The importance of proactive back-up service cannot be over-estimated in ensuring that customers benefit from the lowest total cost of ownership. It is for this reason that Goscor Access Rental prides itself on its 24/7 aftermarket service.
Any breakdown or equipment failure in the field not only leads to downtime and reduced productivity, but also has longer-term implications for customer retention and loyalty, especially if the response to an emergency is deemed as tardy or ineffective.
This is the warning given by Martin Welmans, National Technical Manager at Goscor Access Rental, which has a standard policy of responding to any breakdown, fault, or problem within a two-hour window period. If it is then deemed that the equipment cannot be repaired within a further nine-hour window period, a replacement unit is provided until the necessary repairs can be effected on the original.
Martin points out that every item of equipment from Goscor Access Rental has a prominent decal attached to it displaying all relevant contact details, including that of the Managing Director, such is the company’s pride in its rapid response and turnaround time.
“The customer or machine operator can phone either the site agent or site manager, depending on the chain of command. They, in turn, will communicate with the relevant technician, workshop or service manager, or myself if need be,” he elaborates.
The key to minimising costly downtime on any equipment boils down to regular inspection and maintenance. “Before any equipment leaves our yard, it is thoroughly tested and inspected. We do not compromise on ensuring that our equipment is fit to go to site,” Martin stresses. This includes a pre-delivery workshop inspection carried out by trained technicians, followed by a thorough vetting in terms of quality assurance by the workshop manager.
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