At WCC Business Solutions, we’re proud of the fact that we’re building an incredible team to support the initiatives of our customers. Some of those team members have been with us for over a decade, whereas others only a short time. Each, though, brings his or her own valuable contributions to the team.
This is certainly true of Kyle Mowen.
Kyle is a Technical Support Specialist who was awarded Employee of the Quarter in Q4 of 2018.
Kyle is responsible for installing customer equipment and ensuring each customer is 100% satisfied. He also handles customer calls through our help desk.
Kyle has been instrumental in assisting with the technical side of our Managed Print Services (MPS) initiatives. MPS refers to services that help optimize and manage document output for businesses. This includes printers, copy machines, scanners, and fax machines. Kyle helps in mapping devices and calculating total cost of ownership for these devices to help find what the optimal printing environment for the clients looks like.
He has been with WCC Business Solutions almost a year and we recently caught up with him to learn more about his experience in this short amount of time.
Kyle, could you share what you’ve accomplished over the last year with WCC?
I have only been with WCC a short time, just coming up on a year, and there has yet to be a dull moment here.
One of my greatest accomplishments so far is developing and implementing a thorough pre-install process. WCC’s main focus is always the customer, and the pre-install process we developed makes sure that the customer is getting their equipment installed and configured exactly how they want it.
We know that the thought of changing technology can be daunting for customers and we wanted to ensure that it’s a smooth and painless experience.
Since we have implemented the pre-install process, installs have gone smoother than ever with no surprises. The customer response has been overwhelmingly positive.
A recent example of this is with our client, Ion Labs. The company had a total of 8 multi-function printers (MFPs) and countless users. They depended on us to get this right the first time with no down time.
Because of the information we grabbed prior to install, we were able to pre-configure their server and MFP’s most of the way before even delivering them, and successfully installed all the machines for them in less than two days. The customer was thrilled.
What do you think it is that sets WCC Business Solutions apart from other companies?
The people and the culture at WCC is something that other companies just can’t replicate. The entire team, from service to accounting, always wants to do right by our customers, and the owner of the company is a very hands-on person. He’s 100% committed to ensuring every team member sees the vision for WCC and takes part in it.
Ideas are always embraced here, and ultimately that helps this business flourish. It has resulted in us having more innovative technical solutions and the best teams to execute them. I can only see things getting better, not only for WCC, but for our customers as well.
What’s your favorite part about your role?
My favorite thing about this job is being able to able to see how everything comes full circle and building rapport with our customers.
I often conduct the pre-install, install the machines, and then do on-going support through the helpdesk. Touching customers at so many stages, being that familiar face for them, makes it easy to get to know our customers. And I get to hear, from beginning to end, how our service has impacted their business. Seeing them from beginning to end really allows me to build a personal connection with the customers.
I also love seeing different clients with many different network configurations. Doing so has really expanded my knowledge on various environments and tested my skills, plus it keeps my job interesting every day.
What do you enjoy doing outside of the office?
Outside of the office I enjoy tinkering with things and making my definition of a “smart house.” I also have several projects I always am working on, whether its refinishing furniture with my girlfriend and flipping it or working on the drone I built. We also have a dog that’s about two years old, so we love going to the dog beach and dog park. On a sunny day you can catch me playing beach volleyball, which is something I have enjoyed doing since I was young.
Congratulations on being Employee of the Quarter in Q4 of 2018, Kyle! We couldn’t be more proud to have you as a part of our team and can’t wait to see what other innovative ideas you come up with next!