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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.

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.