Winterhalter today assured operators that there will be “many more” engineers available to install its dishwashing equipment in future after it restructured its service department.
The manufacturer said end-users could expect to see an improvement in its installation procedures after admitting it had struggled to keep up with demand.
“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,” said Kieran Lynch, managing director of Winterhalter’s service division. “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.”
Winterhalter has made an investment that means it will now have 90 engineers on the road who are qualified to install the company’s machines. It expects this to speed up the process from order to install and prove more efficient – with the aim of a 100% ‘first time right’ rate.
The restructure will see the install teams divided into regions, with a new customer support team, using advanced logistics software, ensuring the most efficient and fast installation service. Its target is to install within two days of the order, or less.
“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,” added Lynch.
For more complex installations Winterhalter will be creating a new specialist role within the service team.