REPAIR AND REFURBISHMENT Ӏ SECTOR SPOTLIGHT
is to focus on my own job and
ensure that we are the best we can be, so we don’t worry too much about what our competitors are doing. However, customers often tell us that our service and repair are first class, which is very pleasing to know.
“Mobile and crawler cranes
are deployed on construction sites to carry out important lifts. Very often, if this lift cannot go ahead then all work on the site comes to a halt. So, a rapid response is essential for our customers. This is why we invest so significantly in supporting our customers. Globally we have hundreds of personnel, doing service on cranes.
TRAINING INVESTMENT One of the building blocks is good technical knowledge, which comes from continuous training. “Every service technician spends about three weeks of each year in training, typically at our training centre,” says Hummel. “This gives us a big advantage
60 CRANES TODAY
Liebherr tries to
identify an issue before sending out an engineer; this helps ensure they then have the right parts when they get there
as we are constantly upskilling our workforce. We have the most experience with our own products, which is very difficult for a third party to replicate. And the foundation for this is our investment in training. “Everyone knows that there
are skills shortages, and some companies are struggling to find good people in technical service roles. They rely increasingly on us as the manufacturer to solve their problems. We still have customers who have excellent technical teams and can deal with a lot of issues by themselves. For those customers it is more about ensuring we have fast delivery of the parts they need. “However, we also have other
customers who rely on us for the full solution including regular service and maintenance of their cranes. For example, we have mobile service vans in Germany that are equipped with all the oils they need to carry out a full oil change on a crane. “Similarly, many crane
companies do not want to invest in full workshop facilities, whereas we have high quality workshops capable of full repair and refurbishment. We even have the capabilities to repair booms that have experienced impact damage. “Liebherr is also the biggest used crane dealer in the world. Of course, many of our customers trade in their old crane when they buy a new model from us. We are selling 250 to 300 used cranes per year. We need world-class repair and refurbishment capabilities to support this business and ensure we provide used cranes in excellent condition.”
TECHNOLOGY’S ROLE Technology increasingly plays a big part in supporting faster resolution of issues. “This can be as straightforward as the customer calling us on their mobile phone and showing us the problem on the phone camera,” says Hummel. “And we also have remote diagnostics so we can often
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