Global news
After-sales: supporting distributors supporting customers
Terberg has always taken pride in providing an effective after-sales service to ensure that our customers can operate the vehicles they have invested in efficiently.
Technical support First-line technical support is now provided by the distributors. They are assisted by the Terberg technical support portal which contains solutions to common issues. If necessary they can open a ticket to request second-line support. A product specialist will then look at it, and possibly contact the product developer at the Engineering department for third-line support. Supporting distributors’ operations We aim to make life easier for distributors so they can run their businesses efficiently. For example, we provide calculation tools and easy access to repair instructions with parts lists to reduce the amount of work that needs to be done manually. We also want to share best practices with all our distributors. That promotes a uniform approach worldwide - one brand, one voice to the market. Of course, if a distributor starts working with a product new to them the Terberg Academy will train their people. After-sales department Our department has expanded over the years, we now have 36 people working here. They cover areas such as second-line technical support, after-sales engineering, new product introductions, guarantees, customs procedures, outbound logistics and purchasing. Together with our colleagues of the Sales department we represent the factory towards the distributors. Now that all first-line support is provided by the distributors our work here has changed, and we have tailored the department to that.”
There have been some changes in the after- sales arrangements. Dave Brouwer, Manager After-sales in Benschop, explained “In the past, spare parts and support were provided by the factory. But that became less effective as the worldwide fleet of Terberg vehicles kept growing. So over the last few years we have changed the system. Now the distributors, both Terberg subsidiaries and independent companies, provide the first-line support to customers. That is more effective as they are closer to the customers and more familiar with the local culture. This transition will be completed on 1 January 2024 when support for customers in the Netherlands and Belgium is transferred to Terberg Tractors Nederland and Terberg Tractors Belgium. Spare parts Distributors keep common spare parts in stock. If they need other parts Terberg can quickly
Dave Brouwer “Terberg has always taken pride in providing an effective after-sales service”
supply them from the spare parts hubs in Benschop (serving EMEA), Malaysia (Asia) and the USA (Americas). Deliveries can be made to the distributor’s warehouse, their mobile workshops or their customer’s site. We can often provide next day delivery.
Our warehouse system in operation
VIDEO
14
TERBERG SPECIAL VEHICLES MAGAZINE 2023/2024
Made with FlippingBook Digital Proposal Creator