Terex AWP boosts aftersales support

By Maria Hadlow16 February 2010

Members of Terex AWP's aftermarket team at The 2010 Rental Show in Florida (from left) Thor Wickstro

Members of Terex AWP's aftermarket team at The 2010 Rental Show in Florida (from left) Thor Wickstrom, Siva Balakrishna and David Schille.

Terex AWP chose ARA's The Rental Show to launch: new on-line training courses, a more accessible parts service and a maintenance and repair service to augment its customers' facilities.

Siva Balakrishna, vice president of global services at Terex AWP told Access International that this was a continuation of the Genie 360 customer support programme - "a one-stop-shop aftermarket solution which brings the company closer to the customer."

The five new on-line training courses augment the existing on-line courses offered by Terex AWP.

They are designed to provide service technicians with an interactive way to learn about troubleshooting and repairing Genie booms and scissors to develop their confidence and technical ability.

All online service training will be offered free of charge to technicians of Genie dealers.

Bob Bartley, director of technical services at Terex AWP said, "We introduced our first online training courses in 2008, and based on the tremendous customer feedback we received, it encouraged us to develop even more courses to cater to our customers' busy schedules and technical needs. "Our online service training program is a great way to reach our dealers and provide essential, valuable training opportunities 24/7, anywhere there is an Internet connection."

The five new courses focus on the Genie Z-135 booms, DC booms, DC scissors, IC booms and IC scissors. Technicians who participate will need a computer with internet access and a registered account.

The technician must pass the final exam with a score of at least 80 % correct answers. A printable certificate of training is provided upon successful completion of the course.

Parts are being made more accessible to customers in the US and Canada through establishing a new parts centre at the existing Southhaven site in Mississippi. Parts will be available from the, newly named, 500000 sq ft Terex Distribution Center East by Autumn 2010

Customer research revealed that Genie customers overwhelmingly wanted parts more readily accessible in the eastern and southern parts of North America.

Suraj Shetty, director of parts distribution at Terex AWP said, "Because most Genie parts are currently manufactured and managed from North Bend, Washington, it made sense to get physically closer to the majority of our customer base.

"We looked at many opportunities in the eastern part of the United States, but realised that we could team up with another Terex business segment to use existing warehouse space that is located in an ideal part of the country to service our customers."

While North Bend will remain the main parts hub for Genie parts more than 4000 of the most frequently ordered parts will be available at the Distribution Center East.

At The Rental Show Dave Schille of Terex AWP said "The two sites allow us to cover 95% of the region by ground in two days. Freight spend can be reduced by 30 to 50 % depending on where the customer is based. It will also help us increase machines' up-time which is very important."

The customer service team will remain the same so customers will continue to deal with familiar voices when they cal to place parts orders.

The third of Terex AWP's enhancements to its aftersales service is the equipping of 16 Terex service centres and more than 200 Terex Aerial Work Platform field and service technicians to provide maintenance and repair services for all makes and models of aerial, cranes, telehandlers, utility equipment, winches, service bodies and lighting.

This service is offered to Terex AWP customers and, said Thor Wickstrom at The Rental Show, "With many companies having to make cut backs to staffing, the additional service has been very well received with immediate results."

Inspection services; maintenance contracts; warranty and service bulletin work; damage and routine repairs; and insurance estimates are also on offer.

Siva Balakrishnan said "Previously, Genie customers were asked to perform equipment maintenance and repairs themselves or by way of other dealers.

"Now, through the collaborative efforts of Genie and Terex Utilities, which make up Terex AWP, we will be able to provide dedicated locations so that our customers have a consistent place to bring their fleet outside of their own infrastructure for repairs and maintenance.

"Customers will be able to count on the reputation of our factory-trained and knowledgeable Terex AWP Team Members."

The Terex service centers are located throughout the United States, including facilities in: Seattle, Wash. - Spokane, Wash. - Sacramento, Calif. - Fontana, Calif. - Modesto, Calif. - Phoenix, Ariz.- Denver, Colo. - San Antonio, Texas - Portland, Ore.- Nashville, Tenn. - Birmingham, Ala. - North Little Rock, Ark. - Fort Worth, Texas - Richmond, Va. - Charlotte, N.C. - Waco, Texas

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