Passionate about service!

Date: 23 February 2010

Mills has the right attitude about providing service support.

It's perhaps not that surprising that every machine tool user, when asked, puts after-sales high on their agenda when considering a new machine investment. Indeed, when precision manufacturers are narrowing down their choice of potential suppliers - the level and type of after-sales service and support on offer is a critical factor in the machine tool decision making process.

But delivering great customer service (and establishing an Industry-wide reputation for providing it), isn't something that can be achieved overnight. Instead it requires a whole company approach, with issues like customer care and customer focus permeating across and throughout all aspects of service provision.

To do this requires a definite mind-set, and clear and unequivocal leadership from the top. It also (and just as importantly) needs all staff to be committed to 'go the extra mile' and, in doing so, exceed customer expectations.

Mills CNC, the exclusive distributor of Doosan machine tools in the UK and Ireland has built a team (from Director Level to field based engineers) that is driven by a desire to provide the best support in the business. Such ambitions are not fanciful or mere rhetoric as is evidenced by the significant investment Mills has made over the last 12 months in further expanding and strengthening its already impressive range of after-sales services, and increasing the number of engineers involved in delivering them.

Mills' Operations Manager, Nigel McLean explains more about Mills' after-sales service provision, and why the Company has invested (and continues to invest) significant resources into this side of its business.

Says Nigel Mclean:

'Our commitment to and ability to deliver world-class after-sales service is what differentiates Mills CNC from the competition, and goes a long way to explaining our success.

'The range of after-sales services we provide to customers is extensive and includes -: machine tool servicing and maintenance, spare and replacement parts, ancillary equipment, training (operator programmer and maintenance), applications and technical support, and logistics.

'These services are constantly reviewed (using customer research and feedback) and improved to ensure that what we provide and deliver matches the exceptional quality and value of the Doosan machine tools we sell. That's why over 60% of the people we employ at Mills are involved in developing and delivering our service offering.'

Mills has an installed base of Doosan machine tool customers of over 5,000. To provide fast and effective machine tool maintenance and service, and to minimise potential disruption to customer's manufacturing operations caused by machine downtime, Mills employs 19 x highly-skilled regionally-based Service Engineers and has developed state-of-the-art service support processes and systems to optimise delivery.

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