"We will keep you informed"
The Service Department is one of the largest departments within Moba, with 170 employees worldwide. Our new Global Service Manager, Mr. Simon Broersen, is responsible for this department. Together with the Service Team, he is committed to providing our customers with top-quality support. "We are proud of our strong worldwide Service Department, and that we can be there for our customers around the clock. However, we want to do more than that, and move from reactive to proactive support."
It has been a busy few months for Simon Broersen, Moba's Global Service Manager who started at the company in October 2022. "The past four months were all about gathering information, getting to know the organization and the people, and gaining impressions. I have visited some of Moba's subsidiaries and there are more visits scheduled in the upcoming months so that I can meet all of Moba's Service departments around the world," Simon explains. "Every subsidiary has its own market, customer base, and challenges. However, whether you are a farmer in Spain or the owner of a packing station in Japan, all our customers deserve the same high-quality service. They expect the same delivery time of spare parts, response time, and knowledge of our engineers. It is therefore paramount that all our subsidiaries have the tools, expertise, and know-how to provide the best service."
Simon knows all the aspects that come with providing service. After graduating in Mechanical Engineering at the Delft University of Technology, Simon gained his first working experience as an Engineering Manager at Verheijen B.V. Then the opportunity came to work at SKF, a company that manufactures rolling bearings among other things. In his fourteen years at SKF, Simon held various positions, from R&D to Business Manager. His last working experience before Moba was as Global Portfolio Manager of Customer Care & Support at ABB, a technology leader in electrification and automation. "What really excited me about working at Moba is that as Global Service Manager I am involved with the complete service process, from beginning to end. I have never worked with machines that need to process something so fragile as an egg. The gentle way our machines handle all those eggs is fascinating. I am glad to be working at Moba, to be there for our customers together with the worldwide Service Team, and to find new ways to take our Service Department to the next level."
However, we want to be more proactive. Not waiting on a phone call from the customer but anticipating issues before they occur and sharing these with our customers, which saves them time and effort.
Moba's worldwide Service Team is responsible for the whole life cycle of the machine, from installation to maintenance. Our HelpDesk, which is on call around the clock, can give support over the phone or even remotely when they receive a request for a quick fix. When an engineer is needed on-site, our Field Support team is on hand to support the customer with their experience and technical knowledge. "This is all about reacting when there is a problem and acting quickly with a solution. Our customers can always count on Moba's Service engineers, they are on call 24/7 and available in different regions and time zones around the globe. However, we want to be more proactive. Not waiting on a phone call from the customer but anticipating issues before they occur and sharing these with our customers, which saves them time and effort. Or even better, preventing problems from occurring at all and guaranteeing our customers a worry-free operation. In the past, Moba's focus has mostly been on reactive support. We want to change that approach and be more proactive."
"How? By deeply understanding our customer's journey, their best next steps, and their struggles," Simon explains. "Moba has 75 years of experience in packing stations around the globe, and by using that knowledge and the input from our customers, we can identify and resolve customer issues before they become problems." According to Simon, preventative maintenance can make all the difference in that process. "With preventive maintenance, your machine stays in top condition and has maximum machine uptime. And it allows us to really get to know your equipment better: how is it running, what stands out and are there any aspects that we need to keep a close eye on? Having the equipment checked regularly by specialists considerably lowers the chance of malfunctions, and the products you supply will be of a higher quality."
For example, iMoba shows the uptime of the machine and the number of stops. Ultimately this information indicates when the equipment needs servicing. As a result, we can contact the customer to inform them and schedule maintenance in time to prevent machine issues or downtime as much as possible.
Moba can even take proactive support one step further with iMoba, an app that automatically collects all the data of your egg grader and puts them in insightful graphics. "By analyzing the information that the iMoba app collects from the customer's machine, we can gain important input about the performance of the machine and then we can proactively contact the customer to inform them and share our insights. For example, iMoba shows the uptime of the machine and the number of stops. Ultimately this information indicates when the equipment needs servicing. As a result, we can contact the customer to inform them and schedule maintenance in time to prevent machine issues or downtime as much as possible."
"This change in philosophy, to be more proactive, does not mean that we are no longer available for our customers around the clock. Of course, they can always contact the HelpDesk and count on the Moba Service Team in their time of need. However, with this new way of providing support, they don't need to call that often anymore as we will contact them to identify and resolve customer issues before they become problems."