This customer support centre stocks 35,000 spare parts and coordinates shipment to customers in 32 countries, delivering them within 24 hours 95% of the time. To allow for constant availability and “just-in-time” delivery of spare parts, Okuma has recently invested €3 million in storage facilities with a new mobile racking system, over 1,000 m² of additional floor space and more than 1,800 pallet spaces. To improve support, Okuma has also invested in additional personnel.
An on-site training facility offers employees practical machine training. These multi-level courses are mandatory for both Okuma staff and the 32 authorised Okuma distributers across Europe.
Finally, an in-house spindle repair facility aims to fix spindles within five days. To offer maximum reliability, customer support does not only replace defective parts, but also all of the spindle’s main components, such as the rotary lead-through. Defective units are thoroughly examined and restored at the original testing stations. In order to allow for an exchange within 24 hours, Okuma keeps 400 units in stock in Krefeld while 400 additional spindles are available through Okuma America. Following the exchange, Okuma extends two years’ warranty on repaired and three years’ warranty on newly purchased machine spindles.
