KARL MAYER's service strategy for the Chinese market

30 Mar '09

6 min read

Roughly 70 service technicians are employed to do the actual work in the clients' factories. The regional experts are the direct point of contact for the customers. They visit the areas for which they are responsible, check the machines, provide a preventive service, help to solve small problems, and give advice if further help is required.

These active technical support experts thus give advice on obtaining spares, help to put the service technicians in place, and also work closely with the KARL MAYER Academy in China to close up any gaps in knowledge. With their strong emphasis on practice, the courses offered by the company's own training centre play an important role in helping its customers to operate and handle the machines with all their exceptional performance features.

The service personnel on site are in close contact with the sales managers, so that they not only provide technical support, they can also ensure that the needs of the market are met by supplying the right type of machines.

As well as carrying out the more extensive repair and maintenance work, the service technicians also install new machines. To ensure that they can meet these responsibilities, their knowledge must always be completely up-to-date. The service technicians as well as the regional experts thus have to take part in regular training sessions.

Spare parts service
As well as managing the service operations, KARL MAYER Technical Service Ltd is also responsible for providing all the spare parts for KARL MAYER's machines in China, from storage to dispatch. These two activities are mutually beneficial and ensure that spare parts can be supplied very quickly. An efficient warehousing system also guarantees rapid delivery times – the average is just one to two days for important parts – and the use of a K3 module enables all the orders to be processed quickly.

The appropriate quality checks also guarantee that only parts that are perfect leave the warehouse. A testing laboratory, equipped with the latest equipment for testing the electrical components in particular, is available for carefully checking the operational reliability and condition of the machine components. A detailed initial inspection and close cooperation with regional colleagues who are responsible for the repair work, speed up the replacement of components.

First-rate service With its regionally organised, highly specialised service network, the KARL MAYER Group offers the type of technical support in China that gives the company a real competitive edge on hotly contested markets in times of crisis. This renowned company provides support to its clients quickly and professionally, and ensures that all the performance potential of its machines can be fully exploited at all times. This level of technical support, which is up to European standards, is achieved by having modern equipment available and by the highly motivated, highly qualified specialist teams.

The service technicians and regional experts undergo regular training in the KARL MAYER Academy and take part in workshops to provide them with job training. Every employee also takes part in an individual training programme to optimise his competence and skills. And last but not least, a black and grey company uniform creates a feeling of identity and an image that represents a level of cooperation that customers can depend on. 'We care about your future' is not just an empty advertising slogan but an every-day reality for us.

KARL MAYER Textilmaschinenfabrik GmbH

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