It’s easy to spot great service. A friendly greeting. Detailed communication. Going the extra mile.
These days, it’s not as easy to find. We can thank two years of a global pandemic for that. Which is why celebrating when it’s done right—like by Cassling Field Service Engineer Terry Hingtgen—is especially important.
Recently, Terry was recognized as the recipient of the Bob Cassling Service Excellence Award at the company’s 2022 annual employee meeting. The award was established in 2015 in memory of our founder, Bob Cassling, to recognize employees who go above and beyond in exemplifying the organization’s commitment to service and culture of accountability.
“Terry is an outstanding engineer and a very deserving award winner,” said CEO Mike Cassling. “He is known for taking customer service, teamwork and work ethic to the highest level, and it is a pleasure to present this award to him in my dad’s honor.”
This year, Terry will celebrate 20 years of service for Cassling. He proves his dedication to providing outstanding customer service by ensuring that Cassling’s customers’ imaging equipment is maintained in optimal condition, any problems are diagnosed swiftly, and repairs are made efficiently.
“Terry’s leadership and level of accountability for the service and support he provides has always been very high,” said Kyle Salem, PhD, Cassling President. “When we talk about serving the healthcare industry ‘the Cassling way,’ Terry is exactly what we mean. He is an excellent role model.”
In addition to his system knowledge and service efficiency, Terry is known for maintaining excellent communication with his customers, even when he is not the primary engineer on duty. “He embodies the highest standard of customer service that we all strive to achieve at Cassling and within our CQuence family of companies,” said Cassling.
“Terry is a humble and hard-working engineer,” said Joe Matthews, Vice President of Service. “He knows his customers well and consistently exceeds their expectations. Whether it’s a critical down issue, a challenging install, or just a regular upgrade, I consistently hear that Terry makes it an exceptional experience.”
In addition to taking care of customers, Terry is recognized as a leader among his co-workers and for going out of his way to lend a helping hand.
“Terry provides an amazing level of support to his peers,” said Terry’s boss, Chris Decker, Regional Service Manager. “He volunteers to help, even when he is not the primary engineer, just to ensure the project goes off without a hitch. It is rare for an engineer to care so much and take such great effort to help. Plus, Terry’s attention to detail and knowledge about all the modalities he works on is second to none.”
Terry was thoroughly surprised and honored to be named this year’s award winner.
“I am humbled to be nominated, let alone be selected,” said Hingtgen. “There are many employees and fellow engineers who are also deserving, which is a testament to the culture we have at Cassling.”
“It truly means a lot. I am a man of few words, but I appreciate the feedback and positive reinforcement—that what we do matters to the healthcare professionals we strive to serve each day.”
Terry’s dedication to providing the highest level of service make him a well-deserving recipient of the Bob Cassling Service Excellence Award. Feel free to drop a note of congratulations to Terry in the comments below.
Previous recipients of the Bob Cassling Service Award
2019: Jerry Glenn
2018: Martie Chauvin & Kayla Engel
2017: Reed Poulsen
2016: Bill Heeren
2015: Frank Pultinevicius