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People often forget about the relationship they’ll have with a company once they make a purchase. They evaluate how the product works and what it can do for them, but, in the end, it’s the human element that matters more than any other feature or benefit.
At JULABO, it’s our people that make the difference. Here are some of their stories.
Marilyn Laporte, Canadian account manager for JULABO USA, knows her job is about more than temperature control solutions. She uses liquid temperature control products to address bigger business issues. Finding the right equipment to heat and cool an application or process is essential, but so is finding a solution that protects and enhances business. Laporte routinely thinks about how a TCU (temperature control unit) will affect people and daily life in the lab. She’s a big advocate for helping businesses make smart decisions that they’ll feel good about from every angle. She knows that JULABO’s TCUs are part of a larger effort — that they’re being used for critical innovations, research, and discovery. That’s why her focus is on helping customers, whether it’s scientists in a lab, OEMs, lab suppliers, or distributors, think about the big picture and how their equipment affects operations and other aspects of the business. Laporte works directly with JULABO’s inhouse chemist and senior product manager to meet all the technical and scientific requirements while advocating for the customer’s needs post-sale. For Laporte, it’s about more than the TCU. It’s about adding value, which is why she’s an enthusiastic advocate for JULABO’s service offerings. Laporte is naturally curious about how she can help others protect their business interests. You can read more about her approach here and how it can help you.
“It’s important to make sure the TCU (temperature control unit) will run the application, but it’s also important to address the reality in the lab —what would happen if the application went down, how much would it cost them?”
— Marilyn Laporte, Account Manager, Canada, JULABO USA
JULABO provides the best liquid temperature control products possible for laboratories and industries. As good as our products are, it’s our team that makes the difference. Now more than ever relationships matter. The current global pandemic has revealed the massive coordination and relationships that keep our world going. Right now, pharmaceutical and biotechnology labs need a strong supply chain and responsive partners, and we’re there for them. Industries are depending on us to safeguard their process, and we’re happy to help. We’ve always been there for customers throughout the lifetime of their equipment —not just during the sale process, and we’re still here now. Our warehouse team has gone above and beyond these last few weeks, showing up and working safely to ensure our customers get the critical equipment they need right now.
See how the JULABO USA team is supporting essential efforts.
I’m incredibly grateful for our warehouse, service and shipping teams. Our entire team, including those working from home, have come together in extraordinary ways.
— Ralph Juchheim, President, JULABO USAIt seems Dirk Frese, our VP of sales, marketing, and service might be a bit psychic. For the last few years, he’s been working on some high tech, 21st-century technologies that have prepared us well for these strange times. His passion for innovation has made it possible for us to deliver, install, train, and service customers from afar. And while we’ve launched things like virtual delivery, augmented reality service through LucaVision, and holographic displays to reduce shipping costs, customer wait times, and carbon footprints, we’ve always done it with one thing in mind — helping people. Dirk was recently interviewed by Neil C. Hughes for the Tech Talks Daily Podcast where he shared how high tech innovation using a human approach can help propel us into a brighter future.
Technology has helped us prepare for the future and brought us closer to our customers. But, technology isn’t enough, you have to pair it with the human element. You have to make technology attractive, exciting, personal, and valuable to the customer and the relationship.
— Dirk Frese, Ph.D., Vice President, Sales, Marketing & Service, JULABO USA
Our senior product manager and application scientist, Mark Diener, is the expert you need for complex applications involving temperature. Mark can help you size a unit based on your specific application and talk you through processes and workflows. He often helps customers improve their process stability, heating and cooling performance, safety, and operations. He’s even helped customers lower their operating costs. Mark is a highly trained chemist. He studied organic and analytical chemistry, and has experience in material science, agrichemicals, and vitamins & fine chemicals. If you have a question, Mark is here for you. He’s even created special office hours, like a professor, on Tuesdays and Fridays from 1pm – 3pm EST. He’s available any time, but he’s set aside this time just for you. He also hosts the Question Mark video series on YouTube.
Questions are at the heart of any good science, and I love helping people by exploring the possibilities with them. The process of questioning and answering can reveal a lot and often improve the application and process.
— Mark Diener, Sr. Product Manager, JULABO USA