An essential mission

Guillemin's after-sales service combines two complementary areas of expertise: the in-house technician, responsible for estimating, selling components, and managing repairs, and the field technician, who handles installation, user training, and on-site interventions. Together, they ensure the machines operate properly, over time, and with a high level of reliability.

Technicians work on all Guillemin machines, whether standard or special. The most common interventions follow a logical order:

• Installation and user training for new machines,
• Preventive maintenance, often planned during strategic periods to limit the impact on customer production,
• Curative maintenance, for emergency repairs, sometimes in difficult accessibility conditions.

A direct contribution to innovation

Each intervention is the subject of a detailed report. This feedback allows the mechanical design office (BEM) to make improvements to future machines. Observations gathered from customers also enrich technological monitoring. Finally, the after-sales service often suggests adapting tools rather than replacing the machine, thus offering an innovative and cost-effective solution.

Everyday technical challenges

After-sales service interventions often address real technical challenges: limited accessibility, lack of space, or complex working conditions sometimes lengthen operations considerably. Added to this is remote support, which consists of listening to the customer, helping them identify the cause of a breakdown, and quickly providing quotes, parts, and solutions to restart production as quickly as possible.

Customer satisfaction as a driving force

Whether it's helping a customer urgently restart their equipment with remote assistance and express parts delivery, or getting an old machine that was thought to be obsolete back up and running, the goal remains the same: to offer a fast, efficient, and tailored solution. These successes reinforce the confidence of customers, who come back to Guillemin for their future projects, whether it's new machines or spare parts.

Close internal collaboration

The after-sales service works hand in hand with all of the company's departments to ensure maximum efficiency. This cooperation allows us to leverage the specialized skills of each department and ensure comprehensive management of issues encountered in the field.

Ambitions for the future

To support Guillemin's growth, the after-sales service division aims to strengthen its digital tools to improve direct customer support and continue to benefit from the design office's expertise, particularly in the fields of automation and robotics. The goal is clear: to offer ever-increasing responsiveness, availability, and performance.

A rich and educational profession

After-sales service is distinguished by the breadth of its interventions, the diversity of its technical challenges, and its proximity to varied customer environments. It's also a sector that requires strong human qualities (listening skills, tact, curiosity) in addition to solid technical skills. As the team summarizes: "You have to know how to ask the right questions, be a good listener, but also learn from others and from each experience."