Extrusion International USA 1-2019

51 Extrusion International 1/2019 Star 2: Replacement parts – using devices for the long-term Brabender has continued to improve the logistics of its replacement part division over the years. „Our customer service represents a replacement part supply that goes far beyond the ten years expected on the market. Our cus- tomers also get replacement parts for devices that are 20 years old or more,” Kunicke says proudly, for good rea- son. Customers of the lab equipment specialist can trust in professional consultations as well as the quick selection and delivery of the required part. As the central contact point, the employees of the 24/7 service line help with the organization of original replacement parts and consum- ables from the start. To expand a device’s range of functions or bring it techni- cally up to date, Brabender offers upgrade kits. „They are a solution for staying operational when suppliers have canceled replacement parts,” Kai Kunicke adds. “With our replacement part service, our customers benefit from the long-term usability of their device and a predictable parts supply over many years.” Star 3: Service line – 24/7, always available To keep the downtimes of devices as short as possible, the customer service can always be reached – 24 hours, seven days a week. If there is a problem, the service line employ- ees get all the gears moving to solve it for the customer quickly and conveniently. As personal representatives, they support customers with the diagnosis and finding a solution, as well as in the selection and procurement of the required original replacement parts and consumables. The employees of the 24/7 line are also involved in the coordination with the Brabender experts in Research and Development and in the organization of service assignments – whether this is through remote mainte- nance or personally at the customer’s site. “Of course there is also the option to schedule a guaranteed response time with us,” Kai Kunicke explains. “This happens as part of a service agreement. It clarifies that we can only implement this if the ac- cessibility is given.“ Star 4: Factory service – sophisticated rejuvenation Every device must be overhauled at some point. Then employees of the factory ser- vice at Brabender’s service shop repair the defective parts. They use original parts from Brabender in this process to extend the lifespan of the devices while also main- taining their value. „When we complete the services on our premises, the customers won’t have to pay the sometimes significant travel costs of a service technician. Wherever possible, we provide a loaner de- vice so that work can continue without interference dur- ing that time,” the Service Manager Kunicke says about the Brabender Factory Service. “We’re not just speaking about a repair but also a sophisticated rejuvenation of the devices. If needed, our specialized department will also install new wiring and, if desired, apply a new fin- ish.“ If customers have older devices for which Brabender no longer has replacement parts in stock, Brabender offers a production according to the original drawings. Kai Kunicke adds: “In the end, we hand the customer an overhauled and operational device with a functionality and measurement ranges that largely meet the specifi- cations of its construction year.” This is extremely invalu- able: all the data collected on the device by the customer with measuring methods that have been customized over the years can be used just like before. For measuring devices that are no longer needed but still functional, Brabender has set up the free sales platform Brabender Marketplace. All you have to do is register. This way the company wants to contribute to sustainabil- ity (see info box). The Brabender 5-Star Service embraces the areas On-Site Service, Spare Parts, Factory Service 24/7 Service Line and Value Added Services Brabender Marketplace Online exchange for used devices Purchases and sales exclusively of used laboratory measur- ing devices made by Brabender and other manufacturers: Buyers can browse all the clearly arranged offers without obligation and at their leisure. If there is interest, the Mar- ketplace provides the seller’s contact information. There is no commission. The purchase agreement is executed only between the seller and buyer. Sellers use the entry screen on the Marketplace to conve- niently set up their device. The sale through the Brabender Marketplace is free. Learn more: https://bit.ly/2SFwsaF