«Мы будем держать вас в курсе»
At Moba we aim for the highest quality standards. All our spare parts have been designed, manufactured and tested to meet those standards. With Moba Certified Parts we ensure that your equipment has the highest possible uptime and runs at maximum efficiency. It is the responsibility of Mr. Bert Dekker, Spare Parts Team Leader, and his team to deliver the parts on time to our customers. You can find out in this interview how they manage that and the added value our parts offer to your business.
Non-certified parts may closely resemble the originals, but do not have the same quality. Quality is not necessarily visible to the naked eye. Just because it ‘looks the same’, doesn’t mean that it matches the performance of a Moba Certified Part
Moba realises that offering and supplying machinery and equipment only provides half the solution. Therefore Moba seeks close cooperation with its customers to ensure that their machines perform most efficient and at their best. This would not be possible without the extensive Service & Parts network that Moba has at its disposal. All offices worldwide maintain a comprehensive stockpile of spare parts, a professional Helpdesk and a team of well-trained service engineers. In addition, Moba has an elaborate global network of agencies, all of whom focus on providing Service & Parts support in accordance with the company’s corporate philosophy.
“Non-certified parts may closely resemble the originals, but do not have the same quality. Quality is not necessarily visible to the naked eye. Just because it ‘looks the same’, doesn’t mean that it matches the performance of a Moba Certified Part”, Mr. Bert Dekker explains the added value of our Certified Parts. Plus with Moba’s spare parts our customers can profit from many benefits: “If any problems happen with the equipment, our customers can call our Helpdesk 24/7. Our experienced Service Team is always ready to help if problems occur. Moreover, Moba gives a one-year warranty on parts. Our parts will always fit and always work. If this is not the case, you will receive new parts guaranteed. And our parts are future proof. As long as your equipment is an active product, we will continue to supply and support the parts.”
The added value of having Spare Parts Departments at our worldwide Moba offices is that we can quickly send parts to our customers. Another benefit is that we speak the same language as our customer.
The main task of the Spare Parts Department is to provide the requested parts to our Moba offices, agents and customers all over the world. According to Bert, this can be hectic. “Every day we receive many requests for spare parts by email or phone.” The department takes in around two hundred orders. “You never know how your day will go. A clear distinction can be made between various machine parts. For example, there are parts that are crucial for the operation of the machine. When those parts are broken the machine will completely stop. This is why these parts must always be in stock. If there is an emergency we can send the parts in question the same day. If we do not have the parts in stock, we try to ship them within four days. We understand the importance of reliable delivery and our aim is to offer this to our customers.”
With ‘us’ Bert means his team that is responsible for the shipping of every single spare part. Moba has customers all over the world. So ‘the world’ is divided at the Spare Parts Department, with every team member responsible for his or her own region. “Having more worldwide Moba offices means more Spare Parts Departments with storages. The task of the Spare Parts Assistant is to supply the Moba offices within his or her region. He or she is therefore responsible from the time the order is received until the part is delivered to the customer.”
“The added value of having Spare Parts Departments at our worldwide Moba offices is that we can quickly send parts to our customers. Another benefit is that we speak the same language as our customer. They can call the Moba office nearby and communicate in their own language what they need.”
In the past customers called us personally with questions or orders of spare parts. Now, with our global offices, they call the closest Moba office located nearby. And then our secondary locations will contact us with the order the customer requires.
Bert has noticed a great change in the 24 years he has worked at Moba. “When I started at Moba, we only had two secondary locations worldwide. We now have Moba offices in the United Kingdom, Germany, China, Japan, Malaysia, United States and Dubai.” This development means that the Spare Parts Department located at the head office has less direct contact with customers. “Let me explain this. In the past customers called us personally with questions or orders of spare parts. Now, with our global offices, they call the closest Moba office located nearby. And then our secondary locations will contact us with the order the customer requires. This does not mean customers do not have any personal contact with us anymore. In particular our Dutch customers still contact us by phone or email, but I can really notice a change in this process.”
The launch of the webshop five years ago also played a major role in this process. “The webshop gave our customers the opportunity to easily order spare parts online. The online shop has pictures of every part we have. They can see for themselves which part they need and can order it with a few clicks. Nowadays the webshop is responsible for 65% of all the spare parts orders.” The expectation is that in the nearby future this number will increase. Bert explains: “The customer can easily request the part they need. And they can keep an eye on their order through the webshop. For us an order through the webshop is easy to process. All details, for example the name of the customer, the part(s) they need and how many, the address etc. are already completed. This means that we can directly focus on delivering the part to the customer. Automating this system is the key to keep on growing as a company.”