Miller Magazine Issue 109 / January 2019

22 NEWS MILLER / JANUARY 2019 Five Stars for Brabender “We deliver more than just devices,” jokes Kai Kuni- cke with the humor that is typical for the Ruhr region. With a wink, the Director of International Service at Brabender refers to the extensive service area of the highly traditional company. “With our customer servi- ce, we want to be able to guarantee that our customers will get measurably high availability of their Brabender equipment. To this end, we feature various offers and are also developing new ones, partly with our custo- mers.” The Brabender 5-Star Service includes five ser- vice areas that are all closely intertwined. Star 1: On-site service – prevention instead of standstill Inspection, maintenance and repair – Brabender of- fers these services at its customers’ locations. Kai Kuni- cke clarifies: “The worst case is when the device won’t work at all or no longer works flawlessly. This results in a standstill, necessary replacement parts have to be pro- cured and the device must be repaired. This is why we take the precaution of replacing components when they are close to the end of their lifecycle. Sometimes this depends on the condition, but we also do this accor- ding to plan. That is how we avoid or minimize possible downtimes which might result in sig- nificant follow-up costs for the cus- tomer. If you make we l l - con s i de r ed provisions, you can avoid a standstill.” After every inspection, maintenance or repair, Bra- bender service technicians write a detailed maintenance report that can be archived 1:1 in the equipment log kept for the test equipment management. “We have over 60 partners worldwide, most of whom also have their own service personnel with workshops. All in all, our 5-Star Service spans a tight net across the globe,” says Kai Kunicke. Star 2: Replacement parts – using devices for the long-term Brabender has continued to improve the logistics of its replacement part division over the years. “Our customer service represents a replacement part supply that goes far beyond the ten years expected on the market. Our cus- tomers also get replacement parts for devices that are 20 years old or more,” Kunicke says proudly, for good reason. Customers of the lab equipment specialist can trust in professional consultations as well as the quick selection and delivery of the required part. As the central contact point, the employees of the 24/7 service line help with the organization of original replacement parts and consu- mables from the start. To expand a device’s range of fun- ctions or bring it technically up to date, Brabender offers upgrade kits. “They are a solution for staying operational when suppliers have canceled replacement parts,” Kai Kunicke adds. “With our replacement part service, our customers benefit from the long-term usability of their device and a predictable parts supply over many years.” Star 3: Service line – 24/7, always available To keep the downtimes of devices as short as pos- sible, the customer service can always be reached – 24 hours, seven days a week. If there is a problem, the service line employees get all the gears moving to solve it for the customer quickly and conveniently. Fig. 1: The Brabender 5-Star Service embraces the areas On-Site Service, Spare Parts, Factory Service 24/7 Service Line and Value Added Services. With its 5-Star Service, Brabender strives to keep downtimes as short as possible and the customers’ operating costs low. The German lab equipment manufacturer, based in Duisburg, is offering a number of additional benefits in the category of “Value-Added Services”. The company’s principle, “where quality is measured”, not only fits perfectly to the material testing equipment but also to Brabender’s services. Fig. 2: Brabender ensures the operability of its equipment for well over 10 years through the right spare parts.