Screen USA - 12/29/2008
Screen (USA) Creates New Product Support Group to Improve Customer
Screen (USA) has created an umbrella product support group for print-on-demand, computer-to-plate and
workflow systems, the latest in a series of strategic moves aimed at positioning the company as a total digital
imaging solutions provider.
The restructuring will maximize customer service performance by centralizing the functions of the Applications
Support Department, Support Products Division and Inca Support within a single department at Screen's North
American headquarters in Rolling Meadows, Ill.
"Customer satisfaction is often dependant on how quickly you respond to customer issues," said Mike Fox,
president. "Customers expect you to understand their situation and be able to resolve issues efficiently and
effectively. The main benefit of creating this type of one-stop information source is that it ensures cross-
departmental knowledge sharing."
Screen veteran Rick Siwicki, formerly manager of the Applications Support Department, has been named to
oversee the new product support group, effective December 1.
The growing emphasis on POD solutions played a decisive role in merging the three existing departments.
Screen has announced recent major additions to the Truepress series digital printing systems, coupled with
continued strong demand for Trueflownet-based workflow solutions and PlateRite thermal CTP devices.
"This new organizational structure is designed to facilitate better coordination across the areas of digital POD,
CTP and workflow, while delivering more efficient support to all our customers," Fox said. "It will improve
installation, training and overall customer relations. It also gives us the advantage of utilizing our considerable
collective talent and experience across the three areas."
As head of the support group, Siwicki will be responsible for overseeing the day-to-day operations and a staff
of field service and support professionals. Siwicki brings more than 25 years of management experience with
Screen to his new post. Before being promoted to manager of the Applications Support Department, in 2003,
he served as a regional sales manager, covering Illinois and Canada.
The Applications Support Department and Support Products Division perform a wide range of activities related,
respectively, to workflow software and output hardware/equipment, including demonstrations, system
configurations, installation, training and ongoing technical support. Siwicki will retain his management
responsibilities for applications support. In addition, he will manage customer relations and service initiatives for
Inca Support is the direct technical support program established to service users of Inca Digital Printers in North
America. Dainippon Screen Mfg. Co., Ltd., the parent company of Screen (USA), acquired Inca Digital Printers
in 2005 as part of the expansion of Screen's digital printing business. Inca now operates as an independent
company within the Dainippon Screen Group.