[et_pb_section fb_built=”1″ _builder_version=”4.20.4″ _module_preset=”default” max_width=”100%” max_width_tablet=”90%” max_width_phone=”90%” max_width_last_edited=”on|desktop” module_alignment=”center” custom_padding=”0px||||false|false” global_colors_info=”{}”][et_pb_row _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text module_id=”1″ _builder_version=”4.27.6″ _module_preset=”default” text_font_size=”18px” header_2_font=”|700|||||||” header_2_font_size=”24px” header_2_line_height=”1.4em” header_3_font=”|600|||||||” header_3_font_size=”20px” header_3_line_height=”2em” custom_margin=”||||false|false” header_2_line_height_tablet=”1.4em” header_2_line_height_phone=”1.2em” header_2_line_height_last_edited=”on|phone” global_colors_info=”{}”]<\/p>\n
In this Rexfab Experts interview, Rapha\u00ebl Proulx shares how nearly a decade of engineering experience <\/em><\/strong>has shaped his approach to technical support, customer collaboration, and problem-solving<\/em><\/strong>.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”3_5,2_5″ use_custom_gutter=”on” gutter_width=”2″ make_equal=”on” _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”3_5″ _builder_version=”4.20.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/www.rexfab.com\/wp-content\/uploads\/2026\/07\/Raphael-Proulx-Rexfab.jpg” alt=”Raphael Proulx Rexfab” title_text=”Raphael Proulx Rexfab” _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”2_5″ _builder_version=”4.20.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_testimonial author=”Rapha\u00ebl Proulx” quote_icon_color=”#0C71C3″ quote_icon_background_color=”#FFFFFF” use_icon_font_size=”on” icon_font_size=”44px” _builder_version=”4.27.6″ _module_preset=”default” body_font=”||on||||||” body_font_size=”22px” global_colors_info=”{}”]\u201cThe long-term value of the equipment depends heavily on the quality of the service\u2014the after-sales support”.[\/et_pb_testimonial][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text module_id=”1″ _builder_version=”4.27.6″ _module_preset=”default” text_font_size=”16px” header_2_font=”|700|||||||” header_2_font_size=”24px” header_2_line_height=”1.4em” header_3_font=”|600|||||||” header_3_font_size=”20px” header_3_line_height=”2em” custom_margin=”||||false|false” header_2_line_height_tablet=”1.4em” header_2_line_height_phone=”1.2em” header_2_line_height_last_edited=”on|phone” global_colors_info=”{}”]<\/p>\n What do you do at Rexfab?<\/strong><\/p>\n I\u2019m an engineer and I\u2019ve been with Rexfab for almost ten years. Right now, I\u2019m a Resale Technical Expert, working mainly with the equipment from the partners whose products we distribute.<\/p>\n But I\u2019m still very connected to the different roles I\u2019ve held at Rexfab. I\u2019ve been a Project Manager, Technical Coordinator, and Product Manager for the Depanner and Pan Inverter Cleaner. I\u2019m still involved in servicing those pieces of equipment, and I\u2019ve built relationships with the customers who use them.<\/p>\n As a Resale Technical Expert, why would you say it\u2019s important for Rexfab to have someone in that role?<\/strong><\/p>\n I think you need someone who isn\u2019t caught up in the day-to-day pressure of delivering projects, so they can support service and engineering, retain that knowledge, stay available for training, and also train service technicians. In a way, it creates a central point for technical knowledge.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.6″ _module_preset=”default” text_font=”|600|on||||||” text_text_color=”#0C71C3″ text_font_size=”22px” text_orientation=”center” global_colors_info=”{}”]<\/p>\n \u201cA customer request\u2014especially when a production line is down\u2014is always our number-one priority.\u201d<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text module_id=”1″ _builder_version=”4.27.6″ _module_preset=”default” text_font_size=”16px” header_2_font=”|700|||||||” header_2_font_size=”24px” header_2_line_height=”1.4em” header_3_font=”|600|||||||” header_3_font_size=”20px” header_3_line_height=”2em” custom_margin=”||||false|false” hover_enabled=”0″ header_2_line_height_tablet=”1.4em” header_2_line_height_phone=”1.2em” header_2_line_height_last_edited=”on|phone” global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n What are the three main things you do when working with customers during the design process?<\/strong><\/p>\n One thing that came to mind with that question is from when I was a Project Manager. Once a quotation has been submitted and we have a PO from the customer, the project is defined. But when it reaches engineering and we get into the system details, the designers sometimes come up with ideas to improve the concept.