Due to high investment volumes, industrial customers attach great importance to comprehensive after-sales service, as this helps to reduce overall operating costs, increase productivity and strengthen confidence in the machine supplier.
Franz Fuchsluger and his team offer competent support to ensure that our customers' concerns are resolved quickly and reliably - whether for service calls or repair requirements.
Find out more about Franz Fuchsluger's multifaceted role as After Sales Manager and Chairman of the Works Council and how he ensures that our service impresses you every day.
Franz, you have undergone an impressive development in your professional life, starting as an industrial mechanic, moving on to manage the IFE Test Center and finally becoming responsible for the entire After Sales area.
Please start by giving us an overview of the chronological sequence of your professional development at IFE.
Franz Fuchsluger: It's been thirty-six years now! I joined the company in November 1988 and initially worked both in machine construction and as a service technician. Thanks to my apprenticeship as an industrial mechanic, I was able to develop a deep understanding of how IFE machines work. This expertise enabled me to carry out numerous customer training courses worldwide. I worked in this role until 2003. I then decided to move to the office to coordinate the service calls of the service technicians from our site as team leader. From 2005 to 2017, I also held the position of the Head of the IFE Test Center to be directly involved in the further development of our technologies. In 2017, I took over responsibility for the After Sales division, where I can fully utilize my wealth of experience from the development of IFE machines to their servicing.
Please outline how After Sales service is structured at IFE and what role you play in particular.
Franz Fuchsluger: Our after-sales service begins after the warranty has expired. During the warranty period, the respective project manager remains responsible for the order.
IFE After Sales comprises three main areas: Maintenance/Service, Spare Parts and Repairs.
I coordinate maintenance and service orders from start to finish, from clarifying the order and preparing the quotation to organizing the service staff and the subsequent invoicing and documentation.
The provision and realisation of spare parts quotations is carried out by my team members based in the sales department. I am available to provide support if required.
I am also responsible for handling our repair service. This includes clarification and diagnosis, organizing the collection and acceptance of the machines or parts to be repaired, assigning personnel and invoicing the repair.
How do you ensure that your team remains effective and at the cutting edge of technology in an often urgent environment?
Franz Fuchsluger: In such an environment, it is crucial that I act as a calming influence for my team and am capable of flexible and sometimes unconventional solutions. It is also my responsibility to ensure that my employees are up to date with the latest technology. I achieve this through continuous training.
When machine damage is reported, perhaps even from the other side of the world – given IFE's global presence – how do you deal with it?
Franz Fuchsluger: In such situations, it is crucial to convey calm and clarity to the customer and to take a close look at the situation. My long-standing years of experience show me which questions I need to ask to assess the situation correctly. I obtain all the necessary information about the machine concerned, including a precise description of the issue. With this information, I can often discuss initial solutions over the phone. I then check with the customer which spare parts are available on site and whether the required tools are available. It is particularly important to clarify whether we can get local support staff for the repair and tools to the site. And then I can get on with the repair quickly.
I also benefit from a motivated network of experienced IFE representatives who contact me and my team immediately if necessary. This also ensures communication in different languages.
The rapid availability of spare parts and personalized support are therefore key features of IFE After Sales Service. Are there other aspects that our customers can rely on?
Franz Fuchsluger: IFE stands for clear guarantees and service agreements. This means that our customers know exactly what they can expect and what services they will receive from us. This creates trust and helps our customers feel well looked after and know that we stand behind our machines and services.
You are also the chairman of the IFE works council - how did that come about?
Franz Fuchsluger: I have been involved in the organization of various events within the company for over 11 years. This experience and my commitment to the interests of the workforce ultimately led to me being appointed as a member of the works council. Over the years, I have taken on more responsibility and am now Chairman of the Works Council.
You definitely don't shy away from professional challenges. Does that also apply to your leisure activities?
Franz Fuchsluger: Absolutely :-) When running and cycling, I'm drawn to the highest peaks in my home region of Mostviertel, where I appreciate the physical exercise and the magnificent views. I also enjoy the speed and adrenaline of skiing. But I equally value relaxing activities such as gardening, collecting mushrooms or smoking fish. And my favorite thing to do is share these moments with my wife and my two now grown-up children in the garden at home.
When you think about the future, what developments do you see in After Sales over the next few years?
Franz Fuchsluger: Continuous, automated machine monitoring is undoubtedly the future. With the new i-STEP product line, we have found an answer to this development that will greatly enhance and facilitate our work in the future.
And what is your current conclusion about your work?
Franz Fuchsluger: Overall, my position at IFE is challenging and comprehensive. It requires a wide range of skills. Nevertheless, it is an extremely fulfilling task, as you have a direct influence on customer satisfaction and help to make the company successful. Working as a works council member also gives me the opportunity to actively influence working conditions and the working atmosphere and to grow both professionally and personally.