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Interview with Joe Steward – Aftersales Manager
06 February 2025
You joined Boomerang Digital as an apprentice in 2021. Can you tell us about your journey from apprentice to Aftersales Manager?
It’s been a great journey so far, first I started off with building the PayStation range as part of a small team of production engineers, this gave me a great understanding of each part in each machine. As my knowledge of the machines grew, I started picking up aftersales responsibilities which included picking, testing and configuring and then despatching any part that was required. After a few months of this I was given the title of Aftersales Manager and am now involved in specialised PayStation support and new PayStation development, as well as managing and improving our aftersales customer service.
What skills or experiences gained during your apprenticeship have been most valuable in your current role?
My apprenticeship course was mostly based on production processes. This has given me insight into how different manufacturing processes work and the benefits and negatives of each. The knowledge i picked up from the course has been great as it allows me to bring new ideas to the table when it comes to our manufacturing methods and how we can improve our PayStation range as much as possible.
How do you approach delivering exceptional aftersales support to Boomerang Digital’s customers?
I think its all about levelling with the customer and understanding exactly what it is they need. And then using my knowledge of the PayStations to help them make their life as easy as possible. I believe in great communication being the key and I like to think I am understanding and proactive when it comes to customer service.
Customer satisfaction is key to aftersales. Can you share an example of a time you went above and beyond for a client?
A couple of occasions immediately spring to mind. There’s been phone calls past midnight on a weekend, driving to the post office to get that last minute urgent order out the door for the customer to receive the next day, and coming into the office 2 days before Christmas last year when everyone was off on holiday to configure and hand over a replacement part for a customer with an out of order machine.
How has the technology and product range at Boomerang Digital evolved since you started, and how does that impact the support you provide?
The development of technology integrated with the PayStations has been great to see. Especially the integration of barcode scanners with the engage loyalty app. Bringing out new integrations and hardware is great but being able to support and diagnose any issues that come up as a result of new technology is equally as important for us, that’s why all new tech is thoroughly tested and understood by all parts of the Boomerang team before it is installed on site.
I’m especially pleased with the development of the new Tik-Ex terminal we have been showcasing as its a great looking and functional machine in a small footprint. As we are now part of the Boomerang wider group it’s been great to see and understand some of the products they offer such as the Jigsaw and Bingo Express.
What advice would you give to someone starting out in an apprenticeship program and aspiring to grow their career in the tech industry?
I would tell them to work hard and try to understand as much as possible about the business and products they offer, and always ask questions if you’re not sure about something. Knowledge and understanding is key and always put forward your own thoughts and ideas on things.