FZ AFTERSALES. Sales & Service enquiries

Transcription

1 Reliable Progressive KirchHoff Gruppe Sales & Service enquiries FAUN Zoeller (UK) Ltd. Colemeadow Road, North Moons Moat, Redditch, Worcestershire B98 9PB Telephone: +44 (0) Facsimile: +44 (0) Website: Sales Enquiries: Account Enquiries: Parts Enquiries: Service Enquiries: FZ AFTERSALES Doncaster: Unit 23, Shaw Lane Industrial Estate, Doncaster, Yorkshire DN2 4SE Sittingbourne (Swale): Princes Street Depot, Eurolink Way, Sittingbourne, Kent ME10 3HH Wilstead (Mid Beds): Wilstead Industrial Park, Wilstead, Bedfordshire MK45 3PD Culham: Building 149, Culham No.1 Site, Station Road, Culham, Oxfordshire OX14 3DA Halifax: Unit 10, Moderna Business Park, Mytholmroyd, Halifax, Yorkshire HX7 5QQ KirchHoff Gruppe North Norfolk (Aylsham): Unit 6, Dunkirk Industrial Estate, Aylsham, Norfolk NR11 6SU Bath: Council Depot, Midland Road, Upper Bristol Road, Bath, Somerset BA1 3AT Chelveston (East North Hants): Chelveston Renewable Energy Park, Chelveston, Northamptonshire NN10 6AU Waltham Forest: Low Hall Depot, 30 South Access Road, London E10 7AS Ashford: Cobbs Wood Industrial Estate, Hanover Close, Ashford, Kent TN23 1EJ Aftersales Dedicated Repair & Maintenance

2 Page 1 - Introduction Introduction FAUN Zoeller UK Limited is a wholly owned subsidiary of the KIRCHHOFF group, a family owned international company specialising in automotive style application engineering, design and manufacture on a global basis. ECOTEC is the environmental division of the group with FAUN and Zoeller specialising in equipment for the waste industry. A significant part of the business activity, in what is considered to be a very aggressive, hard working industry, is aftersales, care and support. FAUN Zoeller UK Limited prides itself on its aftersales customer care and support with a dedicated team throughout the UK. 76% of our workforce is directly involved in the support function for our customers. Full repair and maintenance contracts, refurbishments facility, direct spare parts supply, technical training for operatives and technicians, and a fleet of 14 field support engineers.

3 Page 2 - Contents Page 3 - Contracts Contents Contracts Introduction Page 1 Contents Page 2 Contracts Page 3 Field Support Team Page 4 Spare Parts Page 5 Repair & Maintenance Contracts Page 6 Technical Training Page 7 Refurbishments Page 8 Technical Help Desk Page 9 Bath and North East Somerset Page 10 Website Page 11 Depots Page 12 UK Network Page 13 Aftersales Definition: The provision of back up by a supplier to his customer after he has purchased the product A FAUN Zoeller Repair and Maintenance Contract is the ultimate way to take a firm hold on your operating costs. As well as all your planned maintenance, it also includes all repairs due to wear and tear. You work out a contract together with your chosen home workshop. Contracts can be tailored to your operating needs and your budget. That means your contract may include just the Body & Lift, the entire chassis, or it could even be extended to include auxiliary equipment. The choice is yours. With a FAUN Zoeller Repair and Maintenance Contract, your maintenance will normally be provided by your home workshop. But while repairs will generally be carried out by that workshop, contracts typically enable repairs at other FAUN Zoeller depots when your vehicles are far from home. As well as the peace of mind provided by a our Repair and Maintenance Contract, you can also expect a better price when the time comes to trade in or sell your vehicle. All FAUN Zoeller Contracts Depots are subject to monthly KPI checks and Bi-Annual Depot Audits by our Fleet Engineering Department. The KPI s are listed below: MOT First Time Pass Rate - (Currently 98.03% across all Depots) Breakdown Response Time Clearing of Driver s Defects Adherence to Service Schedule Minimum Vehicle VOR Time Detailed Monthly KPI Results provided to clients Dedicated Account Management Health & Safety Compliance

