MANUFACTURING machine supply specialist Bliss & Reels has taken steps to combat the industry-wide concern of slow response times to post-sales technical service and repairs.
Its strategic move into direct service, using employees rather than subcontractors, has begun in Sydney and Melbourne, with other States to follow as part of a national rollout.
"When a manufacturer invests in new machinery for its production plants, it represents a major financial commitment to expanding output," managing director Martin Kesselring said.
"But as soon as a piece of its machinery breaks down, that single item becomes the most important thing in the world as downtime is a guaranteed productivity breaker in these tight markets.
"Warranty is one thing, but by setting up our own employees across the country we are meeting a critical market demand for fast reaction to any unforeseen situations with any of the machines that we sell."
With the department headed by service engineer Spasco Gligorov, Bliss & Reels aims to cover all possible situations that require service.
"Whether its user error, a requirement for recalibration, or worn out part replacement, we can now claim our response is as instant as possible."
Market analysis by Bliss & Reels identified two major reasons making in-house service and technical support a feasible addition to the company's operations:
· Subcontractors were often said to be too slow to respond; and
· As an independent operator, an outsourced service and repair division is in effect an organisation operating remotely from the machinery supplier, hence priorities were its own domain.
"These were highly visible industry concerns, and the only way to counteract the situation with the kind of response demanded was to ensure we deal with all matters directly," Mr Kesselring said.
"Manufacturing machinery is a high-level investment - hence we should be personally responsible for its post-sale upkeep."
Bliss & Reels imports and distributes sheet metal machinery, wire processing equipment, heavy engineering, copper cable and cans, and machine tool production machinery.