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Hardinge invests in the future of its customer care

Hardinge invests in the future of its customer care

Added to MTDCNC by Engineering Technology Group on 24 September 2012

The Leicester based Hardinge Group has announced an investment in its customer care network that has seen the appointment of a new Customer Care Manager and five new customer facing personnel.
Management of the previously separate Hardinge Machine Tools and Jones & Shipman (Grinding) Ltd customer care operations is now harmonised with Alan Fisher appointed Customer Care Manager for both the Hardinge milling and turning products and the Jones & Shipman grinding operations.

Alan Fisher is currently the Customer Care Manager for Jones & Shipman although in addition to his extensive service support and grinding expertise he has wide ranging machine tool experience including technical engineering, R&D, demonstration and applications engineering.  In his new role Alan will be joined by Kevin Gilbert, a respected and highly experienced figure in the machine tools industry, who will assist in reviewing existing systems and practices and implementing change as required to ensure improved efficiencies and response performance to customers.

Both the Hardinge and Jones & Shipman customer care teams have been strengthened in recent months, having filled five help desk and service engineer vacancies  with high quality personnel to ensure a full strength team are on hand to support customers.  In the field, the on-site service personnel will retain their current focus on turning, milling and grinding. 

John McTernan, Managing Director, European Sales & Marketing for Hardinge Group states;  “We are delighted to announce this investment in developing the customer care teams, which will create  the platform to further improve levels of customer satisfaction in the UK and Ireland, for all group products.
“All office based spares and service personnel for Hardinge, Bridgeport and Jones & Shipman products have recently been consolidated on a single site, creating an ideal opportunity to strengthen the teams and utilise their combined knowledge and experience whilst keeping a clearly defined focus for all products. All spare parts will be on a single site by the year end and there is further investment being made in computerised storage and retrieval systems to further improve efficiency.”

These investments are fully supported by the global Hardinge Group management, supporting the assertion by CEO Rick Simons that one of his key goals for the Hardinge Group world-wide is to improve the customers experience; from placing an order right through to ongoing maintenance contracts and support after the warranty expires.

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