The technology is in place, the products are ready to roll. But it’s people who provide the vital link to bring it all together perfectly, and keep it going as smoothly and efficiently as possible. USTER’S worldwide service teams are dedicated to giving textile mills a rapid response, with expert personnel always on hand. A phone call or a service visit – whatever is needed, customers have direct access to USTER people who can deal with a problem and find a solution.
Here is a typical scenario: Mehmet’s phone rings, and it’s a mill manager on the line. He’s worried about his USTER® JOSSI VISION SHIELD performance. The call takes about 10 minutes and Mehmet gives some instructions. Shortly afterwards, the customer calls back, happy to report that the cotton cleaning system is now readjusted based on the recommendations and is again performing to his expectations. Mehmet imagines the smile on the face of another satisfied customer.
Mehmet is Service Manager with Uster Technologies Turkey, and has been with the company for 11 years. He is just one of a global network of 125 people in USTER service centers covering China, India and South East Asia, Japan, Turkey and surrounding countries, and the Americas. An agency network with another 50-plus staff covers the rest of the world.
Just as with Mehmet’s mill manager in our example, all USTER customers have the direct number of their service contact – and are welcome to call any time with queries and problems. Usually, USTER service people can sort things out immediately, over the phone.
If the issue is more complex, the service team will plan a mill visit. “Based on the information we have, we will look at several possible options and pack the appropriate spare parts, so that our staff are fully prepared to avoid or minimize any downtime at the mill,” says Kris Suresh, Head of Service based at USTER headquarters in Switzerland. USTER offers service contracts with value added services and support, and these are well appreciated by customers, most of whom continue the service contract for lifetime of the product.
A day in the life of Prabakaran…
Prabakaran, based in Coimbatore, India, is another member of USTER’s service team. Today, he starts work at 5.30 am, driving to a customer located near Madurai – a journey of about three hours. Two days ago, he was informed about a problem with variations in mic readings in the customer’s USTER® HVI 1000.
At the mill, Prabakaran checks out some possible causes of the problem: he carries out gas regulator cleaning, adjusts chamber size and air settings and calibrates the mic module. He tests some reference samples himself and asks the customer to do the same. The values match closely, so Prabakaran hands over the USTER® HVI 1000 again. The customer is very happy, and so is Prabakaran, who now writes his work bulletin, has a final discussion and handshake with the mill manager and departs, ready for a new mission tomorrow.
This one-day snapshot of an USTER staff member’s work is typical for his average of 150 customer visits per year. This particular trip covered 400 kilometers. A monthly breakdown of all USTER service people’s journeys shows an average of 61,000 kilometers – equivalent to 1.5 times round the world. Total travelling time each month averages 4,600 hours, or more than 190 days and nights.