"Le mantendremos informado"
In a world of increasing speed, demands and expectations, it is of vital importance to be available for our customers around the clock. This means that Moba Service Engineers have crazy hours, always ready to pack and go. In this edition of Moba News, we will meet the Moba UK Service Team. Engineers Mr. Eimutis Bartkevicius, Mr. Paul Cooke and Mr. Matt Pountney have been part of Moba UK for quite some time and they still enjoy the daily challenges that come with the job.
It is no coincidence that Paul became part of the Moba family. After working at an egg packing center as part of the maintenance team, he decided it was time for a change and applied for a job at Moba nearly sixteen years ago: "I enjoyed working within the industry but I needed a fresh challenge." Matt had a similar path before joining Moba: "I also worked at an egg packing center as part of the maintenance team for nearly 17 years. I wanted to join Moba so I could provide a service for egg producers throughout the UK. Working at Moba was and still is a challenge, and I still love doing it!"
"A different customer, a different place, a different challenge every day, that is the best part of the job," shares Eimutis, who has been working at Moba UK for seven years. "It is all about solving breakdowns and keeping customers happy, that is what we are committed to doing every day." Paul completely agrees with his colleague: "I enjoy the fresh challenges that working for Moba brings. Some large customers run their Moba machines for almost 20 hours a day, so finding the time to help maintain their equipment without interfering with their production hours can put a great demand on you physically and mentally."
Some large customers run their Moba machines for almost 20 hours a day, so finding the time to help maintain their equipment without interfering with their production hours can put a great demand on you physically and mentally.
Being there for our customers, even from miles away
In his 16 years at the company, Paul has seen the technologies and product line change quite a bit: "Of course, it can be a challenge to keep up with all the latest innovations, but thanks to our experience in the industry and the support from Moba Team NL, we can continue to learn and develop. We often visit Moba NL HQ to receive training on the new equipment and sometimes to see it in the factory being built for the worldwide market."
The way we provide service has also changed, given all the possibilities of remote support. Paul: "With the growth of remote support in the field and with the availability of video chat and instant messaging on almost everyone's smartphone, it can make service work a little easier. You can help the customer to get back up and running quicker, as you can see what they are seeing in video calls — this is especially helpful if they aren't a technically minded customer." However, Matt knows that remote support only goes so far: "It is not always the solution and sometimes an engineer is needed on site to fix the problem. But when it can, remote support can save both the customer and Moba time and money. If we can provide support and fix an issue in 10 minutes remotely rather than an engineer spending hours on the road, it is beneficial for everybody."
When you arrive at a customer's premises and their old machine is at the end of its serviceable life, and you can leave seeing a new Moba grader in its place, you just know that this customer's business will grow and thrive.
Because Moba UK works closely together with its customers, the engineers have a deep knowledge of the industry and the customers. Knowing their customers' needs and how they run their business make it possible for the engineers to help them effectively and smoothly. "Service is all about maintaining a good relationship with our customers," Eimutis explains.
Our engineers not only visit a customer in times of crisis but also when new equipment needs to be installed. Paul: "When you arrive at a customer's premises and their old machine is at the end of its serviceable life, and you can leave seeing a new Moba grader in its place, you just know that this customer's business will grow and thrive. When you leave and they are happy and relaxed, you know that as a team, you have succeeded!"
"That is how Moba UK Service makes a difference — it is all about teamwork!", Matt says. "We are a team! Everyone offers support to one another, and we are all focused and motivated with the goal of making our customers happy!"
The results of a recent survey among our customers in the UK showed that they are pleased with the provided support. Mr. Andy Reeves, Service Manager of our UK Team, was very happy with the feedback. "The survey was marked with a morning session to listen to our customers and better understand their needs. We are on this journey together and we are proud of what we have accomplished so far. The mission statement of Moba UK Service remains to supply the highest standards of service to all our customers in a professional manner with honesty and fairness; to work at the Telford branch with respect for and support to all our colleagues and customers alike; and to maintain the good name of Moba above all competitors with integrity, confidence and focus. And every day we work hard to accomplish this."