3 minute read
AFTER SALES
from Seabreeze 2015/16
AFTER SALES
READY FOR THE CHALLENGE
THE SHENZHEN SERVICE CENTRE DEMONSTRATES HOW SIMPSON MARINE IMPLEMENTS ITS SERVICE PROMISE ACROSS THE ORGANISATION, HELPING OWNERS KEEP COSTS DOWN AND SATISFACTION HIGH
Away from the busy Shenzhen city centre is the attractive seaside town of Dameisha. The small marina may seem tranquil, but inside the Simpson Marine Service Centre, it is anything but. Service Technician Michael Zheng and the team never know quite what problem they’ll be asked to solve next, but solve it they must, often to extremely demanding deadlines.
Many yachts are berthed next to the service centre, but a phone call is all it takes to send Michael and his colleagues rushing off on a tour of Shenzhen’s yacht clubs to locate clients’ yachts and take care of whatever issues they may have.
Michael explained a bit to us about a typical callout, if any can be considered ‘typical’. The captain of an Azimut 64 reported a light in the salon would not turn on. Michael quickly located a problem with a device that regulates electric current on board. Ordinarily the next step would be to file a warranty report and have the supplier send a replacement part, which takes about a week. However, the next day the owner needed to use his yacht for a business meeting and entertaining guests.
Michael was able to come up with a solution on the spot. The captain was happy, the owner held his meetings and, a week later, the part arrived, providing a permanent fix.
84 “Our goal is to minimise the owner’s worries,” says Michael. “This is Simpson Marine’s concept of service. Not just here in Shenzhen, this is a principle we apply across the organisation. Our customers can expect the same level of service if they are in Taipei or in Thailand.”
All Simpson Marine service technicians, in every location, keep their skills up to date by attending classes from the manufacturers, both at the shipyards in Europe and through visiting technicians at our service locations.
LEARNING The systems on yachts are constantly evolving, so our technicians must keep themselves up to date in order to meet customer needs. As Michael puts it, “Now the largest yacht in Shenzhen is an Azimut 82. If one over 100 feet is sold here, how can we take care of it? We will have to learn the details of that particular vessel before it arrives.”
Simpson Marine service technical Andrew Fung helping commission a new arrival from the shipyard
Richard Raynes, China Service Manager (2nd on the Right) with Shenzhen service team
Yachts, Lagoon catamarans and CNB sailboats. They come in a wide range of sizes and all have different systems and methods of operation. Michael enjoys the hands on approach but realises the importance of proper training.
Dedicated staff at work
With 30 years of experience, Simpson Marine has developed the Simpson Marine Quality Assurance Program, which not only guarantees that the personnel are properly trained and certified in all aspects of their work, it also details policies and procedures designed to solve customer issues as quickly and efficiently as possible.
The Quality Assurance Program maintains detailed records of customer’s yachts. This way, wherever you are in Asia our local service center will have a complete history of your boat, helping them solve any problem you may have, so you can get back on the water as quickly as possible.
With 30 years of experience, Simpson Marine has developed the Simpson Marine Quality Assurance Program, which not only guarantees that the personnel are properly trained and certified in all aspects of their work, it also details policies and procedures designed to solve customer issues as quickly and efficiently as possible.
KEEPING THINGS SHIPSHAPE Any yacht is a significant outlay and every owner needs to know how to preserve that value by maintaining it in good condition. Michael and his fellow technicians can advise the owners and crew about basic maintenance on the yacht, and how to operate the boat safely and efficiently. This includes showing them how to perform regular checks, and providing suggested maintenance checklists for such things as A/C filters, safety equipment and oil levels in the engines and generators.
