Dedicated service division set up by Mills CNC

This new servicing division "will strengthen the company's customer service offering and elevate the Doosan machine tool brand still further", according to Nick Frampton, Mills CNC's managing director, who adds: "We understand and recognise that the service we provide to customers is equally as important as the products we sell. "At Mills we do everything we can to ensure that our customers have hassle-free access to high-quality, responsive and cost-efficient services that add real value to their business. The creation of the new Mills CNC Servicing Division is a case in point." Prior to the creation of the new Servicing entity, Mills' machine tool servicing operation was managed and delivered by the Service Team. Mr Frampton again: "Owing to increasing sales of new Doosan machines and the fact that we can deliver ex-stock machines (sometimes within days) to our customers, our Service Team is busier than ever installing machines. Devoting the necessary resource to routine maintenance visits can therefore sometimes prove difficult - but is something we were determined to put right." The creation of a totally separate servicing division, employing a team of engineers entirely dedicated to servicing Doosan machines, is the respoonse. The new resource takes pressure off the Mills Service Team, removes resource conflicts (i.e. between servicing and installation), and provides customers with a more flexible and accessible service. "Customers like to arrange servicing visits when it's convenient for them and when machine tool downtime has minimum impact on their production schedules e.g. shutdowns, operator holidays etc," explains the managing director. "Because we have the new dedicated servicing resource in place, we can match our servicing engineer availability to our customer's requirements and ensure that servicing visits to customers take place as planned – with no cancellations or delays." These 'guarantees' are combined with the new Servicing Division's employing a team of three factory-trained servicing engineers and who have quick and direct access to Mills CNC's £1.6 million of genuine Doosan spares, as well as to the company's applications and technical support. The new servicing division is headed up by John Roberts, service contracts manager, who previously worked on Mills CNC's Service Helpdesk. His knowledge and experience of all Doosan machines, combined with his passion for customer service, make him ideally suited to the job, says Mills CNC. Explains Mr Roberts: "A one-size-fits-all approach isn't what it's all about. Instead, we offer a range of options, depending on each customer's requirements – everything from a routine maintenance service visit right through to a more sophisticated solution that could include ball-bar testing, laser calibration etc." Doosan users can opt either for a Service Contract, which allows the specify how many service visits they are likely to need (depending on machine tool use and type of machining undertaken) within the 12 month period of the contract or, alternatively, decide not to be tied to any contract and opt for a fixed-price (one-off) service instead.