With the provision of high-quality service and training for the Industrial sector continuing to be a high priority for Hörmann UK, Phil Clark, Industrial Service Manager, shares his thoughts on 2020 and looks forward to 2021.
At the beginning of the year Hörmann was fully focused on continuing its service growth strategy implemented in 2019 and providing a full program of installation and service training at our Academy in Coalville. Little did anyone think that by March we would be suffering the effects of the COVID-19 Pandemic and entering a period of lockdown.
Going into the lockdown two thirds of the Hörmann UK workforce were furloughed, however the service department was very much open for business albeit on a reduced basis. A core team of engineers remained on the road as we recognised the importance of supporting our customers in keeping vital distribution centres up and running.
With all of the Hörmann Group manufacturing plants remaining open during the lockdown there was a steady stream of product being shipped into our Coalville headquarters ensuring the continuous supply of spare parts – a clear commitment from our German colleagues to support the UK service department and our customers.
Since the easing of the lockdown our service staff are now back to full-time working, splitting their time between the office and home, with all of our service engineers back visiting customers whilst taking the necessary precautions to ensure safe working practices.
Even with the additional challenges we face due to COVID-19 we have not lost sight of our primary objective of working closing with the supply chain to ensure the safety, security, and efficiency of their logistics operations. At Hörmann we recommend all loading technology be serviced at least twice a year, or more frequently for high usage areas, and we are constantly working with clients to develop tailor-made programs to suit their specific requirements.
Our team provide up-to-date information and advice on how loading bay operations can be adapted to reduce the risk of downtime, accidents, or potential damage. If a certain fault is occurring frequently, our service engineers will work closely with clients and draw on global experience to design and develop a bespoke solution. This is part of our commitment to building long term relationships with our customers throughout the lifetime of their logistics operation.
By using Hörmann to service loading bay capacity clients benefit from a specialist who has expert knowledge of the systems and doors, and will only use Hörmann parts ensuring the operational integrity of the doors and as an OEM, we manufacture all components so there is no reliance on third party suppliers. With our systems being open parameter and all technical and service-related material available on-line, our clients and trade partners have instant access to support information.
Whilst our service engineers are the visible face of the service operation they are supported by a whole team behind the scenes – a large department dedicated to planning, provision of spare parts, technical advice, and training. The launch of our training Academy in 2019 represents part of our commitment to support the next generation of engineers through free first-class training and support. All 16 Academy courses scheduled for 2020 had been fully booked by the time of the lockdown, unfortunately these had to be cancelled with only on-site installation training and guidance continuing. We are now actively investigating how we can use different methods to deliver our training sessions for 2021, using a mixture of remote web-based courses combined with in-person installation training subject to COVID restrictions.
2020 has certainly offered up plenty of challenges but at Hörmann they have been met and dealt with in flexible and creative ways that we would not have considered before. 2021 will see us continue to provide the highest standards in servicing and support – working closely with our partners and customers to ensure that their loading bay operations continue to meet the demands of an expanding market.
For further information on Hörmann (UK) Ltd, call 01530 516880 or email us at doorsales.lei@hormann.co.uk
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