Olivia, you are Head Customer Support at MBV. What exactly does your department do?

If our customers have questions about the product or issues, we can be reached directly. If the query is more complex, we have our RnD team and Product Care team close by. We are all under one roof and in constant communication.

The majority of our work is spent servicing our MAS-100 instruments, which come to us for service from all over the world. We make sure that the air samplers are calibrated and certified and return quickly to the customer with all the necessary documents. If during service it turns out that a part needs to be replaced or is defective, we take care of it in consultation with the customer. 

Another important task is product training. We do this either at the customer's site or he comes to us at our premises.

What does "customer support" mean to you personally?

The way you approach the customer. It is crucial to put the customer at the center and to implement this tangibly for him, to live it.
It is important for my team and me to focus on exactly this and to provide rapid support in the event of any questions.

You lead a team of seven men. What is the situation like for women at MBV?

In two words, I would say very good. Equality is being lived here in an unagitated way. Almost half of the team leaders at MBV are women. On the customer side, we also work with around 60% female project managers, laboratory managers, microbiologists, quality officers, etc.

At MBV, it's about the values you represent and the function you hold. These are independent of your gender or nationality. Great things are created and worked out in a team – so it doesn't matter if you are a man or a woman.
MBV has a culture where all employees are involved and everyone has the same opportunities.

One final personal question, Olivia. What kind of career did you want to pursue when you were a child?

I wanted to become a "horse-drawn carriage driver". And somehow, in a broader sense, I have realized this dream. I like to organize and I like it when the threads come together in a coordinated way.
Efficiency is very important to me, I try to do my work in a focused way, coordinated with other processes. That's why I like my daily job here, because we work according to the LEAN principle and constantly strive to improve ourselves.