KSM Kellerstrass

Doing “the next right thing” has become ingrained as part of the Kirby-Smith culture and nowhere does that philosophy manifest itself more than in its Product Support Division. With nearly 400 employees working from 13 locations, Kirby-Smith supports thousands of customers across five states and Division Vice President David Kellerstrass isn’t exaggerating when he explains that product support at the dealership “encompasses a lot.”

“There are a lot of moving parts in what we do,” Kellerstrass said, “and doing what’s right for the customer in every aspect is how we set ourselves apart, whether that’s in a repair situation, a parts transaction or just routine preventive maintenance on a piece of equipment.”

There are a lot of manufacturers today and many make comparable products, he added.

“So, customer service becomes the way to stand out,” he said. “Our goal is for our customers to know that they can rely on us for a rapid solution to their problem, and at a fair price.”

The Kellerstrass team supports customers from Pecos, Texas, to St. Louis, Mo., a distance of more than 1,000 mi. Still, he said, service requests receive a “first touch” within 24 hours in nearly every case.

There are 260 technicians — some in the shop, others in mobile service units — who answer parts questions and fill service needs for a range of products from skid steers to milling machines to all-terrain cranes.

While that all might seem daunting, technology makes their task more manageable than it would have been in the past.

“Technology is constantly evolving,” Kellerstrass said. “Komatsu provides us telematics data on machines that are equipped with it, so in many cases, we can make a diagnosis before arriving at the site.”

In other instances, he said, that same technology allows for a complete diagnosis over the phone.

Mapping technology makes coordinating the efforts of all those field reps and service trucks more manageable, according to Kellerstrass.

“Knowing the exact location of every tech and every truck allows us to dispatch them much more efficiently and that ultimately gives our customer a quicker response,” he said.

The latest in equipment and technology requires significant training and continuing education and Kirby-Smith is staffed with a highly prepared workforce. The company works closely with Oklahoma State University’s Institute of Technology in a new fast-track program that puts entry-level techs through an eight-week program to prepare them for the shop. The company also has a longer-term internship program for technicians, while also taking advantage of all training offered by their manufacturer partners.

Kirby-Smith’s “do the next right thing” culture, combined with its well trained and equipped personnel, leads directly to satisfied customers.

“The dedication of our team is impressive,” Kellerstrass said. “They work in difficult conditions — cold, wet, hot, rainy, muddy — and yet maintain a great customer-first attitude. They are dedicated to both the customer and to each other. They know we are about building relationships and that keeps bringing customers back to invest in the KirbySmith brands.” 

(All photos courtesy of KSM.)