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People at Dürr

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A day with Martina Edrova – Customer Support Industrial Products

Martina Edrova works for Dürr in the charming town of Ledec nad Sazavou, in the heart of the Czech Republic. For ten years, she has been the first contact for customer inquiries in the Industrial Products (INP) division – a job she enjoys very much. We want to find out more about her everyday life and work, so we accompany her for a day.  

Martina likes helping INP customers

Czech Republic, 7:00 a.m. Martina greets us with a warm handshake. She looks fit and well-rested. We enter the office together, where she works with her three colleagues. Martina starts her laptop. While it boots up, we get a coffee in the kitchen and meet her colleague Gustav. We chat briefly. “It's usual,” explains Martina, “Gustav is also an early bird, and chatting in the morning is part of our routine.” Back in the office, she opens her mailbox and checks her emails. When we ask her what kinds of inquiries she receives most frequently, Martina replies, “Most of the time, it's about prices or product availability. Sometimes INP customers also need technical assistance or report a complaint.

It varies a lot. I also get a lot of phone calls. I have a very good relationship with most of our customers.” Martina smiles and tells us about an inquiry she will remember for the rest of her life: “After I helped a customer, he said, ‘If I weren't married, I would marry you.’” It becomes clear that Martina is prepared for any inquiry. Only in rare cases involving particularly technical issues does she forward them to her specialist colleagues. At 9:00 a.m., a Teams meeting pops up on her laptop. Martina is taking German class so she can communicate even better with her colleagues and customers.  

Knowledge makes you hungry

After the course, we return to her mailbox. Shortly after 11:00 a.m., her meeting with production begins. There she is informed about delivery dates. We are impressed by how she manages all her tasks. Martina smiles: “After ten years in the same job, I've gained a lot of experience. And I learn something new every day. That's why I regularly take courses on new products, the SAP system, and communication. The input is very valuable to me, and I want to learn even more.” Knowledge makes you hungry, as the saying goes. At around 12:00 p.m., Martina closes her laptop, and we join her colleagues at a nearby restaurant. During lunch, we learn from the team that they usually spend their lunch break together in the office and bring their own food. For special occasions – like today – they also enjoy going out. 

Communication at same level

When we return to the office and Martina turns her attention back to her laptop, new emails are already waiting for her. Her work is not boring – she enjoys working with people. Martina also appreciates the positive and supportive atmosphere in her team, as well as the opportunity to continue her education.  

But what is the biggest motivation for her work? "Satisfied customers. I try to help them every time, and they can rely on me. This creates a good customer relationship." The relationships with her colleagues and manager are also important to her. They connect daily, discuss potential problems, and work to find the best solutions – just as they will today's 2:00 p.m. meeting. Martina especially values that these discussions take place on equal footing.  

Around 3:30 p.m., the end of the working day slowly approaches. We ask Martina if she always goes home at the same time. Martina smiles: “Only when everything is done. Every day is different.”

Before we say goodbye, we are curious about what she enjoys in her free time. “When I get home, I'll go for a run with my dog. In the summer, I often go cycling, and in the winter, I like to ski.”

Thank you, Martina, for letting us accompany you for a day! 

Her daily walk with dog in the wonderful nature
On the way to a meeting with colleagues
Getting input from her colleagues

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