Tell us about your role at the company.
As the IT manager for Asia Pacific, my role at Lincoln Electric is to oversee and manage all IT-related operations and services in the region. I have been a part of the company for 23 years, having joined in 2000. Lincoln Electric specializes in manufacturing electric welding equipment, generators, and other related products used in industrial welding processes. Our company takes pride in being involved in significant projects, such as supplying equipment for the Chinese Olympics. For instance, the main arena was constructed using Lincoln Electric machines, equipment, and consumables. We are also responsible for manufacturing components for large structures like wind towers. Those spinning towers at the top of wind turbines are entirely made by Lincoln Electric. In the Asia Pacific region, specifically in Australia, we have a team of 103 employees working to support our operations and provide high-quality products and services to our customers. Additionally, our company has a substantial global presence, with a workforce of almost 10,000 employees worldwide.
What path led you to Lincoln Electric?
I came across a job opening in the export department at Lincoln Electric, which was conveniently located just five minutes away from my house. During the interview process, I encountered a discouraging statement from the manager who interviewed me. He asserted that women would not be considered as management material within the company. Despite this discouragement, I chose not to be deterred and accepted the job in the export department. I'm now the manager of Asia Pacific.
How did you break through the glass ceiling?
I broke through the glass ceiling at Lincoln Electric as people with that mindset retired. At my first Christmas party, I saw employees receiving awards for 50 years of service, and it seemed like people never left the company. However, as that age group retired, new employees with fresh ideas joined the company. This created opportunities for change and advancement, allowing me to overcome the barriers and make progress in my career. With a new generation of employees came a more inclusive and open culture, providing the chance for individuals like me to challenge old norms and reach influential positions within the organization.
How has customer service evolved during your career?
Throughout my career, I've witnessed significant changes in customer service. Currently, we have a customer service center that handles inquiries for the entire Australia and New Zealand region, comprising a team of four professionals. Automation has become a key focus, with the implementation of Electronic Data Interchange (EDI), simplifying processes for our valued customers. Our adoption of Esker, a program that reads orders and populates SAP documents automatically, has further streamlined operations, requiring only a human review.
The role of customer service personnel has evolved beyond traditional order-taking. They now actively engage with customers, offering product recommendations and upsells, transforming into more sales-oriented professionals. In the past, customer service primarily involved quoting prices, but now, we prioritize building relationships and providing tailored assistance. We have centralized operations in Sydney to enhance efficiency, although we still maintain a presence in Perth to cater to local needs. Overall, customer service has transitioned into a more proactive and customer-focused function, empowering us to better serve our clients across the region.
How do you stay up to date on technology?
To stay up-to-date on technology, I utilize a combination of traditional and digital resources. We still receive some magazines in print, and it's quite exciting to read about the latest developments. One of these magazines caters to government offices, offering insights into cutting-edge initiatives. While some solutions may seem enticing, their price tags can be a reality check!
Regular interaction with peers keeps me informed about emerging trends and best practices. LinkedIn is a valuable platform, providing interesting articles and updates from experts in the field. However, nothing compares to hands-on experience, as I often find myself learning while implementing new technologies. I recently received a request from my general manager to create a Microsoft Teams training course for all of Australia-a challenge I'm eager to embrace.
Have you had a mentor during your career? And what has that person taught you?
Yes, I have been fortunate to have had a mentor during my career at Lincoln Electric. After transitioning to the IT department, a new manager was hired to take on my previous role. She happened to be the only woman on the Management Committee at that time, a significant milestone in itself. She took me under her wing and became my mentor, guiding me on the path I should pursue. With her support, I was directed towards relevant training opportunities and encouraged to engage in networking activities. Her mentorship was instrumental in shaping my career trajectory. She believed in my potential and, when the time came for her to move on, she recommended me as her successor. This recognition was a tremendous honor and boost to my confidence. Unfortunately, she has since passed away, but her influence and teachings continue to resonate with me.
What advice would you give to someone who's starting out their career in technology?
Pick a lane and become a specialist, unless you want to be a manager, in which case, pick lots of lanes and become a generalist! Never be afraid to learn enough to teach other people. Pass your knowledge on.
Tell us about your experience with 8x8.
The best thing about 8x8 is that I can simply log on to the admin center and easily update someone's email address or contact details. Unlike dealing with other companies where I have to write emails, wait for ticket creation, assignment, and then the actual work, with 8x8, we can get things done immediately. And that's just awesome. As for recommending 8x8, I'd say it's great, especially if you have someone dedicated to handling the administrative tasks. Setting up initially involved a lot of form-filling and spreadsheet work. However, once that initial setup was done, it became quite straightforward to manage and keep everything running smoothly.
What's next with 8x8?
Our next project with 8x8 involves integrating Salesforce and connecting it to our customer service team. We're in the process of setting up a cloud for Salesforce, enabling seamless connection with our warranty system, which currently operates as a website. Once the cloud is established for the warranty system, we plan to extend its use to benefit our customer service team.
What are your hobbies?
Currently, my hobbies revolve around quilting and handicrafts. One particularly meaningful project involves creating quilts for women who have come out of domestic violence situations. These quilts, specifically single bed ones for the children, serve as a symbol of comfort and continuity during challenging times. When the women and children are in the shelter, they receive these quilts, and when they embark on their new lives, they take the quilt with them-a tangible link to their journey. Apart from quilting, I also enjoy making lace and exploring various handicrafts.