Based in Germany, Takamaz Machinery Europe GmbH (hereinafter referred to as Takamaz Machinery EU) provides precision CNC lathes of Japanese quality to Italy, France, Spain, the UK and other European countries. For this interview, we spoke with two Japanese staff members who provide meticulous response for customer support.
From order receipt to machine delivery - always thinking ahead and responding flexibly
Ms. Fumina Kobayashi, a sales assistant, is in charge of the overall procedure from receiving an order for a machine to delivering it to the customer's site.
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“When I work, I try to envision multiple possible patterns, including the worst-case scenario. By doing so, I try to be able to respond flexibly to various situations.” (Ms. Kobayashi). |
By always thinking ahead, we are able to build a relationship of trust with our customers.
＜The main duties of a sales assistant>
・ Management and exchange of order forms
・ Machine delivery request
・ Document management related to shipping
・ Coordination with agents (dealers) for machine delivery
・ Responding to questions from customers
・ Liaison and coordination between customers and head office in Japan
Parts procurement and trouble-shooting support - Facing issues flexibly and sincerely
Ms. Mai Okubo is in charge of parts-related support and in case of trouble.
Mai Okubo is in charge of parts and trouble support.
She provides support when parts attached to a machine are broken and need to be replaced or when trouble occurs, with consultation from customers such as "parts are broken" or "data input to the machine is not working properly".
Depending on how the machine is used, the parts that break and the nature of the trouble may vary.
She will ask about the customer's situation with utmost care and provide support until problem solving while coordinating with the Japanese head office as necessary.
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"There are many difficult issues, but both our Japanese head office and European subsidiary have a strong desire to meet the needs of our customers and solve their problems.” (Ms. Okubo) |
＜The main duties of a parts procurement＞
・ Parts sales (spare parts)
・ Ask and understand the details of troubles
・ Liaison and coordination between agents (dealers) and the service department of the head office in Japan
The strengths of Takamaz Machinery EU, where Japanese staff are stationed
For users of machine tools, not only the performance of the machine itself, but also the post-purchase support and service from the manufacturer are important factors. At Takamaz Machinery EU, in addition to sales, sales support, parts procurement, etc., are handled by Japanese staff, which enable the company to provide not only high- quality products but also high-quality service.
＜The Strengths of Takamaz Machinery EU＞
Unique to Japanese people ...
✓ Quick response and reply
✓ Flexibility and meticulous support
✓ Communicate closely and eliminate customer anxiety as much as possible
▲ From left to right: Ms. Okubo - Takamaz EU; Mr. Ikeda - Chief of Overseas Support Division at Head Office/Takamatsu Machinery Industry; Ms. Kobayashi - Takamaz EU
