As part of Hörmann UK the specialist Service & Maintenance Division at FBS Hörmann offer the industrial warehouse, logistics and retail markets the highest levels of service and maintenance support. With over 40 years of experience the company covers all brands of industrial doors, loading bays, lifting systems and perimeter protection equipment.
Phil Clark Commercial Business Manager at FBS Hörmann speaks to Warehouse & Logistics News.
What are your best-known products and services?
FBS Hörmann consists of three distinct divisions, Industrial, Perimeter Protection and Service and Maintenance support division which accounts for the largest part of the business. Our service and maintenance support division runs on a 24/7, 365 days-a-year basis, with an impressive call out time of just 4 hours, covering the whole industrial product range including perimeter protection equipment as well as competitor products.
Which industry sectors are your customers in, and which ones are growing fastest?
Our customers operate within the industrial warehouse, logistics and retail markets which have all seen consistent growth over the past few years. In particular, we have seen strong demand in the retail sector, having recently picked up regional and national service and maintenance contracts with a number of major high street retailers and supermarket chains.
We have definitely benefitted from the fact that FBS Hörmann are able to provide service and maintenance for a whole range of products which means that warehouse and retail clients are able to reduce the number of subcontractors being used on their sites. This helps reduce any downtime and mitigates possible reduction in trade.
How are you growing your business?
Since becoming part of Hörmann in 2021 our objective has been to grow the service side of the business, and we have undergone an extensive recruitment and training process. We can now say with confidence that we are the largest provider of service and maintenance support in the market, having over 140 service engineers on the road operating throughout the whole of the UK. Whilst the engineers are the visible face of the operation, they are backed by a large inhouse team of key account managers, inbound call handlers, estimating, planning and scheduling all dedicated to ensuring that on-site operations are fully supported.
Can you tell us about any specific developments?
We have recently opened a Scottish depot based in Tannochside, Lanarkshire. As part of our growth strategy, we want to ensure that we are in the position to offer the market local people who understand local conditions and are able to provide the right support.
How does business so far in 2024 compare with previous years? What’s your strategy for succeeding in the current climate?
Its fair to say that 2024 has been a good year for us with turnover up by 25%, more engineers on the road and a larger in-house support team. Even though we have even more ambitious growth plans for the future we haven’t forgotten our basic philosophy, which is to provide high levels of individual service. So, the strategy is simple, to continue doing what FBS Hörmann are well known for – quality products and solutions, together with high levels of customer care.
Can you tell us about any areas where you’re currently making technical advances?
Since becoming part of Hörmann we have reviewed our whole operation and have introduced several initiatives to improve our business and service to our customers. Part of this has been a partnership with Hilti to provide standardised tools and equipment for the whole service team, ensuring that they always have the best equipment for the job. We are able to track the location of each individual item which improves efficiency when working on large projects. The tools can also be re-charged in the service vans between jobs to further improve the way in which we operate.
FBS Hörmann
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