<\/p>\n As a Project Manager, I never hesitated to bring those ideas to the customer. It might involve an upcharge, but if you\u2019re going to have the system for 25 years, you may wish you had added something like a lift-up conveyor for better access. During the design stage, there is still time to change your mind.<\/p>\n For me, one way to involve the customer in the design process is to have them approve, for example, the project\u2019s sequence of operations. During engineering, when we define in detail how the conveyors will behave, I would present that document to the customer: \u201cThis is our detailed understanding of what you requested. Any questions? This is what we\u2019re moving forward with. Are you comfortable with it? Perfect.\u201d I like to go back to the customer regularly so everything is clear to them.<\/p>\n The last major example I had of a customer being directly involved in the design process was a customer who came to the Rexfab plant because they wanted to purchase a new Pan Inverter Cleaner \/ Pan Inverter. They spent a day and a half in a boardroom proposing improvements. They already had one, so they knew the product well. \u201cI\u2019d rather have this type of switch on the doors. Instead of this fixed panel, I\u2019d like it to be a door. I\u2019d like this sensor moved,\u201d things like that. Those were improvements suggested by the customer that we were able to integrate into their equipment. We like working that way when we can get direct customer input. It helps us improve our equipment, and the customer is more satisfied with the product they purchase. It was a very rewarding experience.<\/p>\n Can you talk a little about some of the main problems you\u2019ve faced in the past and what they taught you\u2014new knowledge or new ways of doing things? Were there any major challenges that taught you the most?<\/strong><\/p>\n That goes back quite a while. One example would be the first time I did a startup on a depanner, in New York State. I had designed depanners before, but I had never installed one at a customer\u2019s facility. The customer had tried to do it themselves and hadn\u2019t been able to get it working. The first loaves were coming out of the oven, and we had to adjust the machine so it would work.<\/p>\n There was no other option. I remember there was a lot of pressure. We succeeded, and it was very satisfying. After you\u2019ve done that once, you\u2019re much better equipped to adapt your future designs and concepts.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.6″ _module_preset=”default” text_font=”|600|on||||||” text_text_color=”#0C71C3″ text_font_size=”22px” text_orientation=”center” global_colors_info=”{}”]<\/p>\n \u201cI can look beyond the equipment itself: the bread temperature, cooling time, moisture in the product, and product dimensions, all in an effort to formulate a solution.\u201d<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text module_id=”1″ _builder_version=”4.27.6″ _module_preset=”default” text_font_size=”16px” header_2_font=”|700|||||||” header_2_font_size=”24px” header_2_line_height=”1.4em” header_3_font=”|600|||||||” header_3_font_size=”20px” header_3_line_height=”2em” custom_margin=”||||false|false” header_2_line_height_tablet=”1.4em” header_2_line_height_phone=”1.2em” header_2_line_height_last_edited=”on|phone” global_colors_info=”{}”]<\/p>\n What specifically did you learn from that?<\/strong><\/p>\n I think that was when we confirmed that we needed longer suction cups when depanning Easyway loaves from Hardway pans, for example.<\/p>\n We had tested it on one pan, but in the end we changed it for all of the pans. That allowed me to validate the concept.<\/p>\n What would you say is the difference between a Resale Technical Expert and a Product Manager?<\/strong><\/p>\n At the time, the Product Manager role at Rexfab was much closer to mechanical design. We were the ones doing the sizing and creating the 3D equipment models.<\/p>\n As a Resale Technical Expert, I\u2019m less involved in projects and less involved in design. On paper, my role is mainly focused on our partners\u2019 equipment. However, I remain involved with other Rexfab equipment as well. As a technical expert, I\u2019m usually brought in when there is a problem.<\/p>\n That\u2019s really the challenge. Normal design stays within engineering. A normal installation stays with the installation team. But when there\u2019s a difficult issue and we don\u2019t really understand why something is happening, that\u2019s when people can call on Rapha\u00ebl.<\/p>\n That\u2019s very important, right? Yes.<\/strong><\/p>\n Because it\u2019s the customer\u2019s problem.<\/p>\n Yes. At that moment, you\u2019re the most important person because the customer is waiting for an answer.<\/strong><\/p>\n Yes.