Winterhalter has restructured its service department in order to improve its installation procedures.
This should mean that more engineers will be available to install the manufacturer’s dishwashers and glasswashers, and that the process from order to install is faster and more efficient – with the aim of a 100% ‘first time right’ rate.
Kieran Lynch, MD of Winterhalter’s service division, acknowledged: “We have to hold our hands up and admit that the increase in sales over recent years had put a lot of strain on our installation team.
“Our customer support has to be as good as the machines we are installing – but to be best in class, we realised we needed to make major changes and investments in the service team.”
That investment means that ultimately Winterhalter will have over 90 engineers on the road who are qualified to install the company’s machines. The restructure will see the install teams divided into regions, with a new customer support team, using logistics software aimed at ensuring efficient and fast installation service. Their target is to install within 2 days of the order, or less.
Lynch said: “We have initiated a major training programme and we’ll be expanding the fleet of vans, to ensure our engineers have everything they need to install the customer’s warewasher, without a hitch.”
For more complex installations, Winterhalter will be creating a new specialist role within the service team. “They’ll undertake site surveys and lead the install team,” Lynch added.
For those dealers who prefer to carry out the install themselves, the manufacturer will be offering a support package, including training, to help them deliver the ‘best possible’ service to their customers.