By increasing the number of service experts considerably, availability and quality of field service will be optimized.
1,000 new high-tech machines per month
Improving the availability of its service is a top priority for DMG MORI. Achieving this represents a great challenge in these times of dynamic growth. After all, there are more than 300,000 DMG MORI machines hard at work permanently around the globe – many of these for over 10 years. And this installed base is increasing month by month by around 1,000 new high-tech machines.
Additional capacity for more quality and faster reaction times
DMG MORI has successively increased the number of its service experts in-house and in the field. More than 3,500 service employees now work at DMG MORI. Already by the end of the second quarter of 2018, around 200 additional service technicians will provide their support to the team. At the same time DMG MORI has enormously expanded internal training and advanced training activities in order to even better meet the high demands of the product range and of technology.
Spindle service at a world class level
“The spindle is the heart of the machine”, knows Dr. Eschweiler and is convinced that DMG MORI will continue to offer service here at a world class level. He is therefore proud to point out service stocks of more than 1,000 spindles. At least 96% of all spindles are therefore available almost overnight and on their way to customers in the shortest possible time.
And what about the remaining 4%? Dr. Eschweiler is quick to answer: “If a requested spindle is not in our warehouse, we repair a motor spindle within 6 work days. In the rare case where this is not possible, the repair itself is free of charge for our customers. The customer merely has to pay the costs for the disassembly and reassembly.
Together with the Customer First 2.0 initiative with low service costs – thanks to a best-price guarantee on spare parts – and the new flat call-out rates, the full-service contracts and especially the further development in the area of digitalisation, Dr. Eschweiler considers service at DMG MORI to be well on its way to fulfilling their own and, above all, the customers’ high expectations without any exceptions.