KENSOHA, Wisc.—Snap-on/Sun Electric and its John Bean Co. subsidiary have merged their respective equipment repair and maintenance operations to create what is being called the largest and most comprehensive service organization in the automotive industry. The new unit, known as EquiServ' equipment service, will field 300 technicians nationwide—dispatching them via a new centralized call center in Conway, Ark., which also serves as its headquarters.
Beside providing service for the products of these companies—both subsidiaries of Kenosha-based Snap-on Inc.—EquiServ also will work on other types of equipment, regardless of manufacturer.
Peter Garrity, the new unit's national service director, said EquiServ plans to continuously measure the quality and quantity of its services—``from the time it takes to answer a phone call to the professionalism of the technician and the accuracy of the repair.''
The operation is designed to get service equipment up and running as fast as possible, according to Mr. Garrity, who stressed that technician training will be a top priority for the EquiServ unit.
Service technicians first will be cross-trained on Snap-on/Sun or John Bean/FMC Automotive equipment and then on equipment produced by other Snap-on Diagnostics companies.
``The only way we can satisfy our customers is with skilled people, armed with the right tools so they can do the job quickly and correctly — the first time,'' Mr. Garrity said.
Each EquiServ technician will receive an annual minimum of two weeks' training in both technical and customer service skills, according to Mr. Garity, and will be equipped with the latest tools and technology to help ensure that repairs are done right on the first visit.
The company also has promised to reward those technicians offering the highest level of customer service.
Meanwhile, EquiServ's new state-of-the-art telephone center in Arkansas has been designed to save callers the frustration often associated with automated voice-mail responses, the company said, while minimizing the time they spend awaiting service.
The center utilizes a two-layered approach to receiving incoming calls:
EquiServ's telephone first is answered by a person who establishes the nature of the problem and then directs it to the company's Technical Support department.
The ultimate benefit for customers, the company said, is service from a person—not a machine.