“Hard work pays off,” explains Heriberto Pera, a Customer Technical Service (CTS) Engineer when asked what he’s learned during his 30 years with GrafTech. “I help our customers maximize productivity and be as efficient and effective as possible, according to their goals.” As part of one of the largest customer service teams in the industry, he works closely with steel plants and furnace operators to recommend process changes, investigate issues and answer questions. “I enjoy seeing customers benefit when a change is proposed, deployed and succeeds, causing either a productivity increase or a cost decrease.”