Winterhalter has announced a restructure of its service department in order to improve its installation procedures. The restructure will mean more engineers on the road and that the process from order to install will be faster and more efficient – with the aim of a 100% ‘first time right’ rate.
Kieran Lynch, managing director of Winterhalter’s service division, said: “We have to hold our hands up and admit that the increase in sales over recent years had put a lot of strain on our installation team. Our customer support has to be as good as the machines we are installing – but to be best in class, we realised we needed to make major changes and investments in the service team.”
The investment means that Winterhalter will have more than 90 engineers on the road who are qualified to install the company’s machines and will see the install teams divided into regions, with a new customer support team, using advanced logistics software, ensuring the most efficient and fast installation service with a target to install within two days of the order, or less.
“We have initiated a major training programme and we’ll be expanding the fleet of vans, to ensure our engineers have everything they need to install the customer’s warewasher, without a hitch,” added Lynch.
For dealers who prefer to carry out the install themselves, Winterhalter will be offering a support package, including advanced training, to help them deliver the best service to their customers.