https://cdn.mtdcnc.global/cnc/wp-content/uploads/2021/03/22160812/00-customer-care-service-technician_at-work-2_studer-640x360.jpg
    Machining

    Caring for customers worldwide

    • By MTDCNC
    • March 22, 2021
    • 4 minute read

    Service is a critical component in building the success, reputation and brand of any business that operates worldwide. Here, Swiss grinding company STUDER gives MTD magazine an insight into its service division that has service technicians in more than 50 countries, speaking 15 languages.

    Having engineers worldwide ensures STUDER is always close to customers and this enables them to ‘speak the customers language’, delivering service with passion. 

    Hugo Forte, the regional service manager for Portugal and Switzerland, supports a customer on the helpline, who has noticed loud noises coming from his machine. The problem is quickly identified, the spare parts ordered and the service technician deployed. Hugo Forte did his apprenticeship as a poly-mechanic at STUDER. He has now been working at Fritz Studer AG over 13 years and his experience helps provide quick response times that is bolstered by part and technician parts. 

    One Friday morning, Hanspeter Munter, a STUDER technician is removing the spindle on an S145cnc grinding centre at Leica Geosystems AG. The spindle has reached its limits after running for 20 years and over 50,000 hours. The engineer inserts the new spindle and adjusts it accurately with special tools. A spindle with this level of operating time can lead to dimensional instability, and in the case of this S145cnc – vibration and noise. “Once the cover plates are removed and the machine is open, I also replace the belt of the B-axis and then re-align the turret”, explains Hanspeter Munter, who has worked at STUDER for 35 years. 

    “It is important for our customers that we are quickly on-site, have the right spare parts and the machine is running perfectly as soon as possible”, Munter says. “The quick, global availability of service technicians is one of the main reasons why customers choose a STUDER machine time and again.”

    Stefan Thurnherr, Head of Grinding Technology at Leica Geosystems AG says: “We have been working with STUDER for more than 20 years and we have several STUDER machines in our fleet. In addition to precision machines that we can we rely on, we also benefit from quick availability of service technicians and high availability of spare parts. Over the past few decades, we have always been able to count on STUDER to fix a machine breakdown.” 

    Leica Geosystems AG manufactures precision measuring instruments for construction surveying, geodesics and photogrammetry. Its Polymeca Business Unit operates as a production partner for the manufacture of various components and assemblies, as well as surface technology. Leica Geosystems AG also has its own Industrial Services Centre, which is responsible for servicing and maintaining machines. “With the support of the STUDER helpline, the experts at Polymeca can often maintain machines themselves. They have very good engineers in the maintenance department”, says Hanspeter Munter. These specialists have undergone training in the STUDER Service Academy.

    STUDER Service Academy

    In the Service Academy, instructors train STUDER service technicians. Maintenance courses for customers and further training is also held in the academy that offers around 90 modules.

    The Polymeca’s maintenance experts have been trained at the Service Academy. “This service is worth its weight in gold for us, because it means we can prevent possible machine downtimes and reduce it to a minimum, as well as carrying out certain repairs ourselves,” explains Stefan Thurnherr. If they get stuck, engineers can call on the service technicians at Fritz Studer AG. 

    STUDER customer care plays a big part in ensuring that grinding machines have the longest operating times. The 200 service technicians carry out well over 15,000 service visits per year. The helpline is operated in around 15 languages. “We speak our customers’ language – this is very important to us”, promises Severin Steffen, Head of Helpline & Field Service at STUDER. All STUDER technicians benefit from professional development – at a global level.

    https://cdn.mtdcnc.global/cnc/wp-content/uploads/2021/03/22160812/00-customer-care-service-technician_at-work-2_studer-640x360.jpg

    Caring for customers worldwide

    Service is a critical component in building the success, reputation and brand of any business that operates worldwide. Here, Swiss grinding company STUDER gives MTD magazine an insight into its service division that has service technicians in more than 50 countries, speaking 15 languages.

    Having engineers worldwide ensures STUDER is always close to customers and this enables them to ‘speak the customers language’, delivering service with passion. 

    Hugo Forte, the regional service manager for Portugal and Switzerland, supports a customer on the helpline, who has noticed loud noises coming from his machine. The problem is quickly identified, the spare parts ordered and the service technician deployed. Hugo Forte did his apprenticeship as a poly-mechanic at STUDER. He has now been working at Fritz Studer AG over 13 years and his experience helps provide quick response times that is bolstered by part and technician parts. 

    One Friday morning, Hanspeter Munter, a STUDER technician is removing the spindle on an S145cnc grinding centre at Leica Geosystems AG. The spindle has reached its limits after running for 20 years and over 50,000 hours. The engineer inserts the new spindle and adjusts it accurately with special tools. A spindle with this level of operating time can lead to dimensional instability, and in the case of this S145cnc – vibration and noise. “Once the cover plates are removed and the machine is open, I also replace the belt of the B-axis and then re-align the turret”, explains Hanspeter Munter, who has worked at STUDER for 35 years. 

    “It is important for our customers that we are quickly on-site, have the right spare parts and the machine is running perfectly as soon as possible”, Munter says. “The quick, global availability of service technicians is one of the main reasons why customers choose a STUDER machine time and again.”

    Stefan Thurnherr, Head of Grinding Technology at Leica Geosystems AG says: “We have been working with STUDER for more than 20 years and we have several STUDER machines in our fleet. In addition to precision machines that we can we rely on, we also benefit from quick availability of service technicians and high availability of spare parts. Over the past few decades, we have always been able to count on STUDER to fix a machine breakdown.” 

    Leica Geosystems AG manufactures precision measuring instruments for construction surveying, geodesics and photogrammetry. Its Polymeca Business Unit operates as a production partner for the manufacture of various components and assemblies, as well as surface technology. Leica Geosystems AG also has its own Industrial Services Centre, which is responsible for servicing and maintaining machines. “With the support of the STUDER helpline, the experts at Polymeca can often maintain machines themselves. They have very good engineers in the maintenance department”, says Hanspeter Munter. These specialists have undergone training in the STUDER Service Academy.

    STUDER Service Academy

    In the Service Academy, instructors train STUDER service technicians. Maintenance courses for customers and further training is also held in the academy that offers around 90 modules.

    The Polymeca’s maintenance experts have been trained at the Service Academy. “This service is worth its weight in gold for us, because it means we can prevent possible machine downtimes and reduce it to a minimum, as well as carrying out certain repairs ourselves,” explains Stefan Thurnherr. If they get stuck, engineers can call on the service technicians at Fritz Studer AG. 

    STUDER customer care plays a big part in ensuring that grinding machines have the longest operating times. The 200 service technicians carry out well over 15,000 service visits per year. The helpline is operated in around 15 languages. “We speak our customers’ language – this is very important to us”, promises Severin Steffen, Head of Helpline & Field Service at STUDER. All STUDER technicians benefit from professional development – at a global level.