My name is Lorenzo Palonghi, and I am responsible for the Technical Service team suppor­ting DEKA and El.En. laser sy­stems distributed outside Italy.

My journey at El.En. began in 2002. Since then, I have grown within this organiza­tion, accompanying the com­pany’s evolution and having the privilege of working with extraordinary colleagues. Daily interaction with different cor­porate functions, as well as with partners, customers, and technicians from diverse mar­kets and cultures, has been — and continues to be — a constant source of growth, not only professionally but also personally. It is from this ongoing exchange that my approach to Service and its coordination has taken shape. 

Today, our work is built on strong internal synergy among the various com­pany departments. Servi­ce is not an isolated fun­ction, nor an activity that intervenes only at the end of the process: it is an in­tegral part of the value that DEKA and El.En. bring to the market. Close collaboration with Production, R&D, Quality, Supply Chain, and Sales allows us to deliver a solid, consistent service that meets customer expectations, while also contri­buting proactively to the deve­lopment of new technologies.

I am fortunate to work with a team of people who bring passion, expertise, and a strong sense of responsibility to their work every day. People who share not only a method, but above all a vision: to be present, responsive, reliable, and practical in every situation.

Technical Service is a 360-de­gree activity. It includes mana­ging field reports, spare parts and their procurement, repair activities for laser systems and all their individual com­ponents, monitoring product reliability, delivering training courses, and providing con­tinuous support to the tech­nicians of our distributors. At the core of these processes is the Service Portal, a tool that collects the complete history of every DEKA technology — from installation to all service interventions performed over time. This feedback provides full visibility into how our sy­stems perform in the field, enabling us to calibrate daily actions and decisions, including improvements and cor­rective measures. A structu­red approach that allows us to work in a preventive, tra­ceable, and shared manner.

Technology evolves, and skills must evolve with it. From this perspective, trai­ning is not an occasional event, but a strategic lever. Starting in 2026, this model takes a decisive step forward with the DEKA Service Cam­pus, the new facility within a large, newly inaugurated area entirely dedicated to technical service. An ecosystem where technology, expertise, and trai­ning come together to redefi­ne the service of the future. Not just a more efficient place to work, but a space designed around people: functional, safe environments created to foster collaboration, growth, and knowledge sharing.

Training is a central pillar of this vision. The new spaces and available technologies make it possible to further expand the dissemination of know-how, strengthening dia­logue and relationships with our partners’ technicians worl­dwide. A relationship that goes beyond business and is also deeply human — based on shared values, listening, and understanding the real needs of partners and customers.    

Often, these relationships grow even stronger and turn into genuine friendships, the same friendships we experien­ce when we are hosted by our distributors around the world. The DEKA Service Campus represents value made tangible: in on-field expertise, rapid response, immediate availability of spare parts and support, and in the people who truly make the differen­ce. Service is not an ancillary activity, but an integral part of the value perceived by the customer. Because innovation truly matters only when it reaches the very end.  We feel satisfied only when our customers feel satisfied. For this reason, what is often called the “last mile” is strategic for us.

Lorenzo Palonghi

Responsible for DEKA Technical Service team