BlogCareer

In focus: customer service

Introducing our department

Hargassner’s headquarters in Austria is made up of many amazing people working in many different areas.
Not everyone has an insight into other teams, so we will regularly introduce you to one of our departments.
Markus Zeilinger (Division Manager CS) introduces the Customer Service department.

Hargassner Kundendienst Gruppenfoto | Hargassner

Mann repariert im Kundendienst eine Heizungsanlage | Hargassner

Hargassner Kundendienst | Servicetechniker unterwegs zu Kunden

Team strength and outstanding performance

In 2023, we have already been able to take on 25 additional employees, mainly service technicians. And we need them, because the team’s performance is remarkable. Together, we successfully completed 50,913 customer appointments in 2022. Around 80 % of these are planned appointments, such as maintenance (62 %), installation, commissioning and planned repairs. The remaining 20 % are on-calls, which usually require a repair to be carried out at very short notice, often on the same day. An important issue in equipment availability is the “first fix rate” for repairs. Thanks to the large number of spare parts that our service engineers carry in their vehicles and our very fast dispatch of spare parts, we are able to get more than 94 % of the boilers up and running again on the first visit.

Customer service day-to-day

In order to offer our customers the best possible service and to be able to react immediately in emergency situations, we are well positioned both in-house and in the field. The good cooperation between the technicians in the office and the service technicians in the respective areas in Austria and Germany is important. Beyond the borders of Austria, we support our dealers with training courses, telephone support and remote maintenance online and per e-mail.

Contact

The first point of contact for customers is our telephone support. Maintenance appointments, commissioning and technical information can be clarified over the phone. Often, our in-house technicians are able to rectify system faults over the phone. If not, an order is created and a service engineer comes to the customer’s site.

Our telephone support is available to customers during the week and, of course, there is always an on-call team for emergencies at weekends. We offer comprehensive technical support by phone and e-mail to our dealers around the world. Our service also includes the supply of spare parts. Whether you are an end user in Austria or one of our dealers in remote regions such as Chile, Canada (Yukon) or Japan, we are there for you.

Telephone helpline & support

Mann telefoniert mit Headset | Hargassner

Customer service excursion

We know that work should never come at the expense of fun, so this year’s Customer Service Outing is back. We are already looking forward to the fun and social time.

Versatile range of tasks

Put simply, the after-sales department takes care of everything that happens after the boiler has been purchased:

Installation
Commissioning
Service and maintenance
Troubleshooting
Technical support
Spare parts supply
Order processing/
billing of technical contracts

Special Benefit:
4-day week

Our short and long week model is also interesting. Every two weeks, our field service technicians have a 4-day week. This means they start a long weekend on Thursday and the following week is a ‘long’ week, meaning they also work 8 hours on Friday.

Facts CS/
After Sales

The department currently has a total of 214 staff.

CS in-house service: 38 people → Telephone support,
scheduling, administration, billing
Service Austria: 86 people
Service Germany: 46 people
Spare parts warehouse: 25 people → Order processing
Order processing, picking