Yutaka Inada
Escalations Manager Service for DMG MORI Management GmbH
Solving service cases with communication skills
It had been clear to Yutaka Inada (50) from his school times that his career path would lead him into a technical environment: “I grew up in Japan not far away from a Mori Seiki production site. I became interested in the company and in machine tool building very early on.”
After training in the assembly of machine tools, he began to concentrate in the area of service. Yutaka Inada can thank the global orientation of DMG MORI for the fact that he was able to work as a service technician in the USA and Mexico in the 90s – first on site at the customers’ premises and later on the telephone hotline.
“It was important to me to learn every facet of the service business,” the service and escalation manager of today says, looking back. From 1998 to 2010 he worked as a service manager in Germany before starting to work at the headquarters in the Japanese city of Iga for six years in quality management. He returned to Germany in 2017 to take up his current position.
The escalation manager has a very important role within the service process. “The customer’s problem has already escalated by the time I get actively involved. I have to ensure that we can offer a solution that will satisfy them as quickly as possible.”
On the one hand, this requires communication skills, and on the other, technical know‑how when it comes to specific manufacturing solutions. In this respect, Yutaka Inada benefits from his many years of practical experience but also from the fact that he always stays up to date with the latest information. “DMG MORI is very innovation orientated, which means that the range of products is continuously changing.” Exchanging information with technical departments is standard practice for him.
One thing that Yutaka Inada really appreciates about his job is the varied dealings with customers across the whole of Europe: “Business trips to these customers are always a new experience as we have so many different cultures here within a relatively small space.”