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A new system guarantees the greatest efficiency in technical service and after-sales assistance thanks to the real time connection between technicians on site and the headquarters of Komatsu Division.
For the year 2006, Komatsu Division presents a new system of remote technical service called “NET CONNECTION”, destined to all its Service network in Europe.
Preview showed in Hanover on the occasion of CeMAT 2005, the system will be available from February 2006 and will enable all users to be always “connected” to Komatsu Division’s main headquarters and receive real time assistance as regards troubleshooting, technical training or any other information necessary during the work “on site”.
Many factors have to be taken into account before investing in the purchase of a forklift truck, among which the efficiency of the service network plays an increasingly important role. In fact, it is essential to be able to use the purchased product at the maximum of its possibilities, reducing machine halts to the minimum. To do so, there shall be always the possibility to count on highly qualified, constantly updated personnel, able to have access to a really specialized know-how in every moment.
“From some time now Komatsu Division has started an intense program of training and updating of its technicians and has introduced new tools of computerized troubleshooting such as Net Connection” says Andrea Dietz, manager of Komatsu Division’s Technical Support Service. “Besides allowing for standard troubleshooting and parameterization of the machines this system, based on a Komatsu’s “Data Case”, enables a GPRS/UMTS connection with Komatsu’s head office in Europe to directly interact with our experts and receive assistance in the troubleshooting and parameterization of the machines and, last but not least, training on all our products.”
Using the same tool, the technician working on site can also order the spare parts necessary to solve the problem, being certain that Komatsu’s automatic spare part warehouse in Europe will deliver them in less than 24 hours.
Such an advanced approach is possible thanks to a program of massive investments in Information Technology Komatsu Division has been steadily carrying out for many years now, in order to offer an increasingly efficient and effective technical service, oriented to meet any needs of its customers.
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