Presentation delivered at the 2012 Service Industry Summit
Abstract
Siemens PLM Software, a business unit of the Siemens Industry Automation Division, is a leading global provider of product lifecycle management (PLM) software and services, with seven million licensed seats and more than 71,000 customers worldwide. In this session, Matt Sicking, Vice President of Siemens’ Global Technical Access Center (GTAC) will discuss how the company has elevated the level of satisfaction their customers experience. Matt will discuss how GTAC introduced the “Latte Support” concept in order to create a personalized, world-class support experience for their customers.
About the Presenter
Matt Sicking
Vice President, Global Technical Access Center Siemens PLM Software
Matt began his career with Siemens PLM Software – then McDonnell Douglas Corporation – while still in college as a co-op student. After graduation he worked in MDC’s Computer Aided Technology team advising engineers in the use of computer-based engineering applications and has since spent his entire career involved in various aspects of Computer Aided Engineering and Product Lifecycle Management. He has served in management roles in Technical Sales, Training, Customer Support, System Support, MIS, Custom Development & Services, Product Marketing, and Software Product Development. Matt was also responsible for the organizational transition activities associated with the company’s acquisitions of SolidEdge, EAI, Applicon, dCADE, SDRC, Tecnomatix. Currently Matt leads up the worldwide customer support team known as the Global Technical Access Center (GTAC) for all products in the Siemens PLM Solutions portfolio.
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