Proactive rather than reactive: the right service package for every case
When founding the Industrial Services for Gear Technology and Automation Systems department in 2018, Liebherr already began rolling out the topic of services again from a user perspective. By now, customers can choose the service that fits their individual requirements from a total of five different service packages.
Maximilian Hofmann is Liebherr’s Global Industrial Services Manager. His mission is to ensure the seamless operation of machines and plants at the customer’s premises. In order to optimize their availability and productivity, his department offers the appropriate service – right from the start. “We offer our customers preemptive measures and individual consultation. This helps them to use our machines optimally and to avoid downtimes. This ultimately saves costs and ensures competitiveness,” says Maximilian Hofmann, explaining the concept.
The department sees itself as a universal interface between customer requirements and what Liebherr can offer. Each user has his own maintenance strategies for his equipment and machines, which result in different requirements for manufacturer support. Liebherr’s service packages are tailored precisely to this.
Our customers receive all these services worldwide, through the same system and in the same quality.
Service over the entire life cycle
Whether a replacement of wear parts is planned or fast and uncomplicated help for an acute malfunction is needed, whether the time or cost factor is most important – Liebherr gives its customers specific support with individual service offers over the entire life cycle of a machine or plant. In addition, training offered on the topics of operation, maintenance and planning increases the user’s competence in specific ways.
The offer comprises five service packages which Liebherr has tailored to its customers’ requirements (also see the graphic below). The focus is on productivity and user satisfaction at all times and in all places, says Maximilian Hofmann: “Our customers receive all these services worldwide, through the same system and in the same quality”.
