Terex Aerial Work Platforms, a business segment of the Terex Corp., last week introduced a new one-stop-shop for customer support services: Genie 360° - A World of Service & Support. The new program kicks off along with a more robust and comprehensive offering of customer support services at a time when many companies are working to preserve their aging fleets. The Genie 360° collection of services encompasses refurbishing, used equipment, field and factory support, training, parts and warranties.
“Genie 360° is a complete collection of services which take into account customer support equipment needs from a holistic approach – from beginning to end,” said Siva Balakrishnan, vice president of Global Services. “Our intention for Genie 360° is to clearly communicate our commitment to our customers by offering our fullest support at every turn. We have recently reorganized our structure and improved our processes and programs to better serve our customers.”
New additions to Genie’s customer support offerings in North America include:
• New extended service protection plan
Genie will now offer Terex Xtend extended service protection plans on its complete line of Genie booms, scissors and telehandlers. All U.S. customers now have the opportunity to purchase extended protection for these models. The extended service protection plan provides customers the opportunity to purchase one to four years of additional coverage.
• New fleet service parts program
Equipment parts for other manufacturers’ products will now be available for order in North America. Three hundred non-Genie parts will initially be available, with additional parts added each month. Parts for Genie aerial work platforms and Terex light towers and generators are available for order via the online Serial Number Smart Parts Lookup System at www.genieindustries.com. Newly added parts for competitor products will be available on the parts page of the Genie website at www.gogenielift.com. Orders may also be submitted by fax or phone.
• New customer care center
Genie has recently reorganized its customer service teams to create a North American Customer Care Center of Excellence. Genie will be better able to drive innovation, quality, systems and process improvement to achieve a best-in-class customer experience.
• New West Coast refurbishment facility
Recently announced in early 2009, Terex AWP has acquired a refurbishment facility in Modesto, Calif. This acquisition is integral to the company’s strategy of continuing growth and delivering value-added services for customers. The facility will cater to all customers with refurbishing and reconditioning needs of Genie aerial equipment, and at a later date, Terex equipment.
• Used equipment financing options
Terex Financial Services will provide financing options for used equipment. These programs are specifically tailored for used equipment acquisition and will provide competitive rates to assist customers in managing their fleet needs.
“Genie 360° will eventually bring all of our first-class offerings together worldwide, providing us a way to easily introduce future programs to meet our customers’ growing needs,” said Balakrishnan. “We are very passionate about developing the company in this direction, and will offer additional programs in the future.”
Redmond, Wash.-based Terex Corp. is a diversified global manufacturer with 2008 net sales of $9.9 billion. Terex operates in four business segments: Terex Aerial Work Platforms, Terex Construction, Terex Cranes and Terex Materials Processing & Mining. More information on Terex can be found at www.terex.com.