Emco Wheaton we believe that excellent customer care is an essential ingredient in the delivery of high quality services and moreover, that there is a financial cost incurred in delivering poor customer care and services. In essence, our product is our service. Excellent customer care is essential in delivering our commitments, upholding our values and creating a modern, well managed company.
We are committed to ensuring that excellence in customer service is integral to our business processes and to the design, manufacture, delivery and installation of all of the products and systems we supply. Our customer service teams around the world are dedicated to providing the highest achievable level of customer satisfaction by providing expert advice and support in the most effective manner possible. We accomplish this through polite, courteous interaction with our customers and by making a personal commitment to resolving problems thoroughly and in a timely manner.
Safety
At Emco Wheaton, safety is placed at the forefront of everything we do. Our personnel are trained to the highest standards, continually creating risk assessments and method statements in conjunction with local operators to ensure a safe working environment for personnel and equipment.
Installation Supervision
It is extremely important to ensure your plant and equipment is installed safely, in a timely manner at lowest cost. Our highly trained engineers are available anywhere in the world to supervise this vital part of executing your project.
Commissioning
Once the equipment is safely installed, our engineers will undertake a set of pre-determined safety checks prior to commissioning the equipment. Detailed commissioning checks and procedures are followed to ensure that the equipment is safe and ready for use.
Training
In addition to localized training at site, we also run an annual program of events at our facilities. These events are aimed at providing our customers with a broad knowledge of our products and services and future technological developments in the pipeline.
Upgrades
Many products within the Emco Wheaton portfolio will give trouble free service for more than 30 years if maintained correctly. During this time, technology develops and upgrades become both cost effective and feasible. Upgrades can come in the form of not just hardware but also software, which can improve your control and monitoring of the equipment and add value to you. Our personnel are always on hand to offer best advice on what is currently available.
Refurbishment
Products such as our larger coastal marine loading arms may during their lifetime require a complete overhaul. Our engineers will visit your site, review your requirements with you and prepare a detailed report and quotation for a complete overhaul. Where loading operations have not altered much, this can be a cost-effective way to extend the life of your plant and equipment.
Spare Parts
We strongly recommend only the use of genuine Emco Wheaton spare parts in our products and control systems. Use of third-party parts can adversely affect the performance of the equipment, potentially cause irreparable damage and may well create safety issues.
Service Exchange
In some cases, we offer a service exchange program for key components. Our service exchange program reduces potential downtime and improves the return on your investment. This program is an integral part of our commitment to providing excellent customer care.
Peace of Mind
When you purchase equipment from Emco Wheaton, you are effectively entering into a long-term relationship that will add value to your process whilst ensuring the safety of your operators and plant. Having your equipment supported in the field by our highly experienced, trained technicians will provide peace of mind and will ultimately extend the life of the product thus increasing your return on investment and reducing the cost of ownership.
For further information on our global after sales service and support, please contact webassist@emcowheaton.com.