Warehouse associate Stephen Johnston shares a few laughs with veteran technician David Olliff before sliding a box of toner through the parts room window.
Within minutes, David is out the door. The Tyler-based technician is en route to the local hospital to deliver toner, then to a couple of other area offices for service calls. He’ll be out in front of customers, solving problems and Creating Raving Fans face-to-face. Before David bursts through the shop room door to his vehicle, Stephen slinks further from the window into the parts room, sits at his chair, and takes inventory on what needs to be done next.
In a sense, Stephen has set the stage.
What is a Prom Master? Short for property master, the Prop Master is responsible for organizing, overseeing, and properly setting up physical stage props necessary for a production. Stephen works closely with Roy Martin, the shop technician, to assess and maintain parts inventory, handle inbound and outbound shipping, and serve as a conduit for technicians having the right parts and supplies at the right time, just in time. Our shop teams also work to set up equipment prior to delivery to expedite the installation process.
A few general job duties include:
- Setting up various models of copier machines (Canon, Konica Minolta, and Lexmark), and inputting customer network information into them.
- Performing final QA checks on equipment to ensure it is being setup to the highest standard.
- Performing accessory installations on equipment at customer locations.
- Attending regular meetings with the Logistics Department to discuss areas of concern and provide input on their resolution.
- Providing assistance to the Service Technicians when needed by helping research machine issues and pulling items off machines for parts loans.
- Completing weekly preventative maintenance on in-house equipment and ensuring supplies are adequately stocked.
Ensuring that all in-house service calls on equipment are responded to in a timely manner.
“It’s my job to get technicians what they need as fast as possible so that they get to a customer site and get them back up and running,” Stephen said, as he actively proceeds with his regular end-of-period inventory check. “For a lot of companies out here in East Texas, they have one machine, and when that goes down, they’re losing money.”
Stephen also keeps a close watch on a parts and supplies cue, where technicians can request certain parts or supplies if they’re not in stock. If by chance something isn’t in stock, Stephen will order it. He does this for Tyler, Longview, Lufkin, and Sulphur Springs.
Stephen was a truck driver prior to his current role. He continues to acquaint himself with this industry but is trucking along at full speed already. He’s fortunate, too...
Inside the Tyler warehouse, he’s got a true Prop Master by his side… Roy Martin.
Roy’s foray into this industry dates back to 1979, a small company called Copy Products in Corsicana. In addition to setting up new machines, refurbishing used ones, and helping technicians locate parts, Roy serves an unofficial role as a mentor.
“When it comes to the logistics training, it’s not part of his official job description. It just shows the pride he takes in his employees and our company. The value is massive,” East Texas Service Manager Justin Harper said.
Roy seems to be right at home in the shop room, where in one way or another he’s found himself for 44 years. Getting colleagues what they need when they need it. Getting equipment fully set up is second nature to Roy.
“It’s our job to make sure everything works before it goes out,” Roy says, nonchalantly. And then, of course, is Roy’s signature phrase that East Texas employees know oh so well. “Whatever it takes to get the job done.”
