E-Crane users in the USA benefit from improved customer service

In January of 2013, E-Crane USA Service Group kicked off a new satellite service centre based in Birmingham, AL. The new Gulf Coast Service Group will support 14 clients (15 E-Cranes) in the Gulf Coast region.

E-Crane is excited to be adding Bill McNair to it team. McNair brings with him more than 30 years of crawler crane experience and knowledge of heavy equipment repair. He is also native to the gulf area. In mid-January, he travelled to E-Crane USA headquarters in Galion, OH for E-Crane and safety training. He was also introduced to the entire E-Crane USA team. He is excited to be part of the team and is looking forward to visiting each of the company’s Gulf coast clients. To maximize the success of this venture, E-Crane has purchased two heavy duty service trucks equipped with cranes, support equipment, and tools to support on-site field repairs, one of which will be driven by McNair.

There will also be over $25,000 in spare parts and consumables available for emergency service and repairs. This means that E-Crane can now have a service technician on-site in fewer than ten hours, compared with the previous 24 hours. Short response time coupled with on hand spare parts availability saves time and shipping costs equate to a greater overall savings for the company’s valued clients.

In one week, McNair has already visited three of E-Crane’s clients and has received a warm welcome. The addition of the Gulf Coast Service Group has also generated more than four signed service contracts as well as numerous inquiries for parts and service.

[frame link=”http://www.e-crane.com/wp-content/uploads/2013/01/gulfcoast-customer-service-bill-mcnair.jpg” linking=”lightbox” lightbox_group=”bill mcnair” align=”left” type=”simple”]Bill McNair in front of his duty service truck[/frame]

Also, in the last quarter of 2012, E-Crane International USA partnered with Parker Fluid Connections Group and added Hydraulic Hose Fabrication to the Galion, OH Parts & Service Department. This means that at any given time, there will be more than $100,000 in hose, fittings, and equipment on hand at the company’s shop.

Three OEM trained service technicians will be on staff to make hydraulic hoses as needed. E-Crane is therefore now able to fabricate, pressure test, clean, and seal all of the hoses required on a typical pedestal mounted E-Crane and package them for shipment in approximately one week. Each warranty hose assembly is certified to Parker standards and comes with its own certification document.

As an OEM distributor, E-Crane can provide a higher quality hose assembly at a lower cost with shorter lead times than in the past. This partnership with Parker, and the direct impact it will have, will increase E-Crane’s customer satisfaction and parts availability.

Source: Dry Cargo International, February 2013


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