Michelle Mason

Honestly, I think it comes down to a combination of hard work, self-study, and the people who surround me. I’ve been fortunate to work in an environment where my coworkers are incredibly supportive and willing to help each other. There’s a real sense of teamwork, and very little drama, which makes a huge difference.

In my current technical role, I’ve had the opportunity to learn so much from my engineers and colleagues. Technical knowledge was a completely new world for me, so I’ve had a lot of questions along the way. They’ve been patient, supportive, and always willing to share their expertise. At the same time, I’m able to support them with my customer service knowledge and experience, so we really complement each other and create a balanced team.

I’ve also been fortunate to have some exceptional leaders throughout my career. They’ve encouraged me to believe in myself, build my confidence, and pursue opportunities that may have felt outside my comfort zone. They taught me that it’s okay to think differently, challenge the status quo, and approach problems with a fresh perspective. Their support has played a significant role in both my personal and professional growth.

If someone is considering entering our industry, I would tell them not to be discouraged by the challenges they may encounter. It can be a demanding field, and it is still primarily male-dominated, but that should never be a reason to doubt your place in it.

Personally, I have always felt welcomed and supported throughout my career. At the same time, I’ve learned the importance of having confidence in yourself and being willing to speak up. You have to trust your abilities, recognize the value you bring, and be comfortable demonstrating your knowledge and expertise.

I would also encourage women entering the industry to keep an open mind. It may look different from other roles or industries they have experienced, but those differences can create incredible opportunities for growth and learning. There will be challenges along the way, but those challenges often lead to some of the most rewarding experiences.

Most importantly, believe in yourself. Be willing to learn, ask questions, and step outside of your comfort zone. It may not always be easy, but it is an incredibly fulfilling field where you can make a meaningful impact, build strong relationships, and achieve more than you may have thought possible.

One of the biggest challenges in my field right now is navigating the ongoing global supply chain and market changes that impact product availability and delivery times. As a company with European roots, many of our products are sourced internationally, so factors such as tariffs, transportation delays, and market fluctuations can directly affect lead times. A significant part of my role is helping customers understand these challenges, setting realistic expectations, and working to find solutions that meet their needs as efficiently as possible. Balancing customer expectations with external factors beyond our control can be challenging, but it also provides opportunities to build trust through clear communication and proactive support.

Another challenge has been transitioning into my current role, which has evolved into a combination of customer service and technical support. While my years of customer service experience have given me a strong foundation, I am now expanding my technical knowledge in ways I never had to before. It has been a significant learning experience, and while there have certainly been challenges, I also view it as an exciting opportunity for growth. I appreciate that my organization has confidence in my abilities and has encouraged me to take on new responsibilities.

In addition, our company has been undergoing organizational changes that have brought our U.S. and European teams into closer collaboration. This has expanded my network of colleagues and introduced new ways of working across regions and cultures. While adapting to new structures and processes requires flexibility, I have genuinely enjoyed the experience. The collaborative culture, knowledge sharing, and support from colleagues around the world have made the transition both rewarding and professionally enriching.

The values that are most important to me are caring for people, providing support, and helping solve problems. In my role, I often say you wear many hats. You're a counselor when customers need guidance, a detective when you're working through supply chain challenges, and sometimes even a doctor because you're helping fix issues and find solutions when things don't go as planned.

What matters most is bringing all of those skills together to serve both our customers and our company to the best of my ability. I take pride in supporting our customers, understanding and advocating for our products, and contributing to a company that values sustainability. Those principles align closely with both my professional and personal values, and they motivate me every day.