Fairbanks Morse Taking Major Steps To Improve All Aspects Of Customer Services Worldwide

In a move to strengthen its entire parts and service organization and to coordinate all field service activities for Fairbanks Morse Opposed Piston and Colt-Pielstick engines, the Fairbanks Morse Engine Division of Colt Industries is undertaking a major restructuring designed to improve all aspects of customer services worldwide.

As part of the restructuring, present parts and service facilities are being upgraded and modernized with the latest state-of-theart equipment, and new centers are being added. In addition, a new centralized warehousing network is being developed to service all locations. At its Beloit facilities, a new training center has been completed to provide handson engine service training for Fairbanks Morse and customer personnel.

As one of the first steps in its external restructuring, a regional distribution warehouse was created in Reno, Nevada, and established as its Western Service Region Headquarters. The warehouse is designed to complement the existing service shop in Seattle and sales office in San Francisco with improved inventory control and distribution effectiveness.

The location was chosen as it is central to the region's major markets and can absorb expansion as additional service facilities are added. In addition, a new fuel injection overhaul facility has been located at Reno which provides complete fuel injection service with new and modern equipment. This will allow Fairbanks Morse to have complete rebuilt and exchange assemblies in all locations to complement its new parts inventory.

Typical of the modernization that is taking place in all Fairbanks Morse Service Centers is the recently completed move in Norfolk, Va. The center now has the capability to handle complete engine rebuilding. In addition, the center is computer integrated with the central warehouse in Beloit to quickly process requirements for special and made-to-order parts.

Recently completed in Beloit is the new training school designed to give Fairbanks Morse and customer service personnel the finest in training on all Opposed Piston and Pielstick engines.

According to Tim O'Sullivan, vice president and general manager of the parts and service operation, when completed the Fairbanks Morse service organization will be one of the finest organizations of its type available anywhere in the industry.

Supporting Mr. O'Sullivan in the reorganization are: Michael Peterson, manager of marketing who will develop and implement the marketing and sales programs planned for both the parts and service segments of the operation; Mark Parsons, manager of distribution, who has the responsibility for parts order service and inventory control for spare and renewal parts in all stocking locations. He also manages the present central parts distribution center in Beloit.

Tom Skinner, manager of product service, who is responsible for developing and implementing all product and technical service programs and Roger Brenneke, manager of training.

The business is divided into five regions, four in the United States and one for export to provide a focus on customer activities.

Through its new and revitalized parts and service organization it is Fairbanks Morse's aim to provide every Fairbanks Morse and Colt Pielstick engine owner with the optimum service that will minimize their downtime and assure the maximum return on their engine investment.

Circle 38 on Reader Service Card

Other stories from September 1984 issue


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