June 8, 2015
Achieving service excellence and customer loyalty comes down to having the right people with the right attitude. Atlas Copco service technicians work around the world, meeting customers daily to solve and prevent problems.
Aftermarket service is an asset to the Group and a benefit to its customers. The technicians providing service are the face of the organization for customers who often measure Atlas Copco’s professionalism by the performance of these men and women.
This is the person who shows up on site and makes sure everything operates smoothly.
Recently, Atlas Copco created dedicated service divisions for all its business areas. Well-trained sector specific technicians provide service for Compressor Technique, Industrial Technique, Mining and Rock Excavation Technique and Construction Technique. Still, it is imperative that the Group’s customers “meet one Atlas Copco,” says Atlas Copco President and CEO Ronnie Leten, “and that they have the same good experience of service whether they are in Kazakhstan, Peru or Zambia.” Still, it is imperative that the Group’s customers “meet one Atlas Copco,” says Atlas Copco President and CEO Ronnie Leten, “and that they have the same good experience of service whether they are in Kazakhstan, Peru or Zambia.” All over the world there has been a paradigm shift from reactive service to more proactive service, where preventive maintenance options are included in service agreements. The “service ladder” model, as described by Leemans, helps customers understand how proactive service improves their profitability:
At the bottom of the ladder you find the traditional customer that buys a machine, runs it, doesn’t look after it and calls when it breaks down. As the machine hasn’t been serviced it consumes more energy and negatively affects its own performance and production quality. High energy costs, breakdowns that result in standstills and costly repairs make reactive service by nature more costly than preventive service.
A few steps up the service ladder are the proactive customers who have a service contract that guarantees the machines are kept in good condition. At the very top are those customers who have a full-service contract, where Atlas Copco connects the machines with monitoring devices that optimize energy consumption and uptime of the complete installation. In the end though, great service comes down to having great people.
Customers choose to deal with people they trust,” says Leemans. “We inspire trust by offering professional knowledge and courtesy. Courtesy means politeness, respect, consideration and friendliness, as well as a clean and neat appearance. Building this trust is the basis for future engagements.
Around the world, the availability and competence of Atlas Copco service technicians provide peace of mind to its partners in all business areas. Achieve looked in on a few of them and some of the challenges they face every day. Written by Susanna Lindgren