Positive People - Neal Lawrence

How long have you been with SPT Labtech?

I have been with SPT Labtech for over 3 years! But I have more than 10 years of working alongside SPT previously as a supplier.

What are your main responsibilities, and a typical day look like for you?

My role covers the customer's needs once the instrument has been installed and includes service agreements, technical assistance quotes, upgrades, relocations and training as service sales manager.  I also look after our distributor partners, advising them on our services and helping them to produce service agreements and advice to their customers.  Product management is another element of my role, and this is where I get creative! Identifying products and how we can pitch these to ensure our customers get the most out of their instruments, and we offer the correct products at the correct level of cover at the correct prices for all. I also look after the order processing team.

A typical day ranges from service product development, quoting for service agreements and reactive quoting, assisting Territory Managers with new instrument quotes, along with reporting on KPIs for the service organization and managing the Order Processing team.

What’s something about your job that people might not realize, and what's the most rewarding part of your job? 

It is plate spinning! On average, we have tens of opportunities constantly running as instruments approach the end of warranty or service agreement.  My quotes can range from a small accessory to a multiple-site, multiple-instrument agreement. As for what I feel is most rewarding? That has to be seeing customer feedback and how the service they received has directly driven them to continue their relationship with us. 

Another aspect of my job that I find most rewarding is encouraging my team to grow and develop their careers. I truly enjoy assisting with the creation of agile teams, and giving the team exposure to all facets of order processing has yielded great results. During busy periods, this approach has helped us manage demand effectively, ensuring the customer enjoys the best experience while boosting our sales and fostering a strong team spirit.

How does your work impact your colleagues and/or customers? 

After-sales generate monthly recurring revenue and help the company grow by providing the financial platform to develop both new and existing instrument offerings.

What’s been your proudest moment at SPT Labtech? 

Seeing the improvements in point-of-sale Service Level Agreements driven by a closer collaboration with the Territory Managers, allowing for new industry-specific products to be developed and implemented.

Which of the Strategic Pillars do you think you impact the most and how does your team or role contribute to the company’s success?

“Develop world world-class product portfolio”.  The product is judged on the service once installed.  Our aim is to be best in class in all aspects of service and that comes with the right products and delivered with the best customer service.

“Build a winning team” - The OP team went from silos to everyone understanding each role, reducing bottlenecks in busy periods and building a united team that that flexes to the demands of the business.

As for contributing to company success, we have regular contact with our customers, so the information we obtain helps the company understand our customers' needs and perception of SPT.  It also helps build for the future with monthly recurring revenue, maximizing the revenue taken for each machine's life.

If you had to describe your job in one word, what would it be?

Dynamic!!

How does your background or culture influence the way you work?

I grew up playing lots of team sports and that passed through to my career. I am a great believer in building fun, agile and supportive teams.  I also came from an engineering background and that makes for me being very processed orientated and wanted to understand how everything works.

What’s something outside of work that you’re passionate about?

Supporting my lifelong, underachieving football team that is Tottenham Hotspurs! I have a season ticket and don’t miss a home match.  Some people say I am sadistic, but I like to see it as a character-building exercise! I am also a keen outdoor cook, spending most weekends, year-round with my Big Green Egg.  Christmas dinner even gets cooked outdoors!

What excites you about the future of your role?

The product manager's role is something that excites me, digging into details and researching our performance and competitors to offer the best solutions for our customers, which then enhances the customer's experience.

If you could give one piece of advice to someone looking to join SPT Labtech, what would it be?

I had the benefit of working as a supplier to SPT for many years and I always came away from meetings at SPT feeling like it was a lovely place to work that encourages innovation and growth within the employees.  I didn’t think twice when I was offered the job, which, after 25 years at my previous employers, was no small thing! My perception of SPT was correct and I am enjoying the opportunity to grow and develop my career surrounded by supportive and fun people to work with.