Norman Apfelbaum

VP Global Customer Service Coherent

As VP of Global Customer Service at Coherent Inc. Norman Apfelbaum drives a global network of technical field and factory service teams serving diverse customers in the complex photonics industry. His teams consistently deliver >95% customer satisfaction ratings across multiple market-based service levels built upon service strategies and execution models he has established over his 23 years in Service. This includes the creation of instant response models for 24/7 mass production support from scratch across Asia even in places as remote as Inner Mongolia, China. Norman believes in the importance of strong customer relationships built through direct and regular visits, accumulating >1 million air miles in the process. Having started his career by solving technical issues with a Swiss army knife when needed, he believes in always finding a way to customer success. Norman is based in Goettingen, Germany and presently leads a “Good to Great” service business transformation to realize a sustainable step-change to service financial performance and health for Coherent.