Meet Commercial Technical Specialist, Jorge Cantu

Posted: May 19, 2020

What does your day to day look like as a Commercial Technical Specialist?
My position allows me to work with a wide range of individuals. The order coordinators will ask for technical help, while the application engineers may need assistance with technical questions during specification reviews. I provide guidance to our product managers on product segmentation and standardization. I also collaborate with our customers during design reviews to modify and upgrade their specifications for a more economical quality transformer design.

How long have you worked here and how has your career grown?
I have worked at SPX Transformer Solutions for 8 years, and my role has definitely grown over that time! I started as a design engineer, designing transformers and supporting the plant during production stages for the first 5 years. The remaining 3 years have been spent in my current position as a commercial technical specialist. As I transitioned into the Commercial Technical Specialist role, I was able to develop internal processes for the Transformer Proposal & Order Management (TP&OM) team and fill in as an application engineer when needed. I have also been able to gain a better understanding of the business which allows me to provide value to not only our employees, but our customers.

What was your most memorable project?
Two designs stand out to me. The first was an extra high voltage (EHV) transformer. It was rewarding and fun to be involved in all stages of the project, from bid design to transformer design and the design review. The second design was a re-connectable auto transformer. This was the only unit of its kind to be built in the last 8 years. It was a challenge doing an uncommon design, but that is what made it memorable.

What is your favorite part about working at SPX Transformer Solutions?
In general, my favorite part about working here is the great team of people. Everyone is willing to make time to assist one another and help each other learn. Working collaboratively with other departments is always enjoyable.

What has been your biggest challenge so far and how did you overcome it?
The re-connectable auto transformer I mentioned earlier was a big challenge due to the rarity of the design. I was able to collaborate with our engineering experts and use their knowledge and experiences to help me work through it. Another challenge was presenting in front of large groups. This was a skill I developed over time as I continually presented to our team and customers.

What would you say to someone interested in working at SPX Transformer Solutions?
I would tell them that SPX Transformer Solutions is a great company! It’s a company that cares for and values its employees. Both plant and office employees like working here which makes the work environment much stronger. Additionally, so many opportunities exist within the company to grow personally and professionally.

How do you enhance the customer experience?
I feel a good customer experience includes open dialog and communication. Both new and existing customers will request specification reviews, allowing me to look for more economical solutions with an understanding of the critical areas in the existing specification. In the last six months, I have reviewed four specifications at a customer location.  I was able to remove, add or change items while retaining a quality product. They were so grateful for my input and expertise, they felt comfortable expressing interest in buying from us in the future. Specification reviews are not just about transformer design, they are also about building trust and long-term relationships.

How do you exceed customer expectations?
You have to go the extra mile and provide solutions that meet and exceed the customer’s expectations. For example, I lead plant tours at our Wisconsin facility. Tour groups often include people with different levels of transformer knowledge. I always make sure to explain our manufacturing processes and designs in a way everyone can understand.

What advice would you give to others who want to improve their customer experience skills?
I would emphasize our goal for complete customer satisfaction and remind them we are looking to provide our customers with solutions. Try to treat them as if you were the customer and how you would like to be treated from a supplier.

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