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ACCESS IN ACTION • MAY 2016
ACCESS in ACTION
“Genie 360 Support is the single biggest
initiative undertaken by the Genie team
in the past decade. It will shake up the
entire EWP industry and cement the
position of Genie for several decades to
come,” Mitch Ely, National Operations
Manager, Terex AWP said.
“Driven by industry change and shaped
by customer feedback, Genie 360 Support
ensures we have a laser-like focus on
customer needs. As a complete end-to-
end customer Support solution, Genie
360 Support will revolutionise the EWP
industry,” Mitch said.
“Access to Genie 360 support was our
first improvement. We have delivered
one easy 1800 number which allows our
customers to access all five core areas.
1800 788 633 will allow Genie customers
to experience Genie 360 with ease
Australia wide.”
Genie 360 Support delivers reduced
downtime, increased productivity and the
potential for improved returns across five
core areas including:
Fleet Management Solutions
Genie 360 Support addresses industry
requirements to replace or refurbish
machines aged 10 years or more. Two
options are provided:
• Fleet replacement
Genie 360 Support offers an exit
strategy through generous trade-in
programs. Genie has established an
extensive system of channels to move
aged fleet, including export, authorised
brokers and retail sales through its
established sales network;
• Major Inspection and Fleet
Refurbishment
Genie has invested in state-of-the-
art heavy maintenance facilities to
carry out major inspections and heavy
maintenance repairs. Genie is also
revolutionising the major inspection
program by introducing a recently
developed process utilising data
collected from all over the world to
provide efficient inspections, which
will deliver significant savings to the
customer, improved ROI and reduced
downtime;
• Operator Machine Specific Training via
LiftPro
Genie 360 Support ups the ante in customer support
Genie has launched a new initiative in customer service
with what it terms its groundbreaking Genie 360 Support.
Genie 360 Support offers Verification
of Competency (VOC) machine
specific training programs for all
Genie equipment via its training arm
– LiftPro. It is the first manufacturer
endorsed and manufacturer operated
training program unique in the
Australian market, according to Mitch.
“We believe this program is world
class and will become the benchmark
for all future machine specific training
programs,” Mitch said.
Genie Genuine parts, right part,
right location
A high rate of parts fill and reduced down
time is achieved through:
• National Parts Centre – Customer
support has been consolidated into
a single National Parts Centre giving
Genie customers a 12 hour a day
parts support service with accelerated
response and supply times, reduced
freight costs and delivery of genuine
Genie parts to any location across
Australia;
• Web portal offers 24/7 access to parts
– Genie has tapped into the company’s
strong online presence to provide the
flexibility and convenience of 24/7
online parts ordering;
• Service and Maintenance excellence.
Genie 360 Support reflects a commitment
to fleet productivity through:
• Factory trained technicians;
• Latest technology and tooling;
• Field servicing and breakdown service
with 24/7 support;
• Scheduled maintenance;
• Warranty support;
• Expert workshop repairs;
• Comprehensive safety and
maintenance inspections; and
• The reassurance of genuine Genie
parts.
“With the introduction of our heavy
maintenance facilities, Genie has added
dedicated resources to major inspections,
freeing up our field service technicians,
providing increased support to our
customers.”
Technical Support and Training via
TechPro
Genie 360 Support incorporates:
• TechPro – a suite of three training
solutions delivering 24/7 technical
support to keep Genie machines
productive right around the clock;
• National Technical Support Centre
– The company has established the
National Technical Support Centre,
which will provide expert advice
by qualified Genie technicians. This
centre offers an afterhours service
between 4.30pm to 7.30am 365 days a
year;
• Online technical training - The Genie
online technician training is free and
can be a convenient solution for busy
technicians operating within the hire
industry;
• Face-to-face technical training –
Customised training packages are
available across Australia.
“Genie 360 Support is all about giving
the customer more without additional
expense. We anticipate this will be a
ground-breaker for the EWP industry in
Australia and will continue to underline
the Genie reputation for developing
smart end to end solutions, customer
experience and aftersales support,” Mitch
said.
Visit: www.terex.com
Genie has launched a new initiative in customer
service – its Genie 360 Support