So Close To The Customer - TGW in the loop |01/2015 - Magazine - TGW Logistics Group
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TGW in the loop 01/2015

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So Close To The Customer

TGW FEATURE

TGW FEATURE

So Close To The Customer

TGW On-Site Service: Our engineers are on top of things at the customer
The provide for uninterrupted system availability in TGW's logistics centres: The TGW On-Site Service teams support customers such as Audi, Fricke, Esprit, Musikstore or the shoe retailer CCC with their daily material handling challenges. They could not be closer to the customer. When it comes to planning a material handling system, it is already important to think of a long life cycle of the equipment. It shall be powerful and efficient, accompanying the customer for many years without a problem. Therefore, it is essential to keep an eye on the material flow system also after the system has been installed in order to ensure its availability. The TGW On-Site Engineers care for optimum processes and know every single component of the installation. A great number of employees are at our customers’ sites to provide for the availability and smooth operations within the logistics system. Our customers may choose between two TGW On-Site Service models: the Full Service and the Resident Engineer area. "Our Service Engineers look after the entire operation of the installation according to the customer’s wishes. They are permanently on site and maintain the installation, care for the servicing of the system, know the spare parts and keep the availability of the installation at a high level. Sometimes, this portfolio also includes supplied components – of course, we also think outside the TGW box!" , says Jürgen Wahl, On-Site Systems – Processes & Organization at TGW Systems Integration in Austria. The Full Service Engineers are present on site during the entire operation and keep track of the overall installation.
They work with an electronic system, providing an ideal maintenance tool. Nobody loses track of the processes,"
knows Bernhard Kronsteiner, Manager On-Site Services at TGW Systems Integration.

Full Service or Resident Engineers

"In case a customer does not want to make use of the entire portfolio of TGW’s service, there is the possibility to deploy Resident Engineers. The customer provides his own team of technicians which is supported by one or more TGW employees," explains Kronsteiner, who is convinced that the support of a TGW technician entails great advantages. "They know our TGW technologies by heart, they know how our clockwork is running." As perfect addition to the customer's technical team, the TGW employees are always up-to-date when it comes to TGW technologies. "Our On-Site Engineers shall always be regularly updated. Even though there are hardly any crucial changes in the installations, they have to keep up with the times," tells Jürgen Wahl.

In the middle of things

The demand for the TGW On-Site programme is constantly increasing, and the tasks for our On-Site Engineers are manifold and exciting. "We are delighted to receive a lot of new orders for Full Service contracts. Also our Resident Engineers are requested as never before!", says Bernhard Kronsteiner. In the next two years, the number of 50 employees needs to be drastically increased due to the enormous demand. "TGW’s know-how is required internationally, hence, we focus on recruiting international colleagues. Of course, they will live in their destination country and should be able to communicate properly. This is why our On-Site Engineers are recruited in the destination country. Of course, we also care about the particularities of each country as well as the best education and familiarization with the company, as job markets vary from country to country even within Europe." Jürgen Wahl knows why the technicians are put through their paces: "It’s them who have a direct wire to the customers. It’s them who provide for smooth operations, it’s them who are keeping track of the processes." Ideally, they are already on site during the commissioning phase to perfectly understand all logistics processes. "We owe a lot to our On-Site Engineers as they are the ones directly working with and for the customer – this closeness is invaluable."