"We will keep you informed"
At Moba, we are committed to offering high-end field and remote support around the clock, and we are responsible for certified spare parts availability. With fourteen subsidiaries around the globe, we can achieve this goal as we are located close to our customers, speak their language, and understand their needs. In 2021, Moba Italia was founded. In this edition of Moba News, Mr. Lazar Genov (better known as Leo), our technician at this subsidiary, shares more details about Moba Italia's Service Department.
In 2016, Pelbo, a leading and innovative equipment manufacturer for the egg breaking and processing market with an excellent reputation, became part of the Moba Group. In the past, Moba also worked with its agent Servizi Moba Italia in this region but to serve our customers for both processing and grading even better, it was decided in 2021 to completely merge our Italian activities, forming a new subsidiary called Moba Italia. Like any other subsidiary, Moba Italia has its own Service Department — a team of ten dedicated engineers handles HelpDesk support around the clock. They also visit the customer to perform installations on-site and handle service visits when requested. Two employees work hard to coordinate the agendas of the engineers with customer service requests, as well as the preventive maintenance visits that Moba offers as part of its service agreements. These maintenance visits are focused on avoiding potential problems that can occur with the equipment and ensuring your system stays in top condition. Also, two employees manage Moba Italia's spare parts department, from the initial order to the final shipment. This Service Team supports more than 800 customers.
So far, it has been a blast to have the opportunity to meet so many different customers across all of Italy.
One of the engineers at Moba Italia is Mr. Leo. Back in 2014, he started working for the former Moba agent Pelbo as a technician and customer support. "What I really like about my job is that working with the equipment daily has allowed me to gain a lot of knowledge on a mechanical and robotic level. So far, it has been a blast to have the opportunity to meet so many different customers across all of Italy. We are there for them in their time of need, and I am grateful that I can support them, witness customer satisfaction after solving a problem or see their eyes light up when their equipment runs for the very first time. I will never forget my first customer visit to Fratelli Piva. The company needed help with the Omnia XF 125 after some issues with the PKL. Once the problem was solved, the customer was so happy. That is the most rewarding part of the job."
"Our customers want a partner to rely on 24/7, and we at Moba Italia do our very best to be there for every one of them. The relationship with our customers is based on mutual trust. They know that, in times of need, they can count on us for any problem and that we are available around the clock for remote or field support. I believe that the key to our success is working as a solid team, which makes it possible for us to solve any problem by sharing our knowledge and helping each other to resolve the issues."
Only when you have all the expertise can you quickly identify and solve the problem. And I am grateful that we can take follow-up courses at Moba's Technical Training Center in The Netherlands.
An exciting new chapter in service is the option of remote support. "Our customers highly appreciate the ability to solve problems remotely," Leo explains. "Especially during the pandemic of the last two years, with the restriction of travel from one country to another. Thanks to remote support, we were still able to reduce machine downtime significantly. With this new way of providing service, we can offer customers a quick, temporary or definite solution, which is paramount in keeping their business running."
As an engineer, you need to stay focused every day and keep up-to-date with all technological developments. This has to be the biggest challenge of the job, according to Leo. "Only when you have all the expertise can you quickly identify and solve the problem. And I am grateful that we can take follow-up courses at Moba's Technical Training Center in The Netherlands. It is an excellent opportunity to learn more about Moba's systems and services, but also to get to know colleagues from various sister branches and hear about new cases that they experienced and how they fixed them so that we can use that knowledge in the future, should our customers experience the same challenges. Every time I have taken a course, I have learned a lot, so I am excited for more knowledge I have yet to gain!"