A more customer-focused approach to after-sales service in China

Schwarze-Robitec is taking an entirely new approach to after-sales service as part of its collaboration with NEUMAN & ESSER (NEA GROUP), with the goal of strengthening long-term customer relationships in China while maintaining a high level of service quality. Tube bending machines will in future be inspected, maintained and repaired by trained staff from the global manufacturer of compressors and grinding systems.

Covid-19 had a huge impact on the global economy over many months, with strict rules in place in large parts of the world. China shut down the country, placing whole cities and regions into lockdown. This presented a difficult set of challenges in terms of providing customers with the servicing, maintenance and replacement-part services they had been accustomed to. It showed that, long term, a rethink in after-sales service was needed. “China remains an important market for us,” underlines Bert Zorn, Managing Director of Schwarze-Robitec. “We have enjoyed decades of success in the country. Moving forward, we aim to maintain the high level of availability of our tube bending machines and also provide our customers there with the best possible support.” The company’s collaboration with NEUMAN & ESSER provides an ideal foundation to build on.

Extensive range of services provided by experienced specialists

Based close to the German city of Aachen, NEUMAN & ESSER manufactures piston and diaphragm compressors, electrolysers and reformer technologies, as well as grinding and classifying systems. With around 1,400 employees across 10 countries, the family-owned company works on global projects, delivering full solutions from feasibility studies to digitally supported 360° services on an operational level. The NEA GROUP has been operating a site in China since 2008. The maintenance and logistics centre in Shanghai was established in 2015. In addition to supplying its Chinese customers with new systems, NEA BEIJING offers services including maintenance, modernizations, repairs, technical support and the supply of replacement parts. This extensive expertise is something that Schwarze-Robitec is now looking to leverage. The Chinese customers of the tube-bending machine specialist will in future receive comprehensive service support from NEA BEIJING’s qualified experts. These experts are the direct point of contact for maintenance, inspection and servicing, and also for installation and commissioning of new tube-bending machines. For this purpose, service technicians received in-depth training from Schwarze-Robitec’s experienced specialists. “Through our close collaboration with NEUMAN & ESSER, we are guaranteeing professional support for our customers,” emphasises Zorn. “This enables us to maintain and further enhance the good relationships we have with our Chinese business partners, even during challenging times.”