We view Customer Service from only one perspective - 'The customers'
As Emhart Glass grows and strengthens even further its position within the glass industry and the internal technological development advancement continues to proceed at an incredible speed, it is a fact that this brings many challenges. Today's existing global knowledge and experience within the customer service team is second to none and the continual growth within Emhart Glass has forced even further building of the Service group.
The Emhart Glass customer Service Team consists of more than 40 very highly skilled engineers located Globally and include, Mechanical, Electronic and Production specialists. To ensure the most effective utilization of staff with the knowledge required to support our customers, Service Engineers are deployed on a global basis. This deployment is supported by a Lotus Notes based Service Scheduler along with a Service request system which was developed to ensure that the workload is visible to all within Emhart Glass.
Todays workload is extremely varied and is broken down into the following areas:
Installation
Commissioning
Emergency support
Production assistance
On site repairs
Machine take over support
Pre-sales support
The Emhart Glass service group works with our internal project management organisation along with customer staff and contractors to ensure that all of the required work complies with a predefined scope of work and local regulations.
Installation Services can vary in scope depending on the customer's need from "supervision" of the installation process to full "turn key" project responsibility.
In the simplest form, "supervision", Emhart Glass supplies qualified Service Engineers to oversee the installation of the equipment. These engineers are aware of the required activities and supervise the work performed by the customer's staff and/or contractors.
In the most complex case, "Turn-key", Emhart Glass takes full responsibility for installing the equipment. This typically starts with a site study from which a definitive scope of work is developed and documented and all risks evaluated. Once complete this scope of work is reviewed with the customer for accuracy and then used for the preparation of a formal quotation. In most cases, Emhart Glass accepts full responsibility for all required work whether handled with internal staff and/or external contractors. Usually the project is documented and tracked using project management tools.
For this reason, an additional 4 production specialists have been employed within Emhart Glass which will provide a team of 8 highly skilled engineers with a diverse range of experience including job change, cooling, glass distribution, gob forming and more. The new 'Production Team' has been formed within the Customer Service group and a wider level of support has been achieved.
'After start up production assistance' is vital for Emhart Glass to support the requirements of our customers, and today, with the new 'Emhart Production team' this can be achieved with exceptional results.
On site repairs
On site repairs are invariably a great challenge to all involved and we know within Emhart Glass that this can be very successfully achieved with the correct information and communication being available. When we take on the challenge of an on site repair, an experienced project engineer is assigned to review and specify the required materials and resources needed. Customer service engineers assist to insure that all requirements are reached and the challenge is a success.
The Emhart Glass customer Service Team consists of more than 40 very highly skilled engineers located Globally and include, Mechanical, Electronic and Production specialists. To ensure the most effective utilization of staff with the knowledge required to support our customers, Service Engineers are deployed on a global basis. This deployment is supported by a Lotus Notes based Service Scheduler along with a Service request system which was developed to ensure that the workload is visible to all within Emhart Glass.
Todays workload is extremely varied and is broken down into the following areas:
Installation
Commissioning
Emergency support
Production assistance
On site repairs
Machine take over support
Pre-sales support
Installation
To gain the maximum return on your investment in glass making equipment, Emhart Glass works with you to ensure that your operating platform is properly prepared. We will set up the machinery and related controls and integrate additional equipment where possible (new or existing). As pre-agreed before installation.The Emhart Glass service group works with our internal project management organisation along with customer staff and contractors to ensure that all of the required work complies with a predefined scope of work and local regulations.
Installation Services can vary in scope depending on the customer's need from "supervision" of the installation process to full "turn key" project responsibility.
In the simplest form, "supervision", Emhart Glass supplies qualified Service Engineers to oversee the installation of the equipment. These engineers are aware of the required activities and supervise the work performed by the customer's staff and/or contractors.
In the most complex case, "Turn-key", Emhart Glass takes full responsibility for installing the equipment. This typically starts with a site study from which a definitive scope of work is developed and documented and all risks evaluated. Once complete this scope of work is reviewed with the customer for accuracy and then used for the preparation of a formal quotation. In most cases, Emhart Glass accepts full responsibility for all required work whether handled with internal staff and/or external contractors. Usually the project is documented and tracked using project management tools.
Commissioning
We understand that the commissioning phase of any machine installation is key to reaching the required technical and financial targets of all our customers. We aim to have all equipment ready, fully tested and commissioned to the target dates pre-agreed between ourselves and our customers. This obviously needs full cooperation between all parties including third party suppliers and contract engineers and is very achievable with highly organised planning.
Emergency Service
All of our customers globally are key to our success and the moment that emergency service is required this is critical to all involved.
In case of emergency, please contact our Service group 24/7, 365 days a year: +41 41 749 41 41
Within Emhart Glass, our aim is to:
- Return a call within 1 hour to establish problems
- Provide correct technical assistance by telephone within 4 hours
- Provide on-site technical assistance if required as soon as possible
Production assistance
The Emhart Glass vision and mission statement changed in 2006 from having a focus of 'becoming the leading IS machine manufacturer' to 'seeing a world with glass as a dominant and preferred ecological material, enabled by Emhart Glass as the leading technology provider'. It was recognised that one of the key's to achieve this is that the production support within the service group needed to be restructured to not only have a number of highly skilled production specialists assisting when required as we have had in the past but to increase the level of engineers and knowledge so that we have the possibility to understand totally in greater detail, the challenges and needs of our customers from a 'glass' perspective. This additional input provided by the 'Production team' will ultimately strengthen the product development direction and play a key role in Emhart Glass's 'customer focus'.For this reason, an additional 4 production specialists have been employed within Emhart Glass which will provide a team of 8 highly skilled engineers with a diverse range of experience including job change, cooling, glass distribution, gob forming and more. The new 'Production Team' has been formed within the Customer Service group and a wider level of support has been achieved.
'After start up production assistance' is vital for Emhart Glass to support the requirements of our customers, and today, with the new 'Emhart Production team' this can be achieved with exceptional results.