Service – A priority and culture at Masslift Africa
“We don’t necessarily want to be the market leader in volume in Southern Africa; we would rather be the market leader in service excellence and always be the supplier of choice for our customers.” "Here we recognise that to achieve the status of supplier of choice we have to be an employer of choice as it is our employees that deliver service excellence.”
At Masslift Africa we have a number of tailored service packages giving you the benefit of preferential rates and discounts outside of the norm, allowing you to budget and keep track of your expenses. Our service packages include:
Benefits of an AIM, 3 year Service Plan and a PMA (Preventative Maintenance Agreement)
- Guaranteed 4 hour breakdown response time or you don’t pay for the labour required
- Reduced labour rates
- 6 months warranty on all parts and labour (1 year/1500 hours on engine)
- 24 hours on call service seven days a week
- Reduced rental rates while your forklifts are under repair
- Improved trade-in values
- Servicing is carried out at correct intervals
- A comprehensive 63 point inspection report after each service
- Reduced maintenance costs
- Only genuine parts are used
- Maintenance costs can be budgeted
- Lengthens forklift life
- Keeps downtime to a minimum
AIM – ALL IN MAINTENANCE
The AIM offers you a fixed monthly maintenance cost based on hour utilization and term use and covers general repairs, services, spares, labour and travel, but excludes tyres, forks, traction batteries, chargers, fuel and any accident or abuse caused by improper use of the forklift.
3 YEAR SERVICE PLAN
The 3 year service plan is an upfront payment at the time of purchase which then covers all the services for 3 years or 5000 hours’ on your forklift thus ensuring that your forklift is serviced at the correct intervals minimizing premature component failure.
PMA – PREVENTATIVE MAINTENANCE AGREEMENT
The PMA provides very similar cover as the 3-year service plan but is charged out as and when your forklift needs to be serviced but it also offers you preferential rates and discounts on labour, travel time and parts, giving you the benefit of uptime at the lowest cost.
The question of service capabilities is more often than not a question that most customers will ask in the forklift industry. At Masslift Africa we welcome this question because what makes our answer different to the rest of our competitors is that the culture instilled in each one of our employees is that of service excellence.
The Service Excellence culture:
- Customers ease of doing business with Masslift Africa
- Problem resolution
- Availability and response
- Contract and fleet management
- Value for money- cost control and innovation.
At Masslift Africa we don’t just believe in service, we understand it and live it every day with our customers and staff. Masslift Africa is privately owned, which means that service issues are dealt with by highly motivated and skilled staff that have direct access to shareholders/directors so that no customer has to work through incompetent call centres and layers of junior and middle management. We believe this to be our major competitive advantage because, in the materials handling industry, service response & repair time is key. By sidestepping multi-layered organograms and red tape encountered in most corporates, decisions can be made instantly, reducing response time and customer frustration considerably.
We are committed to evolving and empowering our employees and are therefore constantly upgrading our local and international training programs in order to keep up with the high standards our customers have come to expect from us. We offer apprenticeship programs to pass on the knowledge and we look for potential growth and opportunity for those willing to learn and grow within the organization.
Our technicians are also equipped with all tools to get the job done as efficiently and effectively as possible. Our vehicles have also been modified to a suit our specifications, allowing our technicians to carry van stock that has been systematically chosen. This ensures quicker response times and minimal delay in getting machines operational. All vehicles are controlled and monitored through a fleet management system which keeps track of our technicians’ whereabouts and ensures that we dispatch the closest or soonest available technician.
This allows us to commit to a guaranteed 4 hours response time, which we back by offering our customer’s 50% off their monthly maintenance charge if that commitment is not met.
At the Masslift Africa workshop, we tend to the various work required by our customers. This includes all servicing, major repairs as well as any refurbishment of our customer’s current internal combustion and electric forklifts. We specialise in transmission overhauls, hydraulic systems, engine overhauls and upright repairs. We offer full re-sprays including any corporate colour requirements. We pride ourselves in the quality of our workmanship and would like you to put us to the test.