Putzmeister America Maintains
Putzmeister America Maintains24 Hours a Day, 7 Days a Week, 365 Days a Year
Even in today's automated world of voice mail, Putzmeister America remains focused on the more "personalized" approach to customer service. This is evident by a person behind the voice when calling Putzmeister combined with the company's dedicated "round-the-clock" technical support coverage 7 days a week, 365 days a year.
Still today, a receptionist answers all incoming calls to the main Putzmeister America switchboard and service department; this is in contrast to voice-mail prompts.
More importantly, in after-hour emergency service situations, customers still speak directly to a person answering the Putzmeister toll-free service hotline 24 hours a day, every day. This person is specifically trained to retrieve the vital information, inform the caller of steps that will be taken, and immediately contact the service technician on-call to ensure a rapid response.
A rotating "on-call" schedule among the Putzmeister staff of dedicated service personnel helps answer customer service questions and ensures parts requests are handled in the most efficient manner possible during staff members' night, weekend or holiday watch.
These Putzmeister technicians, comprising over 170 years of experience, are strategically located throughout North America to make on-site visits when necessary. The Putzmeister support team also includes a qualified dealer network, knowledgeable in the maintenance and service of the company's products.
According to Mike Pankonin, director of technical support, "We realize that some companies must pump or place concrete on the seventh day or even holidays, so we've had 24-7-365 service and parts support ever since Putzmeister America relocated to Wisconsin. This goes beyond what most competitors offer."
Pankonin continued, "Of equal importance is that even with the growing popularity of voice mail, we are still handling after-hour emergency calls via a person that can converse back and forth with a customer. This assures the caller that his or her problem is being immediately addressed versus wondering if their page or voice-mail message was received."
Stocking more than 22,000 parts between two distribution centers - in the Midwest and on the West Coast - maintains Putzmeister America's exceptional first pick, parts fill rate. Production parts are also used as back-up, when needed to get a unit operational again.
To accommodate differing time zones, Putzmeister's extensive 12-hour parts coverage from its Midwest headquarters location is Monday through Friday from 7 a.m. to 7 p.m. CST. Putzmeister West parts distribution center is staffed daily from 7a.m. to 5 p.m. PST.
Putzmeister America Technical Support Reference Numbers:
Service Hotline staffed 24 hours, 7 days a week (800) 890-0269
Putzmeister America Wisconsin headquarters parts phone:
7 a.m. to 7 p.m. CST (800) 890-0269
Putzmeister America Wisconsin headquarters parts fax:
operational around the clock (262) 884-6338
Putzmeister West Coast Customer Support Center phone:
7 a.m. to 5 p.m. PST (800) 890-0269
Putzmeister West Coast Customer Support Center fax:
operational around the clock (562) 229-1713