
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European/Middle Eastern/African competition held in Spain
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European/Middle Eastern/African competition held in Spain
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European/Middle Eastern/African competition held in Spain
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European/Middle Eastern/African competition held in Italy
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European/Middle Eastern/African competition held in Italy
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European/Middle Eastern/African competition held in Denmark
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Asia-Pacific competition held in Korea
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Asia-Pacific competition held in Korea
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Asia-Pacific competition held in Korea
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Asia-Pacific competition held in Korea
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Asia-Pacific competition held in Korea
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Asia-Pacific competition held in Korea
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Asia-Pacific competition held in Japan
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Asia-Pacific competition held in Japan
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Asia-Pacific competition held in Japan
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Asia-Pacific competition held in Japan
Roland DG Care Certified Service Engineers
Roland DG offers a certification program for its service engineers in order to provide uniform high-quality service to customers worldwide. SEs are instructed in how Roland DG products are built and receive in-depth training on how to carry out product installation, make repairs, conduct inspections and perform maintenance. Only after passing the certification program proving that they possess appropriate knowledge and skills can trainees be approved as certified SEs. The certification program focuses on the quality of SE’s daily activities and their professionalism, and features a point-based evaluation scale to ensure objective certifications.
Online Platform for Service Engineers
The Roland DG Group has developed an online platform that allows SEs around the world to regularly share their service and support knowledge as a way of delivering value-added services to customers. The online platform for service engineers includes the latest information related to service and maintenance, and is also an effective way for sharing information and raising SE skills within a community where SEs can share the skills and know-how that they have acquired through their daily activities, as well as providing an educational system for learning product and software skills, procedures and know-how that are essential for repair and maintenance.
