The JUARISTI service department becomes an Independent Business Unit to keep improving their results.

JUARISTI keeps taking steps forward so that its services can be the most complete and effective in the industry. It is, certainly, the most important area of action in their new corporate strategy, where the most resources have been invested to ensure the success of the project. It is a job that has been under way for several years and that has culminated this year when the Service Unit was made an independent business area.

The maxims that guide the new strategy are summarised in the Business Angels philosophy. This approach is a way of understanding projects as an integral collaboration that strives to help customers optimise resources, ensure maximum productivity, anticipate possible risks and identify technical opportunities. With this philosophy, JUARISTI intends to cover all its customers’ needs in the projects.

Optimising the Service

To optimise the service, this year the company has optimised the service department by working on the JUARISTI Direct Service+ strategy, which includes a new definition of the services, individualised management for every project, assigning more resources, standardising processes, setting up new coordination methods and communication protocols and personalised customer service, etc.

The office that centralises the business unit at the JUARISTI headquarters has been reinforced so it can achieve more ambitious goals. It currently has five members. Led by unit director Nagore Apodaka, the area also has three other specialists: A project leader, an engineer in charge of defining protocols and standardising processes and a person in charge of personalised customer service and administrative duties.

The unit managers are currently working on expanding the support and commissioning team with in-house technicians and through agreements with partners on all five continents, with the goal of strengthening the international network. The intention of that is to give shape to a more efficient service that can guarantee rapid responses and improve customer experience in all phases of their relationship with JUARISTI. 

STRATEGIC MARKETS

1. Germany, linchpin of the new strategy

In this new strategy, which gives a lot of significance to internationalisation, the German Service Hub takes a leading role. Since its inauguration in 2017, the Erkelenz center has not stopped evolving in order to respond to the growing demand in the Central European market, where JUARISTI solutions have high popularity because of the large presence of demanding industries.

The German center currently has facilities equipped with latest generation resources for doing repairs and checks and resetting machines. The human team has not stopped growing and now has 14 specialists who provide services to more than 100 customers with JUARISTI machines in Germany. The team also provides services for neighbouring countries and support for commissioning new projects. The facilities also have a test bench for heads and a warehouse for delivering critical spares.

2. China, eyes on the future

Another major milestone in the global service strategy has been the inauguration of a new Service Hub in Wuxi, in eastern China. The facilities have five service technicians who provide services exclusively from Wuxi, including repairs, checks and retrofitting for customer’s machines.

JUARISTI China was created in November 2010. The growth of the Chinese market has kept pace since then and, currently, the company has more than thirty customers in the country. Among the customers in the Chinese market there are major producers in the wind energy sector, capital goods the military and defence industry and shipbuilding. In response to the growth forecasts, JUARISTI China expanded its commercial offices in 2016 and set up operations in a significant technology park in Shanghai.