When Your Sales Rep Has Actually Been in Your Shoes

There’s no shortage of companies that can sell you a machine.

Understanding what it’s like to rely on that machine—when deadlines are tight, your reputation is on the line, and downtime is not an option—is something else entirely.

That’s the standard we’re building toward at Serviform America.

Our team is not just made up of people with industry knowledge. It’s built with people who have worked on shop floors, solved real problems, and carried the same pressure our customers face every single day.

That’s exactly why bringing Augie Ponce onto our team matters. Before joining Serviform America, Augie wasn’t on the outside looking in. He lived it.

“I worked at Marrs Printing and Packaging for 27 years, where I held several roles throughout my career. I began as a die maker for flat bed die cutters and later supervised the Die Shop, Die Cutting, and Folder Gluer departments. I also managed purchasing  for both  the Die Shop and Die Cutting departments. In my final four years with  Marrs Printing, I served as a Packaging Designer.”

That kind of experience doesn’t come from theory. It comes from years of being in the middle of it—figuring things out when production is on the line and there’s no room for error.

It also shapes how he sees what shops are up against right now.

“One of the biggest challenges I see today is having the right equipment to keep up with the amount of work coming through a die shop.  When equipment capacity doesn’t match production demands, it can create delays and workflow disruptions that affect efficiency, timelines and overall productivity ”

It’s a simple observation, but one that shows up every day on the shop floor. When the workload outpaces the equipment, everything starts to feel it—timelines, output, and the people trying to keep it all moving. That gap between workload and capability creates pressure. It leads to longer hours, missed timelines, and unnecessary stress across the shop floor.

When something goes wrong, the response matters just as much as the equipment itself. We asked Augie how he approaches situations when a customer is dealing with downtime or production issues.

“The first step is understanding exactly what the customer is experiencing. When production is down, communication is key. I make it a priority to keep customers informed throughout the process and  provide timely updates. My goal is to ensure they know we’re addressing the issue and working quickly towards a solution to get them back up and running.”

That mindset reflects what we believe matters most—reliability, urgency, and clear communication. It’s the idea that when a problem shows up, it becomes our responsibility to help solve it.

It’s a principle we’ve been intentional about building into how we operate. You can read more about that in our blog post detailing our core values here: https://serviformamerica.com/the-values-that-make-die-makers-win-with-serviform-america/

This is what it looks like in practice: understanding the urgency, staying in communication, and making sure the customer knows someone is actively working on the problem.

That’s the difference between selling equipment and actually supporting the people who rely on it every day. At its core, this industry runs on more than precision; It runs on people who show up when it matters.

Working with someone who has been in your position changes the conversation. It builds trust faster and leads to better outcomes.

Outside of work, Augie stays active and busy: “I enjoy spending quality  time with my family, whether we’re hiking, spending the day at the beach, or simply enjoying time together. Soccer has always been a big part of my life, and I still enjoy playing and following the sport whenever I can.”

We’re proud to have Augie on the team and excited about what that means for the customers we serve. Because when you need support, it helps to work with someone who understands your world firsthand.