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New service structures at Handtmann for high quality response
According to Helmut Motzet, head of the service department of the Handtmann A-Punkt Automation GmbH in Baienfurt: "With a significantly increased number of machines in the market, we had to ensure that we had the optimum internal and external structures in place. Now and in the future, high quality service is the most important criterion for customer satisfaction. At Handtmann we are very aware of this and have therefore decided to make some important changes. These changes, at our headquarters and in our service network worldwide, will ensure we react even faster and better to all of our customer's needs in the future. Key elements of these changes are additional employees and improved structures." Complementing its numerous national and international service engineers who provide on-the-spot service, Handtmann has set up three additional specialised support teams:
The Service Support Team, managed by Werner Carli, now handles customer problems, enquiries and on-the-spot service engineers. Enquiries and reports are dealt with centrally and systematically by the Handtmann Service Support call centre (email@example.com / +49 751 5079 926). Every customer request will be given a dedicated ticket number, which will be forwarded to the responsible local service engineer.
The Implementation Team, based in the assembly hall, will ensure the high quality of machine implementation and provide practical, in-depth knowledge of all Handtmann machining centres. The team carries out professional training courses for customers, as well as for internal and external employees.
Since December 2012 the division After-Sales Helpdesk has been overseen by Markus Hörmann. He is responsible for all questions regarding service products, service agreements, maintenance contracts, machinery rebuilding and all of Handtmann's Service & Solutions proposals. The objective is to ensure maximum long-term effectiveness of all machining centres in the field by providing guaranteed productivity and efficient processes.
The new structure ensures that every need and requests of Handtmann's customers can be met.
World-wide support service from Handtmann - "Targeted training courses and fast response times mean quality service"
Because of the high proportion of Handtmann machines that are exported, a global on-the-spot service presence is extremely important. Through its own subsidiaries, with service offices, service engineers and large spare parts stocks, Handtmann can provide a fast response for customer requests and requirements - generally in the language of the country. In a targeted training programme, all Handtmann service employees worldwide gain an in-depth knowledge of the machining centres - from machine build at the Handtmann headquarters to on-the-spot training at customers' facilities.
Handtmann offers its own service subsidiaries in Moscow and Novosibirsk (Russia) as well as in Chicago/Illinois (USA). The trained staff of the subsidiaries has many years of experience with the machining centres and can assure customers of the quickest response times. In conjunction with the service subsidiaries, Handtmann offers intensive project supervision - especially for large-scale projects. On major projects, Handtmann service engineers are at the customer's facilities for the complete duration of the project to oversee it and train the customer's employees so that they can solve minor issues and maintenance without the Handtmann service team.
As the service engineers at Handtmann subsidiaries in China, Korea and England are the first point of contact for enquiries from local clients they also have to complete the Handtmann training programme.
Service employees from Handtmann clients can also take part in the training programme. Finally, to provide high quality service for remote maintenance, Handtmann employs native speakers from China and Russia at its headquarters in Baienfurt.
"Because of these improvements to our structures and staffing levels we can offer our clients a fast, quality service. The quality of our service is as important as the quality and functionality of our machining centres," says Helmut Motzet.
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