“Irrespective of how good the quality of a product, its reliability is to a large extent determined by the quality of the service that supports it,” says Wacker Neuson Service Manager, Jack McKechnie. “A number of important criteria are fundamental to quality service; technicians must be skilled and well-trained, they must use the right tools and moreover, they must perform the service or repair as quickly and as efficiently as possible to keep customer downtime to the absolute minimum.”
Wacker Neuson understands that maximum uptime through equipment availability drives productivity and boosts the bottom line therefore down time is simply not an option for customers and end users. “So when a machine or equipment comes into our workshop or a customer has an emergency, we pull out all the stops to get that product back and working as soon as possible,” continues McKechnie.
Wacker Neuson’s service team of qualified and highly trained technicians regularly attend local and well as international training seminars to ensure that they keep up with the latest technology. As a global giant in light and compact construction equipment and machinery, Wacker Neuson conducts ongoing R&D to be able to continue updating technology and state-of-the-art design. The company strives to provide equipment that delivers ever higher performance while operating at optimum efficiencies to assist customers in pushing operational costs down.
The qualified Wacker Neuson service team takes care of service and repairs in the company’s fully equipped workshop based at the Johannesburg’s West Rand headquarters. McKechnie says that for the most part customers bring their machines to the workshop but Wacker Neuson also collects and delivers if required. “Our technicians also attend to urgent breakdowns on site,” adds McKechnie.
In a move to further improve all-round customer service, Wacker Neuson is in the process of expanding its West Rand premises. Once construction of the new building on the property adjacent to head office has been completed in Q3 2016, the company can look forward to a lot more space. “In addition to a larger workshop, the new premises will also enable us to increase our stock holding of parts and spares for even faster turnaround times,” concludes McKechnie.
Compliments from satisfied customers bear testament to Wacker Neuson’s unsurpassed service ethic. When it comes to after-sales service, Leon van Vuuren, owner of Floor Maintenance Equipment Services says that Wacker Neuson comes up trumps. “The company’s sales team and Regional President for Sub-Saharan Africa, Eugene Brown, have to be complimented for their helpful and hands-on approach. I will always highly recommend Wacker Neuson to anyone. When there is a problem, Wacker Neuson sorts it out, and with their national footprint, my life is made much easier.” Wacker Neuson’s provision of excellent after-sale service with a quick response time is also confirmed by Catmech Plant & Services owner, Sean van Heerden.