Cutting machines from Fecken-Kirfel are precise, efficient and reliable. But even they are not immune to downtimes due to worn or defective parts that need replacing. For our customers, downtimes mean extra costs. That is why we aim to deliver the right spare part as fast as possible. This places high demands on our spare parts service. As well as fast reaction and delivery times, the required parts must also be available. These factors all mean that parts need to be identified quickly and easily.
Spare parts always available – even for older machines
Fecken-Kirfel machines are robust and extremely durable. Some of our customers are still using machines that they purchased four decades ago. We can quickly deliver the required spare components for both our latest machines and most of our older models. If we do not have the necessary part in stock and cannot produce or procure it quickly either, we can find another solution.
“For us, the most important thing is that our customers can continue production. That is why we even sometimes remove parts from ongoing orders or demonstration machines if necessary. Of course, we only do this if it would not jeopardise a delivery schedule for another machine”, says Marc Winden, Head of Order Processing & Shipping[MOU1] , as he explains the options for supplying urgently needed spare parts.
Tracking down the defective part
With over 15,000 different parts, we always have the majority of spare components for our machines in stock. The most important of these are of course those that are needed most frequently. We can also produce less frequently required spare parts to order, as well as parts for older machine models.
Usually, our customers can quickly identify the defective part themselves. This is thanks to the intensive operating, maintenance and safety training that all customers receive when commissioning the machines. This training also includes information about common spare parts. Operating manuals and spare parts list can also help track down the necessary components.
In some cases, however, finding out what the problem is and which specific parts need replacing is trickier. Our customer advisers can help identify the components in question so that the customer always receives the right spare part. This can be done on the phone with our customer service staff. All the customer needs to do is provide the machine type, machine number and sometimes a photo of the required part. Our service staff then identify the necessary spare parts using the machine’s parts lists. This is even possible for very old machines, as we still have the old lists. Sometimes, our field customer service staff can advise customers on site. They know the machines inside out and can quickly find the defective part.
To keep downtimes and waiting times to a minimum, all customers receive a standard spare parts offer for wearing parts, consumables and small components for their machine before it is even delivered. The customer can therefore order standard replacement parts with the machine so they have them on hand if necessary. This also reduces transport and customs costs.
Combining expert consultation with fast and reliable logistics
When plants and machinery are not in operation, the downtime costs are often high. Our fast reaction and delivery times mean that we can supply the necessary spare parts quickly anywhere in the world. Customers can order the parts they need by email, fax, post or phone. Upon receiving the order, our customer service technicians check the required part and clarify availability and delivery time. The actual delivery times depend on a range of factors. Parts in store can be shipped quickly and arrive within a few days. For parts that need to be produced, the delivery time depends on the number of individual production steps necessary, as well as the delivery schedule of the supplier in some cases.
In some circumstances, it may not be possible to deliver certain parts, particularly those that we do not produce ourselves. This can happen when a supplier is no longer in business or no longer provides the required component. In cases like these, we look for practical solutions. On older machines, for example, we simply replace the defective part with one that performs the same function. Mechanical parts can usually be replaced quite easily. When it comes to electrical components, the fast pace of development makes it difficult or even impossible to have spares constantly available. In this case, a retrofit could be a more sensible solution.
We constantly look to improve our processes and associated logistics to make life easier for our customers. But our customer service staff can do much more than just identify the parts they need. They can give tips on how to recognise worn parts early on and therefore prevent a sudden failure. Furthermore, they can also provide advice on stocking. Having consumables and wearing parts in stock in particular can be useful. Ordering on time can also minimise the risk of machine standstill. Alongside preventative maintenance, having the necessary parts to hand is an important part of preventing downtimes. That is why our customer service field staff show customers which parts they should have in stock for the next inspection even while the machine is being installed. This helps us keep our customers’ downtimes to a minimum.