The Wholesale Service Support business unit is consolidating with OEM Support, i.e. the communication with the factory and the development of the Service and Aftermarket Distributors.
Previously the area was focused only on product support (PSG) looking only at communications with factories, such as: technical problems, equipment performance, etc. Now it is moving forward and offering support to distributors in Latin America, through consulting and development in the construction and mid-size mining industries.
As part of the work, support is given to 20 distributors in the region, and among the activities carried out, the following stand out, for example:
Distributor visits are carried out with a focus on Gemba, also highlighting technical safety inspections, where activities are carried out jointly by Komatsu Latin America specialist engineers, distributors and SSOMA, to follow up on good practices, opportunities and narrowing of safety gaps.
In the search for opportunities to introduce and adopt applications that function as tools to improve the performance of the Service and Aftermarket areas. Applications such as: Aftersales Support App to improve efficiency in Product Support & Sales Representative (PSSR) and Service Support App to improve mean time to repair (MTTR) and Bill Efficiency in construction service.
In relation to mid-size mining (Quarrymain), a KomExpert report is generated to indicate fleet performance and opportunities for improvement.
Kaizen as a methodology used by Service Support for continuous improvement in projects defined with distributors.
One of the actions to be carried out with distributors in the proper use of the equipment is reinforcing knowledge of the equipment, its attributes and operation to maximize the transfer of information between the KHSA engineer and the technicians, Product Support & Sales Representative (PSSR) and the commercial area of the distributors.
Optimize Kaizen projects:
As an ongoing enhancement in the Services area through labor turnover efficiency and equipment repair time (MTTR) to achieve customer satisfaction and business improvement.
As an improvement in Aftermarket participation through the Product Support & Sales Representative (PSSR), optimizing sales and service turnover.
Introduction of new equipment in the region to exceed customer expectations, such as forestry equipment in countries like Paraguay and Colombia, tier 4 engines in Chile and Colombia, GD955-7E0 in Chile, giving visibility to the contact network in the region and subsidiaries worldwide.
«The objective is to work as One Komatsu in the satisfaction of our end customers, in the optimization of operating costs and equipment performance, improving our market share through After Sales «PSSR» and service efficiency.»
Juan Santibañez
OEM and service support and development manager
Komatsu Latin America
*For more information contact: jsantibanez@global.komatsu
