As part of its drive to help industrial customers increase productivity, Siemens has created a customer service division with a portfolio that includes product-related services and innovative service offerings to enable the operation of industrial plants with the highest levels of efficiency and environmental compatibility. “We support our customers over the entire product lifecycle with retrofit and repair services, technical support, online care, spare part management and commissioning services,” says divisional head, Mark van Antwerp.
Siemens establishes customer services division
Designed for manufacturers, operators and maintenance service providers, integration with a global network of experts creates a service package that fits the customer needs exactly and, if desired, can include all service management. Clear lines of responsibility ensure lower maintenance costs and greater transparency regarding costs and services delivered.
“We are showing our leadership through focus on higher value offerings in the service market,” explains van Antwerp. “We have a clear mandate to increase customer satisfaction and I have structured my organisation to focus on this with the setup of the Service Delivery business unit that includes the customer contact centre, technical hotline, training, service logistics and a clear focus on turnaround times and quality of repairs.
“Value for customers includes enhanced availability, reduced life-cycle costs, enhanced utilisation of assets and better forecasts for production planning.”
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