Crushtec Chronicle – Aftermarket care is our first priority
Our concern over the importance of providing world-class aftermarket service has been underlined by the formation of a dedicated aftermarket division. The department, which came into being just under a year ago, is responsible for every aspect of customer care – from installation and commissioning right down to the supply of spares, even for machines that have already been in service for many years.
According to Director Customer Support, Jorge Abelho, the division is responsible for a wide variety of functions, all of which bring us closer to our customers, with regular contact and communications being a major priority.
“Our main focus is dealing with the people on site and in the case of new customers our work begins when a machine has been delivered. We are responsible for installation and commissioning, operator training, warranty claims and administration as well as ensuring that the customer is well equipped with essential wear parts at all times.”
The goal is to be proactive, which is why a team of designated aftermarket sales engineers will be responsible for calling on customers on a regular basis.
“Their job is to ensure that the customer operates a healthy machine that will maximise output and minimise operating costs per tonne. Their role includes helping to plan and forecast spares requirements and stock levels and, using their own in-depth experience, give practical advice on how to get the very best performance from the product.”
Wayne Kruger supports Jorge as Aftermarket Manager and is uniquely qualified for the role having gained many years of experience in contract crushing, operations and site management, and marketing Metso products at Barloworld prior to joining Pilot Crushtec International.
In other words, he knows exactly what it’s like to be a customer and what a customer needs and expects in what is undeniably a high-pressure business. He also believes that we are well-positioned to deliver the goods.
“This is a flexible company and, unlike many corporate structures, we have decision-makers who act fast which gives us a significantly better chance of getting things right first time.”