4 Page 4 - Field Support Team Page 5 - Spare Parts Field Support Team Spare parts The mobile engineering team are strategically placed throughout the UK to support the FAUN Zoeller equipment, refuse bodies, lifting devices and road sweepers. The team are highly focussed on response times and first time fixes for our customers. The team are very well respected, talented individuals who have tremendous customer care skills and an emphasis on building great working relationships with all contacts. All of our vehicles are fully equipped with the tooling, equipment and parts to service and repair all of the FAUN Zoeller equipment either at the roadside or the local depot. Vehicle uptime is a major KPI (key performance indicator) for the senior team at FAUN Zoeller UK. It is recognised within the company that both the private and public sectors in the industry need to sweat the asset and access to spare parts is a vital factor to this service level. The decision was made to relocate the spare parts facility from the factory in Llangefni to Redditch in the latter part of 2013 which, as you can imagine, was a very complex project logistically. This move was managed with very little disruption to our customers, field service engineers and the depots throughout the UK. The location at Redditch is situated in the Midlands with easy access to the main road, air and train transport links and as such we can offer same day or next day service. We have fostered excellent relationships with national logistic companies who are able to offer the service our clients require both here in the UK and from a supply chain perspective from Group in Europe. The new and improved stock control and supply chain management within Group and FZ UK said Simon Hyde, has been of great assistance in exceeding the SLA s for our clients. Committing to strict SLA s from our customers is a challenge and one that we have to adhere to. A growing number of new clients are now putting their trust in our service capability and long may it continue. Parts 95% Pick rate 100% Original parts Same/next day delivery

5 Page 6 - Repair & Maintenance Contracts Page 7 - Technical Training Repair & Maintenance Contracts Technical training Vehicle uptime and maximising the use of any asset is key in the environment sector. The provision of full repair and maintenance support is an activity that the company has been improving since A full bumper to bumper service provision can be provided giving users a complete piece of mind and allowing capacity to be spent on operational issues. A fully dedicated management and operational team, the division is highly focussed on key performance indicators and the adherence and exceeding of customers service level agreements. Full management information is provided to the client thus allowing decision making to be swift and accurate for all of the fleet over the full duration of the contract, which can be any duration of between three and ten years. Modernisation of facilities and full TUPE can be managed and co-ordinated by the company which again gives piece of mind to any client. The skill set and full intensive training matrix that is applied allows us to not only work on our own equipment but also other manufacturers types of equipment and configurations and this not only applies to refuse collection vehicles. Intensive training and staff development has allowed the company to deliver an extremely diverse but high level of service. 11 depots nationwide Qualified staff at all locations. Peace of mind guaranteed We believe in our products and want you to get the best performance out of them. Our primary aim is to help you keep your vehicle on the road in its optimum condition. Commitment to provide quality training has become a fundamental part of our business which is why we have invested resources into a technical training centre at our facility in Redditch where we will host FAUN Zoeller s training programme. All training instructors possess a wealth of knowledge and practical skills obtained through working with generations of FAUN, Zoeller equipment. Their aim is to provide your technicians with skills, knowledge and confidence to perform service, repair, diagnostic and maintenance work on your equipment. This investment in your workforce will increase their skills whilst reducing down time and costs by undertaking repair and maintenance work in house. Specialist or non-scheduled courses can be tailored to suit your individual needs, these can be held at Redditch or at a venue of your choice. Training courses Courses held at Redditch or your preferred location

