1st. International service training in Germany. The service team is growing rapidly.
HUSS is counting for years now on the „sales and service“ strategy, which means that the “after-sales” service is as important as sales itself. The after-sales package from HUSS includes installation, maintenance and repair of the filter as well as the safeguard of spare parts supply. On top of this the customer should expect a short waiting time until the HUSS technician shows up for an “on-site” visit.
All that demands lead to rapidly growing service team which is able to fulfil the customer needs all over the world. For the first time HUSS service technicians have met for an international training course at Nuremberg, Germany.
Photo 1: The HUSS service technicians
All customers expect a good service –
and want to see a service tech on-site
The first outputs of the seminar were as simple as important. Regardless if we talk about a customer in Switzerland, California or Denmark in respect to service they are all the same. All of them expect from a leading company in exhaust cleaning devices a good accessibility of responsible persons in the company and then a short term visit at the customer in order to get an issue fixed.
Karl-Heinz Tuch, one of the service managers understands the customers very well: “If I were the customer I wouldn’t feel very confident while ending up in a waiting loop and then waiting endlessly until a technician shows up – if at all.”Unfortunately this isn’t an exception in this business today. Selling is one side but keeping the promises another. Very often the customers are left alone.
Free HUSS service hotline and on-site services in between a few days
HUSS offers for a lot of countries a toll-free service hotline. Customers were dispatched directly to the service centre and speak immediately to the responsible persons with technical background.
Karl-Heinz Tuch explains: “Even when we couldn’t guarantee but mainly in between a few days the service technician is with the customer. In urgent cases we often can make the impossible happen. That`s my understanding of the job and it’s the same with my colleague in the US.”
Internationality of the company needs a special kind of service technicians
„HUSS has been growing strongly in the last years. We have 3 locations in Germany, one in Switzerland, another in Finland and last not least two more in the USA. Our customers are coming rather from all over the world. In order to comply with different cultures it needs a special kind of employees. Thanks God, we have a whole bunch of them in our team”, says proudly Dr. Hans-Jörg Rembor being responsible for the technique and the service.
Photo 2: Training in software for steering device
Thomas Paulig a service tech with good experience from working in foreign countries makes it clear: “Of course it is a hard job, being away from home for weeks. On the other hand side it would be boring to work for a company with a local scope only.”
Increasing the customer’s benefit through
international experience and training
From a certain business volume it makes no sense to send employees in a foreign country. It is necessary to set up a local team. Therefore HUSS in the US has now more than 10 own service technicians. The German colleagues have given an initial start but now it’s up to the US team. Short reaction period and professional acting through international training are at the end a customer’s benefit. HUSS customers know and appreciate this.
HUSS – We care for air.
