Service is a vocation, rather than a profession! This is my personal attitude and this is what we practice in service. Service means team work. In order to achieve this, we set out on the path towards an agile organisation two years ago to create a culture of responsibility and trust. The team must work hand in hand. No error analysis means no spare parts; no spare parts mean no repairs. In the team, we are all equally important. We all know the requirements.
The way we see it, our customers are part of our team. Without our customers' help, it is not possible for us to recognise our customers' wishes. We cannot meet our customers' wishes if we do not know them.
Many plants have been installed for decades. When a plant doesn't do what it's supposed to do, it is possible that we do not immediately know the cause. In order to enlighten our customers a little in this area, we were able to develop online support into a core service, supported by the technology changes of the last few years. Our employees in online support have several decades of experience as service engineers and are very often able to replace the technician coming to site. Service engineers are deployed when they are really needed.
Our international alignment requires very competent processing of the spare parts deliveries. In order to ensure quality, we work only with genuine spare parts, and place great value on compliance with deadlines. Our colleagues receive regular comprehensive training in customer processing to make sure that everything will go smoothly. We deliver about 30,000 parts every year and send out all common spare parts within 24 hours. More than 3/4 of all parts leave our factory on the day of the order. Components for conversions and plant upgrades are added to this.
In light of this, you will understand that the challenges the environment poses to us change almost every single day. Every morning at half past nine, our entire service team meets in order to coordinate on current customer subjects in a structured manner and to discuss measures on further development of our organisation. Everyone in the team will be informed and can support each other in order to achieve the best results for you.
As mentioned: Service is a vocation, rather than a profession!
