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TRUMPF service, best ever performance in survey categories

TRUMPF service, best ever performance in survey categories

Added to MTDCNC by TRUMPF on 06 December 2013

Following an extremely positive report from the Association of Industrial Laser Users (AILU) regarding TRUMPF service, the company is underpinning its success by appointing Lee Moakes in the newly created role of Technical Director. Lee, who originally joined TRUMPF in 2000 as a service engineer, has been tasked with spearheading innovation and new concepts that will deliver even greater advances in the company’s service function.

'Among my remits is to develop further improvements,' says Lee Moakes. 'This will embrace factors such as customer relationships, service contract sales, response time efficiency and spare parts pricing. Ultimately, any new concepts will be entirely customer-focused, driving improvements across the board in relation to after-sales support and value for money.'

A HND-qualified engineer, Lee has steadily climbed the management ladder at TRUMPF, progressing through roles such as Project Manager for the Laser Division and Laser Service Manager. Most recently he was General Manager of TRUMPF TruServices in India. Here he was responsible for service, applications, spare parts and the showroom. Lee Moakes takes up his new UK-based role on 13 January 2014.

A total of 28 TRUMPF users contributed to the AILU breakdown response satisfaction survey 2013 (for flatbed laser cutting machines).  Their feedback confirms TRUMPF’s consistently fast speed of response to call outs and the expertise the company provides, both on site and over the phone, has one of the highest ratings.  

Availability of replacement parts puts TRUMPF ‘best in class’ and the panel’s assessment of the cost of call out gives TRUMPF a ‘modest to excellent value’ score.  And when asked: How do you rate overall satisfaction with after-sales service, the TRUMPF users awarded the company its best score ever.

With over 300 members, AILU is a non-profit making association and the only one of its type in the UK. The survey is open to any users of flatbed lasers, not just AILU members.

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