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SEW-Eurodrive launches new Field Service Department to boost customer support
January 2017, News
SEW-Eurodrive has established a Field Service Department, headed up by newly-appointed Eben Pretorius, who has six years experience in the industry. The department will focus on customer support, as well as growing the OEM footprint in this important industry.
Responsible for the field service function throughout sub-Saharan Africa, Pretorius explains that the department can carry out a number of services on both mechanical and electronic equipment. This includes site surveys, fault finding, oil changes, inspections, commissioning, on-site repairs, technical advice and application support.
The Johannesburg department has mechanical and electronic field service technicians. In addition, SEW-Eurodrive has field service technicians at its Durban, Nelspruit, Cape Town, and Port Elizabeth branches.
An important function of the department is to improve and grow the company’s service offering. “It is important that we are able to back up our high-quality products with an equally high-quality field service offering,” comments Pretorius.
Covering a range of industries, from mining to food and beverage, Pretorius explains that all of SEW-Eurodrive’s products are supported by the Field Service Department. “Our experienced and trained multi-skilled field service team is able to support our large installed base of geared motors, as well as our growing footprint of electronics and industrial gear installations.”
Pretorius and his team will also educate customers on the value of preventative maintenance, in addition to common problems that occur. “An example is where geared units have been mounted incorrectly, resulting in incorrect oil levels and possible premature failures. Using field service to assist with commissioning of units can prevent these types of problems,” he elaborates.
In addition to the Field Service Department, SEW-Eurodrive recently appointed Paul Clark as its new Head of Repairs. Clark is highly experienced in gearbox repairs, and has already made significant improvements to the Johannesburg Repair Centre to provide better customer service. The company offers a standby service, whereby staff are available 24/7. This includes the production of new units, repair of units, and field service support for breakdowns or emergency situations.
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