<\/p>\n That\u2019s interesting. In your role as a Resale Technical Expert, can you give a few examples of your experience working with customers?<\/strong><\/p>\n Yes. I\u2019m thinking of a customer who was having trouble with the Clipping Units in their Baggers. At the time, I don\u2019t think our service technicians had received much training on those units. I had been trained in Germany.<\/p>\n So I was the one who went in and adjusted the Clipping Units.<\/p>\n We were able to adjust the equipment successfully. When I left, the equipment was running. Since I was already on site, I also trained the customer\u2019s operators and maintenance technicians.<\/p>\n I even left notes inside the machine explaining what different components were for.<\/p>\n Was the customer happy? What did they say to you?<\/strong><\/p>\n I\u2019m trying to think of an actual customer quote. Once in Pennsylvania, we did a startup on a Bread Pusher Lane. We were having trouble separating the rows of bread.<\/p>\n When we finally got it working, I remember the corporate Project Manager was there and was very satisfied. He told me, \u201cThanks a lot, my friend,\u201d or something along those lines.<\/p>\n He knew we could solve his problem.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.6″ _module_preset=”default” text_font=”|600|on||||||” text_text_color=”#0C71C3″ text_font_size=”22px” text_orientation=”center” global_colors_info=”{}”]<\/p>\n “We like working that way when we can get direct customer input. It helps us improve our equipment, and the customer is more satisfied with the product they purchase.”<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text module_id=”1″ _builder_version=”4.27.6″ _module_preset=”default” text_font_size=”16px” header_2_font=”|700|||||||” header_2_font_size=”24px” header_2_line_height=”1.4em” header_3_font=”|600|||||||” header_3_font_size=”20px” header_3_line_height=”2em” custom_margin=”||||false|false” header_2_line_height_tablet=”1.4em” header_2_line_height_phone=”1.2em” header_2_line_height_last_edited=”on|phone” global_colors_info=”{}”]<\/p>\n Attention to detail matters because it helps make the solution work, document it properly, and share detailed processes with others. What do you think of that<\/span>?<\/strong><\/p>\n That\u2019s true, and it makes me think about the difference between when I go to a site and when a service technician goes. Sometimes the difference is in the type and depth of reporting that\u2019s expected. If a piece of equipment needs to be repaired and the failure is already known, we\u2019ll often send a service technician.<\/p>\n But when there\u2019s a problem with a slicer\u2014for example, the slices are coming out strangely or the machine is damaging the loaves\u2014and we don\u2019t know what the solution is, that\u2019s when I go on site.<\/p>\n I can look beyond the equipment itself: the bread temperature, cooling time, moisture in the product, and product dimensions, all in an effort to formulate a solution. Because I\u2019m an engineer by profession, I tend to be more methodical and prepare more detailed, in-depth reports. That\u2019s not meant to diminish the work of our service technicians.<\/p>\n Methods, organization, and documentation are very important. I think those things matter a lot.<\/strong><\/p>\n That\u2019s why customers have told you, \u201cGood job, my friend.\u201d<\/strong><\/p>\n That wasn\u2019t the same example. That situation was more of an installation, so there was less documentation involved. Often, the customer has difficulty explaining exactly what they need. They might say, \u201cIt\u2019s not working properly; it\u2019s not clipping the bread.\u201d Once I\u2019m on site, I may be able to identify that they\u2019re actually having trouble adjusting the Gathering Arms, for example. I can then pass that information on to our partners or propose a modification to a component.<\/p>\n Gathering and synthesizing information is a significant part of my work.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.6″ _module_preset=”default” text_font=”|600|on||||||” text_text_color=”#0C71C3″ text_font_size=”22px” text_orientation=”center” global_colors_info=”{}”]<\/p>\n “Gathering and synthesizing information is a significant part of my work.”<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text module_id=”1″ _builder_version=”4.27.6″ _module_preset=”default” text_font_size=”16px” header_2_font=”|700|||||||” header_2_font_size=”24px” header_2_line_height=”1.4em” header_3_font=”|600|||||||” header_3_font_size=”20px” header_3_line_height=”2em” custom_margin=”||||false|false” header_2_line_height_tablet=”1.4em” header_2_line_height_phone=”1.2em” header_2_line_height_last_edited=”on|phone” global_colors_info=”{}”]<\/p>\n Good, Raph. Is there anything else you\u2019d like to add?