ThyssenKrupp Elevator

Helping hands. On demand.An overview of our service solutions

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Office

Hotel

Industrial / Special applications

Residential

HealthcareEducation

Public transportation

Shoppingcentres

Everything you need from a single source

Whether you’re involved with offices, residential buildings, airports, shopping malls or any of the many other building types where elevators and escalators are used, you want a service provider who can look after them all.

The same is true when you consider all the different types and makes of equipment commonly found in buildings today.

Ensuring their safe and reliable operation as well as preserving their long term value is the prime goal of our service effort.

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Global commitmentThyssenKrupp Elevator commits the full resources of the world’s most advanced maintenance organization to the service of your elevators and escalators. We call it TEAMService.

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Our approach to problem solving

We may be an engineering company, but we know that business is personal – and people matter. That’s why we put customer needs at the heart of our business.

Our business is driven by a global service strategy that orients our entire operating model around customers. Everything we do starts with listening to our customers, then we respond with tailored solutions to meet their needs.

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Always there to assist youWe are helpful – our people listen, then respond quickly with pro-active advice, allowing us and our customers to anticipate future challenges. We have an extensive network of Asia’s most helpful service experts who are always available to take your call when you need help – 24 hours a day, 365 days a year.

Smart solutions to everyday problemsWe are ingenious – the unique partnerships we form with our clients help us turn any challenge into a solution. Close working relationships with our service sales engineers and service technicians lead to the most suitable solutions for your needs – whatever the stage of your building’s life.

All things consideredWe are rigorous - in our attention to detail, advice on technical solutions and maintaining our products on-site. All our service staff are trained professionals doing a thorough job and ensuring customer satisfaction from the first to the last days of your building. Safety is our number one priority, which is why we won’t recommend anything before considering it to the last detail – we leave nothing to chance.

Service you can rely onWe are reliable – and strive to be responsive, whether we are communicating requests to the factory or arriving on-site to fix a rare breakdown. If you’re looking for a product for a new installation, or even a modernization approach, or just to carry out routine maintenance, we’re committed to delivering punctual, professional and timely responses at all times – wherever you are.

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Here are the people who keep our customers happy

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Call centre agents Whether you need to tell us that somebody is stuck in the lift or you have a question about reducing power consumption, help is just a call away 24 hours a day.

Service sales engineers Recruited for their technical background and customer-centric attitude, our service sales engineers, expertly assess your project’s needs and find the solution that best suits you.

Service techniciansAsia’s most helpful service experts are always on hand to keep your portfolio of equipment moving. Our young and dynamic service technicians are in tune with new technologies and are aware of the latest trends in lift and escalator technology.

Service supervisors Supervising our technicians’ work and always watching your portfolio of equipment makes these professionals irreplaceable. They are always prepared to help, will analyse your problem fast and steer their team of technicians to the best solution.

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Call Centre – there when you need usThyssenKrupp Elevator call centres operate 24 hours a day to help you whenever you need us. Our specially trained call centre agents quickly assess the status of your equipment and immediately inform the nearest technician to ensure you get help as soon as possible.

Adapting to your needsOur service technicians are trained to be sensitive to the needs of your building and to cause minimal disruption to its occupants.

User-friendly contracts We offer service packages based on a clear understanding of our customers’ needs. These service agreements are easy to understand so you can focus on selecting the right package to suit your requirements.

Spare parts catalogue We’ve created spare parts catalogues of most suppliers in the market. That’s how we ensure that we can maintain all of your equipment, regardless of the original supplier. Each catalogue contains a component overview as well as the general information you need to know when replacements are required.

Renew – Upgrade to a whole new levelYour elevators’ appearance, performance and safety are factors that can affect your building’s reputation. Whatever the age of your equipment, our Renew solutions offer building owners an effective way to keep their equipment up-to-date without the need for a full-scale modernisation.

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We support our customers pro-actively in order to go beyond their expectations

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Our call centre agents are the heart of our customer-centric service

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Rigorous

Paying close attention to detail and solving problems systematically – we are professional and pragmatic in all we do

Technical trainingOur technicians follow a training program throughout their career. The training is tailored to meet the different needs of our customers in different regions and is continuously updated. So our technicians always know how to find the most appropriate solution.

