Product category:
People in Manufacturing
News Release from: Colchester-Harrison
Edited by the Manufacturingtalk Editorial
Team on 13 December 2005
Turning centre support operations
enhanced
Bringing several years' experience of running European-wide service support for Eastern companies, Jim Howell has been recruited by Colchester Lathe to head up its customer support operations.
Bringing several years' experience of running European-wide service support for Eastern manufacturing companies and field service in the UK involving up to 80 field engineers and 35 workshop engineers, Jim Howell has been recruited by Colchester Lathe to head up its customer support operations from the Heckmondwike machine tool build plant in West Yorkshire Key to Howell's new role is the setting up and co-ordination of an integrated support structure drawn from divisions around the business where he can call upon back-up services from the Colchester Lathe engineering team
This article was originally published on Manufacturingtalk on 24 Dec 2001 at 8.00am (UK)
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He also has direct access to service support for third party products used in the build of the Colchester Tornado, Combi, MultiTurn and manual lathe range and will co-ordinate any applications and special engineering that has become an important key role to the company.
His task is aided by call manager service software which provides accurate management reporting, a key element in the continuous improvement loop now being applied at Heckmondwike and helps control the 'next day' customer support programme.
Indeed, in the short time Howell has been heading up the service operation, the team has achieved a track record of better than 85% next day support.
Currently there is a co-ordinator and two electrical and one mechanical engineer, providing direct telephone support and 10 engineers in the field.
Through the company's continuous training programme these are all diaried for 'back to factory' training where they work alongside engineers from the global network of Colchester Lathe distributors that return to Heckmondwike for product update.
At any time, Howell has call on machine spares worth over GBP 2 million.
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