Richard Serna

We are here with Richard Serna, the Repair Center Manager at the Comet X-ray location in Shelton. Richard, tell us a little about yourself and what brought you to Comet.

"Sure, I started working for Comet X-ray in May of '24. I've worked in production and manufacturing my whole career. I started as an electronic technician in a 24/7 printing plant, maintaining equipment such as large sheet-fed and commercial printing presses. During that time, I learned much about manufacturing, production, deadlines, schedules, and much more. After that, I worked for a Swiss company called Belimo in a production facility, making valves, actuators, and sensors for the HVAC industry. In that role, I was the Production Maintenance Manager, Americas, responsible for producing and maintaining the facility's equipment and a lean manufacturing department. We built lean manufacturing cells for production lines from the ground up. So, I spent about 30 years of my career in maintenance and manufacturing. I was looking for a change, so I went back to school, got my MBA, and was looking for a more challenging role on the business side of things. This brought me to Comet in an operations role, where I have broader oversight on logistics, the repair facility, and building maintenance."

How has Comet's company culture shaped your experience?

"I was used to working for a Swiss-owned company, and the culture I found at Comet is very welcoming and familiar, similar to the previous organization. The Swiss culture and values align well with mine, which ties everything together and allows me to expand my career. The people here are very welcoming, always looking to help and support you. It's just a very open environment with fewer silos than I've seen in other organizations. This extends to the whole company internationally, including in Flamatt and Switzerland. When I came here and interviewed with the team, I felt instantly at home. I knew this was the right place for me."

What were some of the biggest challenges you faced in this role?

"I had a significant challenge when I first started in this role. We had a considerable backlog in portable repairs, causing customer delays. Some sites were down, and customers waited too long for us to process their repairs. Naturally, this led to frustration and dissatisfaction. My initial goal was to address the root causes, clear the backlog, and restore efficient customer service. The first step was collaborating with the team to identify bottlenecks. We quickly identified a few critical areas for improvement. For example, we needed to ensure adequate safety stock of all essential parts so we wouldn't have to wait two to three weeks for shipments from Denmark or Switzerland to arrive and complete a repair.

What if repairs can't be done directly in the Shelton office? How does your team support customers in those cases?

"We're fortunate to have TCS (Technical Customer Support) team members, like Paul Lukaniec and Jochen Dietel, who can assist customers over the phone or go to their sites if needed. They're invaluable resources, often the first people our customers contact when they have an issue. They bring expertise and can guide customers through troubleshooting or adjustments on-site, ensuring minimal downtime."

What are you most excited about in the future?

"I am excited about continuing to grow this team and foster collaboration. I am determined to bring our teams together as one cohesive unit. By doing so, we can work more efficiently and effectively to provide our customers with the best possible service. I am confident that by creating a unified team, we can achieve great things and continue to elevate the reputation of the Comet Group."

On a closing note, what motivates you?

"My greatest motivation is a desire to transform our repair center into a valuable asset and a reliable solution for our customers. When I first joined the team, the repair center was not viewed in the most positive light. However, I am determined to change that perception and establish us as a trustworthy and dependable service provider. As the only service center in the United States, it is crucial that our customers feel comfortable and confident in our ability to service their equipment. I am committed to ensuring that our customers view us as a partner they can trust and depend on."