|
 | |
Dan Beaulieu |
Dan's Six Pack
Interview with John Fix
Manager & Director, Sales and Marketing
By Dan Beaulieu
Every month we like to visit with one of the key team members at Taiyo and see what they are up to. I ask them six key questions (hence the name Dan's Six Pack) designed to give us insight into what they are currently developing. This month I talked to John Fix, Taiyo's Director of Sales and Marketing. For the past several years, John has led the sales effort in Europe growing that business significantly. Late last year he was appointment Director of Sales and Marketing. He is responsible for all of Taiyo America's sales efforts throughout Europe and North America.
Dan B: So John I know from talking to you in the past that being customer focused is one of your top priorities. Tell us about that will you? What does being customer focused mean to John Fix and hence Taiyo?
John F: To me it is all about listening to the customer. A lot of us tend to forget at times that if your customers are doing well your company will follow the same pattern. We emphasize to all of our sales and service people to spend time just listening and watching what our customers are doing and then find ways to make it better. Over the years we have worked hard to build our market share by giving our customers products and services that our competitor chose not to give, or did poorly. I truly believe if you asked our customers what Taiyo does best, they would respond with something about helping them out or just being a resource to call.
Dan B: I know that one of the things that Taiyo is known for is working closely with its customers. Can you give us an example of how you helped a customer?
John F: Sure Dan. Recently, Brian Wojtkiewicz (Western Regional Sales Manager) and I attended the PCB West show and since we finished early we went to visit some customers in the area. While we were visiting one of our customers we noticed one of their employees blending our solder mask to make a specific color. We asked the employee how often he needed to blend the colors and he said that he does it daily. We talked to the Quality Manager and told him Taiyo could blend the color for them and they were thrilled. This is a simple example, but it just shows that if you visit and engage your customers you may find solutions for reducing time and/or improving efficiencies.
Dan B: That is certainly a great example of "You're Not Alone With Taiyo". I love that. So John let me ask you this, what do you think separates Taiyo from your competition when it comes to customer service?
John F: Taiyo America has by far the best service people in the world. Our sales and technical service people have all been in the board business for 10, 20 and even 30 years each. They all know how to make boards and they are familiar with the challenges that are faced every day by our customers. None of our competitors have people in the field like Taiyo America. Next, you have our customer service department. Most of our customers have been working with Linda and Sonja for 10 plus years. Linda and Sonja have created a family-like environment for our customers. It is fun to listen to them on the phone with our customers as though a friend has just called them.
Dan B: I know you and your team are on the front lines, but what about the other people, the people in the plant for example, how do you get them to be so customer focused?
John F: Taiyo America is a relatively small company so everyone is expected to get involved with customers, from the quality group to health and safety, all the way to the shipping department. All of these groups deal with our customers in one way or another and do an excellent job.
Dan B: So it's a cultural thing, isn't it?
John F: Absolutely, a small family-style operation with everyone involved and wearing multiple hats. This is how Taiyo America has been since our beginning 20 years ago.
Dan B: John, what is your opinion of the PCB market today world-wide? How do you see things going?
John F: Right now we still see the global shift towards China. Even areas in other parts of Asia are moving towards China. The North American PCB shops have done a great job to adapt to this by producing some of the highest technology products available to the market in record speeds. At Taiyo America we keep pushing our customers to use the newest technology like LDI solder mask and inkjet legend. In Europe I expect the same to occur in the next few years. I believe some of the larger PCB shops will eventually move to China and/or India, and Europe will be more focused on quick turn and high layer type work. I see hints of this in certain areas of Europe where PCB shops are starting to invest in new equipment for the higher technology work.
Dan B: John thanks for taking the time to talk to me today. I'm sure that our readers will find your remarks not only interesting, but also inspiring. It's great to hear about a company that is committed to doing the right things for their customers...and getting rewarded for it, as well. As we say in Maine, That's the way life should be.
If you would like to contact John Fix, please feel free at johnf@taiyo-america.com or 775.885.9959, ext. 118.
| 
John started in the Printed Circuit Board Industry in 1992 as a Formulating Chemist at Morton. In 1998 he joined Ciba Specialty Chemicals and worked as an Applications Engineer. John was offered the position of OEM Manager at Taiyo America in November 2000. In this important position, he worked with Taiyo Ink's Overseas Sales and Technical Group to strengthen relationships with key North American OEMs. In 2008, John joined the Board of Directors for Taiyo America and was charged with growing Taiyo's market share in Europe. Just two years later he was promoted to Manager & Director of Sales and Marketing which included the responsibilities of continuing the growth of Taiyo in Europe and increasing sales of high technology products such as LDI solder mask, inkjet legend and hole filling products. In his free time, John and his wife enjoy the many activities involved in raising their four young children.