A day in the life of Roland Eggenschwiler
On his tour of the Glass Service Centre, Roland meets Martin Emch, which gives them both a chance to talk shop.
Visits such as the one here to see Erich Kaufmann and Priska Herwig in the JURA ‘Wynamatic’ service centre keep Roland’s days interesting and varied.
Although he is no longer in charge of them, Roland still keeps in close contact with apprentices such as Maël Distel.
tally transparent insight into the service we pro vide: they can come and experience first-hand how their JURA bean-to-cup coffee machine is serviced or repaired by one of our highly skilled employees in a modern working environment. They can talk directly to one of our specialists to find out more about the machine, and every customer also gets a service proposal with a fixed cost estimate, explaining to them exactly what work will be carried out on the machine. Our on-site experts can answer questions directly as well as passing on a few valuable tips. The customer is free to choose when they want to pick the machine up again – if they want to, they can get it back newly repaired or serviced in just two hours while they wait – giving them
time to enjoy the fascinating and unique ex perience for the senses that our JURAworld of Coffee provides. There is plenty of free parking available and for the younger visitors, there is a large outdoor play area as well as one inside with Playstation and Gameboys. My lads can hardly wait to come and visit me at work so that they can go to ‘Cino Land’ as it is called.
service factory – since 1996, our 72 employees involved in the service process have been work ing in interdisciplinary teams, playing a genuine role in all the processes and being encouraged to volunteer fresh ideas whenever they have them. Within a year of its introduction, our ex ceptional working model had won the Swiss Innovation Prize. The model dictates that there should be equal pay for equal work and a great deal of flexibility. And the best about it as far as our customers are concerned is that we can provide unique service without hidden or in creased costs.
11.00 am In the Glass Service Centre, I meet Martin Emch, head of the Service Coffee department. It never ceases to amaze me that his teams are so highly trained they average an incredible 120 repairs a day! Our qualified group work model must be playing a major part in the success of the
Roland Eggenschwiler ... ... has been with working at JURA since 2000. A qualified technical draughtsman and mechanic, he has been in charge of JURA Service Switzerland since January 2009. Previously at JURA he was head of apprentice training and handling exter- nal service centres. He is a father of three and during his spare time enjoys football, hiking and skiing or the occasional evening playing cards with friends.
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12.50 pm After polishing off a tasty snack in the JURAworld of Coffee, I head for one of our certified external service centres. Erich Kaufmann, who has been CEO of the authorised JURA service centre in Gränichen since 1993 with his life partner Priska Herwig are waiting for me in their well set-out specialist store which goes by the name of ‘Wynamatic’. I also really enjoy the contact I have with our authorized service centres: we take care of the comprehensive initial training and regular further updates for partners, who go through a very careful advance selection pro cess since they will be representing the JURA standard of quality to the outside world. This means they are always in a position to perform expert repairs on the entire range of JURA machines and to provide our customers with all the information they need. To enable us to remain close to our clients, we work across Switzerland with 64 authorized service centres as well as our own in-house service factory.