Matisa Customer Service

1. MATISA Customer Service (Joël Meystre – Customer Service Manager)

2. Organisation

MATISA Customer
Service
Spare Parts
Service Contract
Post Assembly
Technical
Assistance
Documentation
Training
~50 Field
Engineer around
the World
• Switzerland (10)
• France (8)
• Germany (2)
• United Kingdom (5)
• Spain (8)
• Italy (7)
• Japan (5)
• Brasil (5)
• China (1)
Assistance
2

3. Spare Parts

Delivery all around the World
Express delivery
Stock mini policy (6’000 positions)
Spare parts position (15’000 positions)
Possible consignation stock (service
contract)
3

4. Service Contract

Periodic inspection visit
Technical advice for maintenance
Refreshing training course
Hot line
Assistance during maintenance period
Proposal for continuous technical
improvement
• Full service
4

5. Post assembly

Goal:
• Keep the technical level of the machine at
a very high standard
• Adapt the machine to the unavoidable
change requested during his lifetime
5

6. Technical Assistance

• Approximately 50 field engineers working
for the group MATISA
• Machine commissioning and repair
• Assistance for training course
6

7. Documentation

• User Manual
• Spare Parts Catalogue
• Maintenance Plan
7

8. Training

• Assessment of new operator / maintainer
• Training course in relation with machine
(theoretical and practical)
• Refreshing course
8

9. Service and maintenance benefice

120.00
5.00
100.00
4.00
80.00
3.00
60.00
2.00
40.00
1.00
20.00
-
Value è%
6.00
Maintenance
Post Assembly
Residual value with maintenance and post-assembly
Residual value without maintenance
-
0.
75
1.
50
2.
25
3.
00
3.
75
4.
50
5.
25
6.
00
6.
75
7.
50
8.
25
9.
00
9.
75
10
.5
0
11
.2
5
12
.0
0
12
.7
5
13
.5
0
14
.2
5
15
.0
0
15
.7
5
16
.5
0
17
.2
5
18
.0
0
18
.7
5
19
.5
0
Value [%]
Machine value
Time [Year]
9

10. Service and maintenance benefice

• Maintaining the technical level of the
machine
• Keeping advantage versus concurrence
• Keeping the value of the initial investment
10

11. QUESTION?

11

12. Diapositive 12

Thank you for your attention
12