Meet Denis Lu

As an FSE, Denis is responsible for ensuring customers receive maximum value from SIG’s filling lines and packaging solutions, maintaining high technical efficiency, and safeguarding product quality. Under Denis’ care, the technical efficiency of filling lines at his customer site consistently exceeds an impressive 97%, with an exceptionally low market complaint rate of 0.303ppm for  pure milk products in SIG SmallBloc packs last year. 

Denis’s day starts by reviewing his schedule and maintenance tasks. He checks equipment performance from the previous night via the efficiency control system SIG ECS to pinpoint any issues or necessary actions. The commute to the customer site, approximately 50 minutes, provides valuable time to review technical documentation relevant to his daily tasks. 

Upon arrival, Denis engages directly with site personnel to understand their equipment's operational status and any concerns they might have. Should a breakdown occur, Denis immediately initiates repairs – replacing faulty components, adjusting mechanical settings, and ensuring everything returns to optimal condition swiftly. Regular preventive maintenance is also an essential part of his day, aiming to avoid future equipment issues. 

After maintenance or repairs, Denis thoroughly tests equipment to verify proper operation, provides detailed updates to customers about the solutions implemented, answers questions, and offers advice on best practices to ensure longevity and performance. Meticulous documentation concludes each service, detailing the work done, spare parts used, and resolutions applied. 

The day's end involves reviewing completed tasks, planning the next day, and organizing his tools for seamless operations ahead. 

For Denis, the satisfaction of using technical knowledge and analytical skills to effectively solve complex problems and support customers is unmatched. His role continuously offers new challenges – from upgrading system performance to meticulous diagnostics and regular preventive maintenance. 

Collaboration is at the heart of Denis’s role. By attentively listening to customer needs, jointly discussing solutions, and proactively sharing best practices, Denis builds strong, trusting relationships. Team collaboration ensures clear planning, effective execution, and continuous learning among colleagues. 

One of Denis's most rewarding experiences is seeing customers relieved and satisfied when their production issues are resolved efficiently. Many might not realize that an FSE's role extends beyond technical expertise – it deeply involves customer engagement and adaptability. 

He credits SIG’s continuous training and supportive environment for enhancing his professional growth. The opportunity to tackle diverse technical challenges has significantly broadened his expertise and skill set. 

He encourages anyone interested in becoming an FSE to embrace adaptability, problem-solving abilities, and robust communication skills. "Being an FSE is rewarding because it merges technical expertise with meaningful customer interactions," he emphasizes.