<\/strong><\/p>\n What that made me think about is that the best way for equipment to have value in the customer\u2019s eyes is for it to work well. In my opinion, the long-term value of the equipment depends heavily on the quality of the service\u2014the after-sales support.<\/p>\n Even within my current role, I still do a lot of that: answering questions by email and taking calls from customers. That applies to our partners\u2019 equipment, but as I mentioned, I\u2019ve held several roles at Rexfab in the past.<\/p>\n A lot of customers know me from those previous roles. I never refuse to help customers when they contact me. I refer them to the right person at Rexfab, or often I take care of the issue myself, even if it goes a little beyond my formal responsibilities. That\u2019s why I remain connected to the equipment I\u2019ve worked on in the past.<\/p>\n What do you do to support customers when problems arise?<\/strong><\/p>\n Of course, on a normal day I have regular projects to work on. But a customer request\u2014especially when a production line is down\u2014is always our number-one priority. The first step is to understand the problem.<\/p>\n It doesn\u2019t help when the only information we get from the customer is, \u201cIt doesn\u2019t work.\u201d We usually try to speak with the maintenance technician who actually saw the problem and ask them to record a video of the equipment so we can provide remote support.<\/p>\n I\u2019ve provided remote mechanical technical support before: adjust this, move that screw, change the timing of a particular component.<\/p>\n The second step is a short-term solution: fix the immediate problem. Can we rush-ship a replacement part?<\/p>\n The third step is a long-term solution to prevent the problem from happening again. Do we need to improve operator or mechanic training? Do we need to modify the design to strengthen the part?<\/p>\n That\u2019s more or less how we approach it.<\/p>\n <\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_divider _builder_version=”4.21.0″ _module_preset=”default” width=”80%” width_tablet=”80%” width_phone=”80%” width_last_edited=”on|desktop” module_alignment=”center” global_colors_info=”{}”][\/et_pb_divider][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.19.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_blog fullwidth=”off” posts_number=”3″ include_categories=”21″ show_author=”off” show_categories=”off” show_pagination=”off” _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_blog][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":" In this Rexfab Experts interview, Rapha\u00ebl Proulx shares how nearly a decade of engineering experience has shaped his approach to technical support, customer collaboration, and problem-solving. From equipment design and startup to troubleshooting and after-sales service, Rapha\u00ebl explains why understanding the full production context is essential to delivering effective, long-term solutions. His role as a Resale Technical Expert also highlights the importance of gathering, analyzing, and translating field information into actionable improvements for customers, Rexfab teams, and technology partners.<\/p>\n","protected":false},"author":1,"featured_media":4100,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"1080","footnotes":""},"categories":[21],"tags":[],"class_list":["post-4099","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles"],"_links":{"self":[{"href":"https:\/\/www.rexfab.com\/en\/wp-json\/wp\/v2\/posts\/4099","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.rexfab.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.rexfab.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.rexfab.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.rexfab.com\/en\/wp-json\/wp\/v2\/comments?post=4099"}],"version-history":[{"count":7,"href":"https:\/\/www.rexfab.com\/en\/wp-json\/wp\/v2\/posts\/4099\/revisions"}],"predecessor-version":[{"id":4121,"href":"https:\/\/www.rexfab.com\/en\/wp-json\/wp\/v2\/posts\/4099\/revisions\/4121"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.rexfab.com\/en\/wp-json\/wp\/v2\/media\/4100"}],"wp:attachment":[{"href":"https:\/\/www.rexfab.com\/en\/wp-json\/wp\/v2\/media?parent=4099"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.rexfab.com\/en\/wp-json\/wp\/v2\/categories?post=4099"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.rexfab.com\/en\/wp-json\/wp\/v2\/tags?post=4099"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
In my role, especially when we\u2019re talking about our partners, I may go to a customer\u2019s site, gather the information, organize it, and send it to our partners. That saves them from having to travel to the site themselves.<\/p>\n