The Terex Aerial Work Platforms (AWP) Technical Services team hosted last December its first two-day Technical Customer Summit, aptly named "At Your Service" in Rotterdam and Roosendaal, the Netherlands.
" ‘At Your Service’ was the motto of our summit," said Vincent Vaché, Terex AWP Technical Services Manager for the Europe, Middle East, Africa and Russia (EMEAR) region, "We wanted to show the best practices that our Technical Services Team in EMEAR puts in place in order to provide the best possible support to our customers."
"We aimed to offer an educational event to our dealer and rental companies’ Technical Services and Parts Managers, focusing on our day-to-day commitment to safety, as well as the processes we follow to provide smooth and effective operations within our Technical Services department," said Sebastian Umbreit, Terex AWP, Senior Director of Operations and Aftermarket.
"The feedback from our dealers and rental companies has always been vital to the success of our organization. That’s why we wanted to share with them our aftermarket processes and capabilities in an interactive way that would welcome feedback for continuous improvement," said Umbreit.
The event welcomed Technical Services and Parts Managers from Genie® equipment dealers and rental companies throughout EMEAR. The two-day agenda began with a dedicated conference featuring various subjects such as product safety, quality standards, Genie service solutions, technical support & EU legislation, held at the SS Rotterdam hotel.
Day two provided a visit to the European Distribution Centre in Roosendaal, the Genie centralized parts and equipment support centre for the whole region of EMEAR. Here customers became familiar with the impressive Genie premises and gained insight ¬¬¬¬on lean principles behind inventory warehousing and shipment, as well as the innovative techniques applied to machines Pre-Delivery Inspection and equipment painting. Quality product training was carried out on recently launched Genie® machines and Genie Product Training programs were introduced. Day two also allowed for some free time for informal interaction between dealers and rental companies and their Genie Technical Services and Parts counterparts.
100 customers from 30 different countries coming from Finland to Qatar, from Saudi Arabia to Romania, braved the icy temperatures to attend the event.
Customers were extremely satisfied with the event overall. "We’ve had excellent feedback from our customers about both the educational content and the organization of the event," said Vaché. "We are pursuing a goal: to keep on sharing our expertise with our customers by getting together on a regular basis to build up an integrated Genie Technical Services family."
Pavel Foltyn, Technical Services Manager at Statech, Czech Republic: "The event was well organized and all the six workshops in the EDC were useful and inspirational. On behalf of the Statech team a big thank you!"
Jack Wondergem, Service Coordinator at HDW, the Netherlands: "The Technical Customer Summit was well organized and the members of the Genie team were beaming with enthusiasm!"
Graham Jennings, project adviser to BlueSky Solutions, part of the Lavendon Group : "Thanks for organizing an excellent technical summit last week. I found it very interesting and useful."
Paulino Castillo, Spare Parts Purchase Manager at Talleres Velilla, Spain : « Thank you for a truly unforgettable experience. »
Image: SS Rotterdam, the largest passenger ship ever built in the Netherlands, has recently been restored and turned into a hotel and conference centre.