From simple Maintenance to on-site Placement of Service Personnel

Maintenance & Service

From simple Maintenance to on-site Placement of Service Personnel

Machine malfunctions and breakdowns can cause long downtimes, especially in intralogistics, causing production and delivery to come to a complete halt. High-quality systems can help prevent such costly consequences beforehand, but they still require maintenance and service. This is where the customer support experts come in.
(ed. WoMaMarcel - 17/7/2014)
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More than Just Service

For the Beumer Group, Customer Support is more than just service. Customer Support is a separate department on its own, independent of conveying and loading technology, palletising and packaging technology and sortation and distribution systems. “It's basically a company within the company”, explains Thimm. “We have our own Sales department, which allows us to implement projects independently.” The goal is to support the customer for even better results. The head of Customer Support identifies a pronounced trend: There are still customers who invest in their own skilled maintenance personnel, but more and more companies want to delegate this responsibility. Beumer offers the customers an all-inclusive service - everything from one source. Beumer Group employees take on the responsibility for operating times, performance and economic efficiency of the systems and are trained regularly to stay up-to-date with the latest technology so the customer can concentrate on their core business. “Overtime, the number of technicians assigned to Dangote will increase to ensure machine availability as the increasing requirements will require a tremendous amount of time and work, impossible for one technician alone to accomplish”, explains Thimm.

If the customer wishes to use their own maintenance personnel, Customer Support specialists can provide training to bring machine operator up-to-date and introduce new employees to the systems. This method ensures maximum operating time for the systems. Training is required for the initial installation, as well as a follow-up several months after the system has been running. At this time, the customer has the opportunity to ask questions related to their specific needs. “The training programmes are tailor-made for the customer and their systems”, Thimm points out. In the event there is still a system downtime that the customer is unable to correct on his own, qualified Customer Support technicians offer around-the-clock support every day of the year worldwide, reducing downtime to a minimum. Our technicians can perform remote analyses, indicate corrective measures and offer quick and reliable solutions to correct the malfunctions, so the systems can be put quickly back in service. Additionally, we will also find the cause for the malfunction to prevent it from happening again.

Projects World-wide

Beumer Group implements projects world-wide. For example, Beumer is the main contractor for the new distribution centre of a large iron ore exporter off the shore of Malaysia which consists of 17 troughed belt conveyors and a total length of twelve kilometres. The conveyors will ensure swift transport of iron ore from super-size freighters to the mainland. Beumer will deliver and install the conveyors, put them into operation and take full charge of engineering, all according to a strict timetable. At the port of Callao in Peru, Beumer will be installing pipe conveyors with a length of around three kilometres for transporting copper, lead and zinc concentrates by the year 2014. In Canada, Beumer is currently installing a conveyor with a length of 3.48 km for a large mining concern. This will convey iron ore at up to 6000 t/h. This large conveying system must withstand extreme temperatures of -40°C and heavy snowfalls. Beumer has designed all mechanical and structural elements to withstand extremely low temperatures. This system is equipped with a feeding belt conveyor and a discharge belt with shuttle-type discharger. With the takeover of Enexco Teknologies India Limited in 2011, Beumer Group has expanded its business activities in India as well. This increased the company's market presence in the cement industry in one of the most important growth markets world-wide.

Speaking the Same Language

Beumer sets high standards for their customer support employees. When systems are installed and used in other countries, the compay believes that the customer should have access to a Customer Support technician that originates from the same cultural background and speaks the same language.“For this reason we cannot just send any colleague from Beckum to Africa or Southeast Asia”, says Thimm. Successful customer support requires successful communication. How is the customer positioned? What are their goals and how do they want to develop in the future? These questions require tactfulness and cultural know-how. Beumer is a global company and capable of meeting this challenge. “We are in permanent contact with the company”, explains Thimm. Beumer is not just dropping by for one or two days to do the basic maintenance work. The goal is long-term support.

“As all of the systems used by the customer need to be complementary, we also take into account the technical improvements of parts produced by third-party manufacturers”, says Thimm. Therefore, the technicians suggest adaptations to the mechanics and controlling systems of products that interact with Beumer machinery. “Of course, we know our competitors and their differences”, he explains. For products that are not part of the Beumer portfolio, Customer Support assumes the function of a general maintenance department: “In case of malfunctions, we correct them and carry out the maintenance work as indicated by the third-party supplier”, explains Thimm. In Nigeria, there are many Chinese suppliers in the market. Dangote uses many Asian systems besides the Beumer systems. “That is why we have a service technician on site who has also a lot of experience with the Chinese market and its products”, says Thimm.

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