Service excellence centre stage at Bauma

Terex Trucks is focussing investments in areas that have a positive impact on customers’ ability to maximise uptime and production efficiency. As a result, aftermarket and service excellence will feature prominently at the company’s exhibition stand at this year’s Bauma Munich, including a display of Factory Approved parts. Experts will also be on hand to give advice on a range of aftermarket topics, from preventative maintenance and service agreements to uptime, fuel efficiency and productivity best practices. Visitors to the Terex Trucks stand can also learn more about dealer locations and general service solutions.

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“We understand that when a customer buys a machine the next most important concern is how to minimize costs and maximise uptime and productivity,” says Nick Rose, global director for dealer development and aftermarket at Terex Trucks. “We are using our presence at Bauma to demonstrate that we are very serious about keeping customers’ machines working – and a good aftermarket provision is essential in achieving that – throughout the machine lifecycle.”

FACTORY APPROVED PARTS: BETTER THAN GOOD

Working in such difficult terrain and over prolonged periods, it is unavoidable that things break and wear out. Demonstrating the advantages of using Terex Trucks Factory Approved parts will be the centrepiece of the company’s aftermarket exhibit at Bauma. Designed specifically by the same engineers who design the machines themselves, Factory Approved parts not only come with a warranty, but are also fit for purpose and feature optimal durability, life expectancy and performance. The false economy of using non-factory parts will be highlighted, including pitfalls such as premature part failure and reduced productivity and availability, not to mention the risk of failure damaging other ancillaries.

“Machines in the field are working hard, clocking up many hours, and while the average age of the global field population lengthens, customers need Terex Trucks parts and service support now more than ever to ensure their haulers remain productive and efficient,” continues Rose. “Factory Approved Terex Trucks parts are both high quality and cost-effective, reducing lifetime costs.”

UPTIME, QUALITY & SAFETY

Terex Trucks’ approach to deliver service excellence and customer satisfaction is to provide value added customer solutions that maximise uptime, quality and safety. Central to being able to provide this is a comprehensive global support network. Here too Terex Trucks is investing in a strengthened and expanded distribution network. Today parts are available from stock more than 90% of the time and this, coupled with additional field support staff and more rigorous training, means that uptime can only go in one direction – up.

“We have good availability in the warehouses and the right people in place to ensure our parts logistics run smoothly and efficiently, often sending parts out the same day,” said Rose.
Uptime, quality & safety
“It should never come to a machine down situation,” says Rose “but if that happens the best question a technician can ask themselves is not ‘what needs fixing?’ but rather ‘why did it break in the first place?’ We’re doing everything we can to ensure our dealers have the tools,
in-depth product knowledge and best practice to deliver the high-quality service that is required to make sure breakdowns are minimized.”

Dealer technician service training is delivered at the company’s Centre of Excellence in Scotland. Trainees have access to a practical workshop area where they can put their training into practice stripping down and rebuilding components. Terex Trucks trainers are also available on location, providing on-site training. To ensure Terex Trucks delivers the highest quality service globally, dealers are encouraged to ensure all technicians receive two weeks of training per year, supported by an online training plan.