Customer care and service team
Over the last ten years Ness Wärmetechnik has become increasingly involved in customer support and this has been aided by the fact that its engineers have a technical background, which enables them to understand customers’ challenges. We take this gained knowledge and reinvest it in the development of new products. This type of knowledge reinvestment is shown in the high number of utility models and patents that the company has been granted in recent decades. Staff works with clients to design, develop and optimize new solutions to meet their plant’s requirements. Moreover, as experts in process heat, the company has ensured that its products are not only thermodynamically optimized, but are also highly efficient, have longevity, are safe, and are excellent heat transfer systems.
“One of our key products is the thermal oil heater. Thermal oil plants are used in almost all manufacturing industries largely because thermal oil has many compelling properties. The operation of such plants is possible up to temperatures of about 350°C without hardly any pressure and is extremely efficient. We are experts in this field,” says Mr. Ness.
Over the years NESS Wärmetechnik has built up an efficient service team that guarantees a smooth worldwide logistic transportation of products and spare parts, as well as the professional assembly and commissioning of equipment. In addition, the company also offers maintenance and repair service with regard to equipment. It generally looks upon service as forming the basis for a safe and efficient investment. “We value partnership and long-term cooperation,” says Mr. Ness “which is why we look after our clients throughout the lifecycle of their facility and help them with any challenges they might face.”
When it comes to supplying spare parts, sustainability is certainly high on NESS Wärmetechnik’s priority list. Their spare parts warehouse can be accessed worldwide at short notice via their 24-hour hotline manned by experienced service staff. In this way fi rst aid can also be offered in case of customer error. Company staff is able to help out customers in the shot-term, and ensure any production losses are minimalized since all important customers’ spare parts plants are kept in the warehouse at hand. Even if a part is not available, it can usually be procured at short notice through appropriate agreements with their suppliers.
Other services that are provided are: installation and commissioning, mandatary security checks, preventive system maintenance, and modernization and expansion. NESS has representatives around the world but the actual servicing is carried out from engineers who travel to the location from Remshalden. The staff is again fl exible, often staying up to a half year on location to ensure that the work being carried out is completed on time but also to the highest quality standards.
Another signifi cant factor is that NESS Wärmetechnik is able to deliver according to all recognized international standards and requirements, such as ASME, which gives customers confi dence in their abilities and competence.The company even has the appropriate statements and certifi cates available for products being delivered to Russia, White Russia, and Kazakhstan.
In recent years NESS Wärmetechnik has gained the skills to enable it to handle comparatively large projects – up to 6 million euros – into which they often integrate some very complex project management systems. These provide not only the data to track all stages of a project, but also to run several complicated projects in parallel.
Certainly two of the recent project highlights have been in California, and in China where permitted emissions from gas-ignited heaters are some of the lowest in the world – perhaps a third those in Europe – so developing a system to meet these needs is challenging to say the least. The results that NESS Wärmetechnik has achieved have not only met stringent government legislation in both regions with regard to emissions but have also helped to protect the environment, apart from being highly effi cient and cost-effective.
“As an organization we intend to remain lean exploiting our competitiveness through our well-structured processes, smart logistics, expertise, and fl exibility rather than expanding in physical numbers of staff. We will also continue to improve the effi ciency within our production processes. At the same time we want to ensure that all our data is digitalized and we will realize a paperfree working environment within the next two years.
We are also working hard to ensure that all digitalized systems are interconnected so that our staff has all its project information at its fi ngertips when working on our production or when dealing with our customers. In this way we will be able to have even closer contact with our customers and service them even better. It is part of our cycle of providing inspiring state-of-the-art solutions for our customers and having the ability of put them in place with great competence,” concludes Mr. Ness.