Winter 2015

Genie service support goes round the clock

Tuesday 07 April 2015 @ 11:39

When you choose a Genie product, you know you’ll get more than equipment designed for reliability, easy operation and uncompromising safety. You can also rely on tailored service and support from a team that understands your challenges.

“We offer the best breakdown service in the Australian access industry with average response times of two hours in metropolitan areas,” said Mitch Ely, National Operations Manager, Terex AWP. “We also have fully-equipped service vehicles that carry a large range of spare parts.”

In addition, the specialists attached to the Genie Service Department are fully-trained technicians, who will strive to meet our right first time policy. “We have 15 service technicians across Australia who can respond rapidly to ensure our customers maintain fully-operational fleets at maximum capacity,” said Mitch.

Real people not machines answering your calls

Nonetheless, Terex AWP or the Genie team refuse to rest on its laurels, and has upped the ante by extending service department operations.

“We pride ourselves on answering a call after hours and not via a messaging service,” said Ely. “With our Service Department, a specialist will answer the phone no matter what time of the day it is. This is very rare in our industry. Moreover, when a customer calls, they can expect the best technical advice available in the marketplace.”

Furthermore, it doesn’t matter whether you’re located in Perth, Palmerstone, Parramatta or Port Moresby, there is a territorial Genie service manager to help keep your fleet operational. (Click here for state and country contacts, their photos and mobile phone numbers). We also provide a dedicated after hours Toll Free number 1800 331 600 as a backup service, which dials directly into the Service Department.

“However your ‘local service manager’ should always be the ‘go to person’ if you need a rapid response to a problem,” said Ely. “I would encourage all our customers to contact the service manager on their mobile phones for help. Our service managers are customer-focused and Tony Hiller, Phil McKenzie, Tim Merritt, Jason Harvey and Paul Greville will go the extra mile to get the job done.”

Fully trained and here to help

The members of the Genie Service Department are factory-trained and highly-skilled experts. “They know our products and their skills are maintained to the highest level by participating in quarterly internal training sessions to keep up-to-date with current technology."

Genie service specialists are trade qualified. “This means they have some form of mechanical trade. They augment this expertise by attending our ongoing training,” said Ely.” They know how to work with all the latest diagnostic equipment. This equipment is unique to Genie and is critical in getting our customers’ machines operational again.”

Quality and service is part of the Genie corporate DNA

Uniquely, the Service Department has the total support of our management team to keep customers’ machines fully operational around the clock. “The Service Department has the backing of management to step outside the normal boundaries to get a Genie machine fixed, and operating at full capacity,” said Ely. “The quality of our after-market service is critical to the Genie value proposition. Our products are market leading, so having a level of service that beats the rest of the industry is central to our customers coming back to us time and time again."

“The Genie team has a saying ‘yes before no.’ In other words, we will always go out of our way to get a machine back on the road,” said Ely.