6 Page 8 - Refurbishments Page 9 - Technical Help Desk Refurbishments After Technical Help Desk As part of the on-going improvement in our service provision, we have set up a repair and refurbishment programme which has now been operating for the last twelve months, with great success. With the ever increasing demand on customers to increase the lifetime of equipment and the limitations with capital expenditure, the option of refurbishing current equipment is, and can be, of great benefit. For this reason, we now have a dedicated team at Llangefni, Doncaster and Redditch, with excellent facilities that can make a six year old truck look brand new! Additional resource has been made available for the support team in each location to ensure that excellence in customer service is provided for the refurbishment activity. With a growing number of customers FAUN Zoeller may have to consider further expansion at the depots. Before Support FAUN Zoellers support services are designed to exceed the needs, expectations, and requirements of our customers. We do this by maintaining our commitment to providing a timely resolution of customer issues, complaints, or problems. The goals of our support services are to minimize customer downtime, address issues rapidly, accelerate company-wide adoption, maximize solution benefits, and improve the overall user experience. FAUN Zoellers help desk support are part of a comprehensive customer support plan. Technical Help Desk Our technical help desk is designed to provide customers with the timely resolution of the issues that they require. Help desk staff are dedicated to providing dependable service and timely problem resolution. They are also committed to communicating and collaborating with our customers. Easy Access: Customers can easily and quickly access the support team when they have a problem that needs to be addressed. Fast Response Time: Help desk service personnel are empowered to respond quickly to customer issues, get the right people working on the problem, and to communicate with the customer. Quick Resolution: Many of the calls or s to our customer support centre are resolved within an hour of the report of the issue. We are committed to resolving customer issues rapidly. Timely Follow-up: Once an issue is addressed or a problem resolved, our support personnel or account manager will contact our customer to notify the customer of the status and how it was resolved. Ongoing Communication: After a problem has been taken care of, our team follow up with the customer to check to make sure that the resolution has addressed the issue that the customer has reported.

7 Page 10 - Bath and North East Somerset Page 11 - Website Bath and North East Somerset Website A challenge was presented to us in 2011 when we moved out of the old Albert Road depot in Bristol. The vehicles for the Bath and North East Somerset Council (BANES) were under a repair and maintenance contract based at that depot, however, the excellent relationship enjoyed by BANES and FZ UK allowed us to move, in July 2011, to a new base within their depot at Midland Road, Bath. Chris Pollinger, Workshop Foreman, relocated to the new depot and has created a solid, reliable and dependable team including Keith Mockridge, Martin Lovell and Sarah Bates. The original contract was based on the R & M of 35 refuse trucks and 2 road sweepers, the service and support that Chris and his team have supplied to BANES has been exceptional with a 97.5% first time pass rate for MOTs. In fact so impressed were the council that we have now agreed a new 7 year contract with additional trucks and 10 more road sweepers! Simon Hyde recently paid a visit to the Bath depot to meet and congratulate all involved for their hard work and commitment, joining him on a sunny day in Somerset were the management team from BANES and the support staff from FZ UK. For further information on FAUN Zoeller UK Limited Aftersales, check out our new and improved website. The new modern design is informative, easy to navigate and is constantly updated. The Aftersales section of the website contains in-depth detail on the following: Support Technical Help Desk Parts Field Support Services Refurbishments Technical Training Repair & Maintenance Contracts Visit

8 Page 12 - Depots Page 13 - UK Network Depot Locations Field Service Engineers Redditch HQ Depots All FAUN Zoeller Contracts Depots are subject to monthly KPI checks and Bi-Annual Depot Audits by our Fleet Engineering Department. The KPI s are listed below: MOT First Time Pass Rate - (Currently 98.03% across all Depots) Breakdown Response Time Clearing of Driver s Defects Adherence to Service Schedule Minimum Vehicle VOR Time Detailed Monthly KPI Results provided to clients Health & Safety Compliance MOT pass rates Wherever you are, there is a depot nearby - MOT pass rates of over 98% SUPPORT network locations Address details overleaf. FAUN Zoeller UK - facts & figures 16 FSE s 11 depots Over 650 RCV s maintained by us in the UK