In today’s construction equipment market, after sales service has reached critical importance. And leading the field in this vital aspect is Kemach JCB, distributors of JCB equipment in South Africa. As Kemach JCB’s CEO Les Lothian says: “The aftermarket adds value for customers in that correct maintenance enhances the residual value of a machine and eradicates downtime. For us it builds very good customer relationships”.
The Kemach JCB infrastructure certainly provides the perfect platform for a wide footprint with 12 of their own facilities and six sub dealers. Centres covered are Johannesburg. Pretoria, Middelburg. Rustenburg, Durban, Richards Bay, Bloemfontein, Cape Town, East London, George and Mthatha, Windhoek, Nelspruit, Swaziland, Polokwane, Upington, Schweizer Reneke and Vryheid.
The Kemach JCB service teams carry out all service and maintenance repairs to the full range of JCB equipment covering routine maintenance as well as component rebuilds and accident repair. The teams pride themselves on the JCB product itself and proudly state that they always deliver work of the highest standards to customers. Only OEM parts are used.
The service teams connect to the machines’ computers via JCB Service Master which enables them to reprogram the software for the management systems on the machine. They also provide a product support service whereby Kemach JCB’s qualified technicians will inspect the individual unit and give a full Machine Condition Assessment (MCA) on the machine. The MCA is then used to generate a quote for the repairs that need to be done.
A big bonus for customers and the service teams alike is that each new JCB machine is fitted with the “LiveLink” system which enables monitoring and management of the machines remotely via a computer or smartphone.
According to Mark Senyard, Kemach JCB’s national sales manager “LiveLink” has proved a huge advantage. “The system is really useful as the machine will let you know where it is and when it needs a service. Even better the system will give health alerts like low oil pressure, high engine or transmission temperatures as well as a water contaminated fuel warning, “he says.
This information is sent to the respective Kemach JCB service managers and then relayed to customers.
The company’s field service vehicles are equipped with a full set tools which can attend to all service work and minor breakdowns which can be repaired in-field. The workshops are equipped with specialised equipment for fault finding and other tooling required for major equipment repairs.
At the heart of Kemach JCB’s after sales service are their highly trained technicians.
JCB have a fantastic on-line training program and all their mechanics have passed the various modules. In addition JCB provide technical training courses that are attended quarterly. They also have a weekly ‘toolbox chat’ sessions, where the mechanics get together and discuss the various jobs done that week. This has proved a very valuable training tool.
All sectors are depressed at the moment, but Kemach JCB hopes that stimulus through the National Development Programme (NDP) will inject some positive sentiment going forward. Customers are also more conservative in their capital equipment purchases and/or replacement programmes with the result that they are focused on spending more on keeping their current equipment running. Kemach JCB believe that the trick is to keep their second hand/residual values at an optimum by ensuring they only use OEM parts. Rather than going the cheaper route of using pirate parts. Reliability and uptime to any equipment owner is key to their business.
Says Les Lothian: “Part of Kemach JCB’s aftermarket philosophy is a firm belief that reliability and uptime to any equipment owner is key to their business. There is little doubt that the company’s innovative product, parts and service offerings ensure that this is attainable.”