6 | Austech Building Automation company. Austec has a high level of customer interaction. According to Edwards, that’s necessary in order to recognise their needs – and recognising their needs is an important first step for when it comes to meeting them. “We take the time to understand what the customer really wants and learn their processes,” Edwards explains. “We also take a real interest in what they are doing in the short, medium and longer term. If it’s a shopping centre, for instance,they may be planning to expand, and we’ll need to think about how we can match the needs of that expansion. If it is a military base, the recent focus has moved to energy and water usage, so we need to understand that and make sure the systems we install are up to date, and will be able to properly support them.” The management structure of Austec is an advantage when it comes to that aim, Edwards adds, because it permits a considerable level of elasticity in responding to industry change. “We are flexible in howwe manage, we try and change the way we do things to suit the market demand,” he says. He explains that the company has three directors who have expert knowledge and experience within their field, that all work in specific roles. One is an engineering and service director who oversees the service division, another is engineering and projects director who overlooks the engineering and programming of jobs, and the third is a finance, marketing and sales director.
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