With 75 years of experience in the egg industry, we have gained a lot of knowledge about what our customers need. That's why we don't just focus on offering and servicing our high-tech equipment — we also offer a Customer Care program so that our customers can improve the overall performance of their business. For Moba Deutschland's Service Department, it's all about going the extra mile and building strong customer relationships. In this edition of Moba News, the Service Manager of our German subsidiary, Mr. Hergen Schiplage explains how his team supports its customers, and the added value of service agreements.
Through the years, Moba Deutschland has built a strong Service department that consists of sixteen employees: thirteen service technicians, one permanent employee for the HelpDesk, one employee for the spare parts and Hergen as Service Manager. When the service technicians are not scheduled for a customer visit, they support the HelpDesk. This team of skilled and experienced engineers operates throughout the region and is always able to handle immediate issues at any location. And like all other subsidiaries, Moba Deutschland offers our Customer Care program, including extended warranty, productivity assessments and service agreements.
For farmpackers, one visit per year is usually planned. For large graders, up to four visits per year are scheduled to ensure that the equipment stays in top condition.
To serve our customers even better, our Customer Care program offers regular preventive maintenance (a service agreement) to avoid the possibility of problems occurring with the equipment. When requested, a Moba engineer will visit the customer's plant and maintain the equipment. These specialized technicians will support the equipment, systems, applications and processes to increase system availability and productivity.
At Moba Deutschland, a service technician is assigned to emergency service calls every week. During that week, this engineer is also responsible for incoming questions at the weekend and, when necessary, visiting the customer's plant. "We currently have over 130 service agreements with our customers," Hergen explains. "These are spread across all systems, from farmpackers to large graders. For farmpackers, one visit per year is usually planned. For large graders, up to four visits per year are scheduled to ensure that the equipment stays in top condition."
Another big advantage of these service agreements is that customer contact is regular, and we know the equipment well, so we may be able to solve many problems with the customer without going on-site.
Getting your equipment checked regularly by a Moba expert has many benefits, according to Hergen: "Your operation will be even more reliable. The chance of malfunctions is considerably lower and the products you supply will be of a higher quality. Complete standstills over a longer period will no longer exist!" Another benefit is that with this kind of recurring service, our customers don't need to worry about planning. "This has a positive outcome on costs as these visits are planned and customers can be grouped together, which means that the costs for traveling to and from the site can be reduced."
"Another big advantage of these service agreements is that customer contact is regular, and we know the equipment well, so we may be able to solve many problems with the customer without going on-site. Over the years, this has enabled us to build up a strong relationship with our customers in Switzerland, Austria and Germany."
The great strength of our team is, of course, the wide-ranging expertise of our technicians — our most experienced technicians have been working with Moba equipment for over 30 years!
Hergen is very proud of his team and the support they offer their customers. "The great strength of our team is, of course, the wide-ranging expertise of our technicians — our most experienced technicians have been working with Moba equipment for over 30 years! We are therefore able to service the complete Moba product range — from the oldest to the latest equipment." Providing service does not come without challenges, but Hergen knows his team is ready to face anything: "Even during the Covid-19 pandemic, we were always able to maintain our service levels and provide our customers with full service through targeted measures throughout this time.
"As we are purely a service location without our own production, it is always exciting and challenging to achieve the best possible planning and the shortest possible response time for customer inquiries. For this, I have to give special thanks to our entire team, who have done an excellent job over the past few years. And that includes Moba Deutschland's partners in Switzerland and Austria, with whom we work very closely."