Download - Palfinger

Technical
Support
“Mr Lohninger, as head of after-sales
service for cranes at Kuhn, you are the
contact for approx. 12,000 customers in
Austria when service is required. You have
to answer questions and solve problems
quickly, professionally and reliably. How
satisfied are you as a PALFINGER dealer
with the support you receive from the
producer?”
“For us, excellent collaboration with the
producer is hugely important and absolutely
necessary. With its specific software,
PALFINGER offers the dealership network
a lot of tools that make servicing work
on the equipment easier and cut down
fault localization times. What’s more, we
can call up product documentation and
training resources in relation to serial
numbers on the Internet around the
clock. This means that the necessary information
is always available immediately for
our service staff. The skilled backup of the
producer’s after-sales service department
is essential for complicated cases and
PALFINGER can always be contacted when
necessary. We can then solve problems
and keep downtimes as short as possible.
So our customers can always feel at ease
when they are out on the road!”
PALFINGER cranes are designed in every
detail for ease of servicing and maintenance.
Particular attention is paid to these
characteristics during the initial design
phase. Functional design elements, easy
accessibility to components, simple installation
and removal of components and
the maintenance-free extension boom
system are just some of the examples that
are evidence of this. Should there still be
a need for help, then this requires rapid
support, skilled staff and straightforward
processing.
With approx. 4,500 sales and service
support points, PALFINGER provides a
nationwide network of dealers, service
partners and authorized repair shops
that is unrivalled anywhere in the world.
The superbly trained staff offers rapid assistance
in repair shops with an exemplary
level of equipment and – depending on
the problem – will also happily deal with
the machine on site. This is facilitated by
mobile service vehicles that are in use all
over the world.
As the manufacturer, PALFINGER supports
its service partners and is available 24/7
for technical queries. Simple and technical
mature diagnostic tools are the primary
method of keeping repair shop stays short
and keeping down costs for the customer.
The company’s own PALDIAG.NET diagnostic
program reduces fault localization
times to a minimum and at the same time
provides an opportunity to make customer-
or vehicle-specific adjustments on
the spot. The PALREMOTE software can
be used to carry this out from any location
in the world. This ensures the fastest
possible skilled support in every case. To
the customer’s satisfaction!
It is a matter of course for PALFINGER to
guarantee the products it produces far
beyond the defined statutory warranty
period. PALFINGER sets a clear example in
the market with a 2-year warranty on the
radio remote control systems and 3-years
on all load-bearing components. It is also
possible to extend the full warranty on
the whole machine to several years on the
factory’s part which provides complete
protection for the sales partner.
eClaim, PALFINGER’s own online warranty
program, enables fast and straightforward
processing of warranty claims for service
partners. Simple graphics-based operation
with clear and precise instructions
makes internal processing easier. Fair and
sympathetic solutions are the visible result
for the customer.
Spare Parts Supply
Fast, comprehensive supply of the full from the central spare parts warehouse,
range of original spare parts is something
we take for granted at PALFINGER. different original PALFINGER spare
as the warehouse stocks around 21,000
Several spare parts centres worldwide parts. Orders received by 15:30 can be
guarantee uninterrupted supply. At the dispatched the same day if there is an
central spare parts warehouse in Salzburg,
for example, 170,000 items a year service partner in Europe within 24 hours.
urgent need, and supplied directly to the
are handled and processed smoothly and Normally deliveries go to the general
professionally by an external logistics agent, who can quickly cover the normal
professional. In total just under 94% parts requirements in the country from
of the items which are most commonly his own inventory.
ordered online can be supplied on time
We learn about the practical ins and parts catalogue PATIS-Online. The order
outs from Manuel Dominguez, Manager then takes place fast online via the
of the Spare Parts Warehouse in Spain/ Extranet, where the current availability,
Mycsa: “Here in Spain there are a lot of price and lead time are shown”.
large cranes in use, which occasionally
need spare parts urgently. Hence we have Ordering original PALFINGER spare parts
a large warehouse in Madrid, where we and parts directly from the PALFINGER
dispatch over 90% of the parts orders Equipment Center via the Internet has
the same day – in urgent cases even up key advantages. All original spare parts
to 18:00. This means our customers can are provided with uniform barcodes, are
often collect their repaired crane from registered via the scanner, are tested and
the workshop the very next evening and meet the PALFINGER Quality Standard.
carry on working. Parts are specified by This not only prolongs the crane’s lifetime,
but also guarantees short repair
our service partners simply using the
serial number and the electronic spare times and protects your wallet. When
a series expires, the availability of spare
parts is guaranteed for at least 10 years.
In the “GLOBAL PALFINGER WARE-
HOUSE” obsolete parts can be offered by
all dealers; the worldwide availability of
these parts is evident in the PALFINGER
spare parts exchange. This means these
parts can be acquired quickly and costeffectively
when needed.
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