Technical Masters Competition: A Platform for Technology and Sharing

Outstanding after-sales service is one of TOTO’s cornerstones – but we’re always trying to make it better. This is the idea behind Technical Masters. This competition brings TOTO Europe technicians together for an event focused on expertise, team spirit and engagement.

Every After-Sales Service Technician is responsible for serving their own area. They only have the opportunity to communicate with their colleagues by phone in their day-to-day work. This makes it all the more important for TOTO Europe Technical Masters participants to see each other in person and share their experiences. In addition to providing a venue for people to meet and catch up, this event helps our technicians become more knowledgeable and confident in working with our products. TOTO Europe as well as the entire TOTO Group organise regular technical training seminars. These are standardised to guarantee the same high level of TOTO quality all around the world – ensuring that TOTO customers everywhere can count on consistently outstanding service.

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“Working as a technician can be lonely. It’s great to get a chance to meet the others and talk about our experiences.” - Angelo Martin, After Sales UK

A competition in three parts

Technical Masters is divided into three disciplines:

Practical section: The technicians need to troubleshoot an issue with WASHLET and repair it. They have all replacement parts at their disposal and receive points for correctly analysing and fixing the problem.

Written test: This multiple-choice test checks the technician’s fundamental knowledge of WASHLET, its functionalities and their interdependencies.

Role playing: In a simulated situation involving a customer, participants show how well they follow the “Global Common Customer Service” standards and respond to the customer’s needs.

Sharing at all levels

Isogai-san, Director of the Technical Department, emphasises: “The main reason for the Technical Masters event is to give participants the opportunity to meet and share their ideas. This helps strengthen their sense of community. They can learn from each other, provide mutual support and discuss problems and solutions together.”

At the same time, the competition helps identify weak points in the technicians’ expertise or their processes. If a need for more training is evident in certain areas, TOTO can respond with specific measures to improve their after-sales service.

The path to Japan

The winner of the TOTO Europe Technical Masters qualifies for the next stage: the TOTO World Service Master in Japan. The best TOTO technicians from the individual countries have an opportunity to compete against each other here.

“It’s an honour to be chosen,” explains Daniel Baer, this year’s Technical Masters winner in Europe. “I’m excited to travel to our headquarters and meet my colleagues from around the world. At the same time, I believe that the cultural differences regarding appropriate behaviour during a customer appointment could make this competition more challenging.”

Isogai-san is optimistic and has an ambitious goal: “I want to make TOTO Europe the number 1 in after-sales service within TOTO Group and in Europe.”

An event that brings people together

Participant feedback shows that this competition is more than just a test. It’s an opportunity to expand their knowledge, gain new perspectives and strengthen the sense of community among technicians in their everyday work. Technical Masters is an important step to continuously improve the quality of services provided by TOTO.