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The focus here has to be on the customer and his requirements. Only in this way is it possible to generate the correct added value for the customer.
“By launching the department of industrial services, we want to deal with the topic of service with more verve and significantly enhance the range for our customers”, explains Mathias Graf, manager of the new department. He is bringing eleven years of experience in customer service and a good feel for marketing to the task.
“The focus here has to be on the customer and his requirements. Only in this way is it possible to generate the correct added value for the customer”, says Mathias Graf about his approach. “We have to consistently adapt ourselves to the challenges of our customers. Classic tasks such as on-site service and spare parts provision are just the basis.”
Our customers shall receive the same service standard at the highest level globally.
Added value across the complete life cycle
All of the service offers have one thing in common: Ultimately, they should all guarantee the availability of machine tools and automation systems and increase productivity. “Consequently, we will put together a package for our customers in future that is tailored to their needs”, says Mathias Graf. The service package will take account of the entire life cycle of the plant: from planning to commissioning and production to end-of-life or even second life cycle through remanufacturing measures.
In the first step, Liebherr is harmonising the standard service portfolio globally, for example maintenance and inspection, training and also support and the hotline. “Our customers shall receive the same service standard at the highest level globally.” Liebherr is also expanding its portfolio in the area of advanced services. The focus here will be on technical advice, service level agreements, optimisation of processes and digital services.
Digital services with Liebherr quality
Industry 4.0 also plays an important role at Liebherr. Status monitoring, preventive maintenance, enhanced reality or also the digital marketplace are just a few of the topics from the digital world on which the company is working.
“We have taken on a great deal”, says Mathias Graf in summarising the plans for the new units. “Our vision is to put much greater emphasis on the service character of our company. We want to be more than “just” a machine builder with the usual range of services. We also want to continue being a reliable, global partner for our customers, support them proactively in all matters and set new benchmarks with Liebherr quality.”