By Ciaran Warner
For the international industrial manufacturing company Atlas Copco, sustainability and reliability are the key aspects of their service, and are among the many reasons the company has become an internationally known and respected brand.
Aptly named for the titan who held the world on his shoulders, Atlas Copco are a giant in their field, supporting demand the world over for industrial tools and solutions in over ninety countries worldwide. Air compressors, industrial gas, construction equipment, assembly systems and much, much more – all are part and parcel of the products and services offered by this leading company, which has been in New Zealand for over seventy years.
The company itself originated from, and is based in, Sweden, but its operations and manufacturing now take place in a long list of major countries, including Germany, the United States, India, China, and New Zealand.
Brian Jack, CTS Aftermarket Sales of Atlas Copco’s Hamilton branch, says that regular upgrades and maintenance, good communication, and long-term sustainability are the most crucial aspects of the work they do.
With a background in automotive engineering and nine years behind the wheel of Atlas Copco’s Hamilton branch, Brian is well-equipped to ensure Atlas Copco meets the high standards of the many Waikato-based industries it supplies.
“Our brand is excellent, with equipment made to a very high standard, and many of our customers are very loyal,” Brian says.
He describes the various departments within Atlas Copco as links in a strong chain, with customer service remaining a priority in every step of the process.
“When we receive a telephone enquiry, it gets passed along to the parts department, meaning we work very closely on that. The company sells the first piece of equipment, but it’s the service that will keep the customer coming back to us,” Brian says.
“Our engineers are a huge point of pride for us – we’ve got machines that have been out there for over 40 years, and we’ve kept them running every step of the way.”
The first step is the customer’s initial order, giving Brain the chance to put himself in their shoes and ensure the quality of the equipment and solutions provided by Atlas Copco is matched by the quality of their customer service.
“With new and existing customers, you think, what if it was me on the other end of the phone? How would I like to be engaged? Communication is key, adaptability, moving with the times.” Brian says.
The next step is ensuring the customers needs can be met, at which point the order passes to the team who work tirelessly behind the scenes to ensure the high standards of the company are maintained.
“We have three engineers working out of our Hamilton branch, but we have branches throughout the country – we range as far afield as Whakatane, Taupo, Wairakei in the Waikato region alone.”
As Atlas Copco has many different divisions, such as capital sales, service, engineers, planners and more, Brain says that communication and effective networking is key.
“We make it a good experience for the customer, and really emphasize giving them our time and attention, because they give us a lot in return.”
As a company that provides the necessary equipment for a wide range of industries, Brian is well aware of Atlas Copco’s responsibility to its customers in terms of equipment sustainability.
“For instance, an air compressor is an essential piece of equipment, critical to hospitals, medical centres, labs, and so on. If the compressor goes down, it’s hundreds of dollars’ worth of downtime per minute,” Brian says.
“We focus on rollover service - we need to be looking ahead, make sure we think long-term and put the right scope into our plans.”
The Hamilton branch is ideally placed, with the location central to the Waikato region. However, Atlas Copco are well-equipped to tackle challenges much further afield.
“Our clients in New Zealand have very specific requirements, which keeps things new and different - Rotorua for instance, the natural gasses present there erode materials such as copper and brass, so we have to take specific measures to circumvent that.”
But in the end, Brian says, working for a company like Atlas Copco is its own reward.
“The brand is huge – everyone knows an Atlas Copco machine, we’ve been around for ever. Everyone knows the brand, everyone knows the images, everyone compares themselves to us,” Brian says.
It’s nice to know you’re working for a leader – the clients know you’re the best, it’s good to represent the company and maintain the high standard of service, makes the relationships much more valuable.”
About Atlas Copco:
Based in Stockholm, Sweden, Atlas Copco provides efficient and innovative industrial equipment, with over 40, 000 employees and customers in over 180 countries. With a vision of “First in Mind, First in Choice,” Atlas Copco have become internationally renowned for the safety, sustainability and durability of the many different solutions and innovations they provide. Their products and services include compressors, vacuum solutions and air treatment systems, construction and mining equipment, power tools, assembly systems, and more.
Phone: 0274 587 724