Service has ongoing demand

HEROSE continues to grow – and as the business increases in complexity, restructuring in the area of service is also inevitable (vc reports). Matthias Reinhardt, Head of Customer Service and Testing Facility: "In light of all these changes, we want to respond even more effectively to the needs of our customers." Keyword: Project business.

Customer often want more from HEROSE than just valves, they also increasingly want aftersales service from us, in other words: advice, maintenance and customer service. Example: AIDAnova. This cruise ship runs on LNG, is currently being built in Papenburg and incorporates HEROSE valves. Reinhardt: "At the moment I‘m often at the Meyer shipyard in Papenburg to advise and assist with the installation of the LNG tanks." Reinhardt anticipates that in future customers will be calling ever more frequently on HEROSE service engineers. With this in mind, a new employee, Sebastian Jacobsen, has been brought on board.

Changes are also afoot in the area of customer complaints. Reinhardt: "Customers can now go to our homepage and fill out a detailed complaint form – at any time of day, 365 days of the year." We are committed to replying to every customer complaint from Monday to Friday within 24 hours. Mirka Derlin and Sebastian Jacobsen work in the department of customer complaints – when they are not visiting customers in the field that is.

The testing facility which is run by Sascha Schneuer, Matthias Reinhardt‘s deputy, Martin Boyungs and Hans-Hermann Simonsen will also carry out inspections for the R&D department at HEROSE in future – as an in-house service. And finally ... on the subject of training. Reinhardt: „In future, customers will want the opportunity to familiarise themselves with the design of our valves at Bad Oldesloe and find out more about how they work so can identify and eliminate faults themselves.“