The printing industry continues to evolve, driven by new automation opportunities, changing customer expectations, and an ongoing workforce transition. During a recent conversation with Printing Impressions, Francis McMahon, President and CMO of Tecnau | Sitma USA, shared his perspective on how Tecnau and Sitma are evolving to meet these challenges while keeping customers at the center of every decision.
Building Around Customer Success
While Tecnau remains deeply rooted in engineering excellence, Francis explained that the organization's focus in the Americas has increasingly centered on the areas that directly impact customer success: support, service, and customer engagement.
Over the past eighteen months, significant investments have strengthened these functions, creating an organization designed not only to deliver innovative solutions, but also to ensure customers receive the support needed to maximize productivity and performance.
A key part of this evolution has been building a leadership team with experience, accountability, and a shared commitment to growth, while combining the strengths of long-standing Tecnau professionals with new talent and perspectives.
Collaboration with a Purpose
At Tecnau and Sitma, collaboration is more than a management philosophy. It is a practical approach focused on helping customers achieve maximum uptime.
As Francis discussed during the interview, the organization has worked to strengthen a customer-first mindset by focusing not only on products and technology, but also on understanding what customers value most. Whether it's responding quickly to customer needs, strengthening partnerships, or improving support processes, the goal remains the same: helping customers keep their operations running efficiently.
This commitment has become a driving force behind the way teams engage internally and externally, creating stronger connections between Tecnau, its partners, and the customers they serve.
Investing in People and Support
Supporting customers requires investment. Over the past year, Tecnau has significantly expanded its support organization, reinforcing its commitment to service and long-term customer success.
At the same time, Francis highlighted one of the most important challenges facing the entire printing industry: workforce succession. As experienced professionals retire, companies must be proactive in developing the next generation of operators, technicians, and leaders.
Waiting until a retirement occurs is often too late. Building knowledge, skills, and experience takes time, and organizations that invest in workforce development today will be better positioned for success tomorrow.
Balancing Innovation and Experience
The industry is also benefiting from the arrival of professionals from outside the print sector. New perspectives can bring fresh ideas and innovative thinking, but lasting success comes from combining those perspectives with the expertise of people who understand the unique realities of production print.
During the discussion, Francis emphasized the importance of leveraging both experience and innovation. Organizations that encourage collaboration between seasoned industry professionals and emerging talent will be best equipped to navigate change and capture future opportunities .
Defining Growth
For Francis, growth is not defined primarily by financial metrics. It is defined by the confidence customers place in Tecnau and Sitma every day.
Confidence that customers place in Tecnau and Sitma. Confidence that support teams will respond when needed. Confidence that solutions will perform as expected. And confidence that the organization genuinely cares about helping customers succeed.
That vision continues to guide investments in service, training, education, and automation solutions, creating a foundation for sustainable growth while helping customers improve productivity, efficiency, and profitability.
As Tecnau and Sitma continue to evolve, the mission remains clear: build stronger partnerships, deliver exceptional customer experiences, and help customers succeed in an increasingly dynamic production environment.
Watch the Full Interview
Watch the complete conversation between Ashley Roberts of Printing Impressions and Francis McMahon to hear more about the transformation of Tecnau and Sitma, the industry's workforce challenges, and the opportunities shaping the future of print.