Supervisory trainingLooking beyond the purely technical needs of our customers, this training helps our service supervisors to keep their teams well prepared, managed and motivated so that nothing gets missed.

ToolingThe right tools for the right job. Every technician is equipped with the tools they needs to carry out high quality maintenance safely and to keep your equipment’s downtime to a minimum.

Work sites – nothing left behindOur work site motto of ‘No bolt left behind’ means we’ll clean up after ourselves and leave no trace that we were ever there, as if we were guests in your home.

Safety firstWe are committed to keeping people moving safely. That is why we train our technicians to work to the highest safety standards and to check all safety equipment on your elevators and escalators rigorously. Our goal is for everyone to return home safely each day.

AuditingEach year, we audit every unit we maintain for service quality and safety, taking action on any faulty equipment right away. This provides confirmation that we are living up to our own high standards.

All units that we take into service are given an 88-point health-check to find potential weak spots.

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Ingenious

We solve problems in original and inventive ways, always striving to be ahead of the curve

VisionOur field mobility solution, Vision, combines a phone, reference guide and diagnostic tool into a single hand-held device. It turns every one of our technicians into a specialist for your equipment. By making it possible to send reports from the work site, you can be kept up-to-date on the status of your equipment.

Getting to you fastKnowing where your faulty unit is and how close our technicians are to it, is key to providing the fastest response to your call. Our geospatial information system maps out this information to ensure our call centre coordinators notify the nearest technician every time.

Technical resource libraryIf our technicians have a technical question they can’t answer straight away, each of our branches has its own library of technical documents including diagrams, manuals and data for each elevator brand in the market.

ITS - International Technical ServicesThyssenKrupp Elevator provides every technician with global technical support, training and repair services through the ITS network. Using simulators and high-powered diagnostic tools, any fault on any other supplier’s equipment can be replicated, the problem diagnosed and the best solution identified.

VIP - Virtual Inventory PortalTo ensure your equipment get the parts it needs as soon as possible, we have combined the inventories across Asia Pacific into virtual warehouses. This gives us access anywhere in Asia not only to ThyssenKrupp Elevator spare parts, but also to third party equipment worth over US$20 million.

Training truckOur unique training truck helps us to deliver our SEED campus training programs more frequently to every service technician across our organisation, making our people smarter at handling your needs.

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By integrating a camera into our Vision tool, service technicians can better communicate which components require attention and how soon that might be, helping customers to plan their costs.

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Reliable

We execute customer requests to the same high standard every time in a responsive, punctual and timely manner.

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Prescriptive maintenanceA structured program of routine visits are carried out by our service technicians to monitor the status of components that most affect the safety and reliability of your equipment. But we go beyond that with our prescriptive maintenance program; a schedule of detailed pro-active checks on components that typically don’t get as much attention, to spot any potential safety or reliability issues long before they become a problem for you and your building’s occupants.

VIEW Ensuring that your elevators and escalators receive the systematic attention they need means tracking a lot of data. Our VIEW system stores this information and allows us to see in real time the performance of your units as well as of our technicians. Even our top management can see if a single unit requires special attention. VIEW handles every task from logging the initial customer call, to closing the case, to reporting our performance. Added to that, feedback from technicians through VIEW allows us to schedule other work that may be necessary in the near future or to offer an upgrade solution such as Renew.

SEED CampusJust as VIEW runs through our entire organisation, so too does our training philosophy. This means that not only our technicians get trained on how to deliver consistently high quality service, but also our call centre teams, supervisors and our management. In order to provide a high level of training to more than 10,000 employees across Asia Pacific, ThyssenKrupp Elevator has established a dedicated in-house campus, SEED, in Shanghai.

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Preventing problems before they occur is central to our prescriptive maintenance program.

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ThyssenKrupp Elevator AG Asia Pacific Office

7/F, Sun Hung Kai Centre, 30 Harbour Road Wanchai, Hong Kong

Phone: +852 3511 0688 Fax: +852 2524 8778

E-mail: contactus@tkeasia.com www.thyssenkrupp -elevator-ap.com