Page 50: of Maritime Reporter Magazine (June 1998)

Special Advertising Section

Mackay's World Me Department: Local sendee on a global scale

Since John Mackay and his partner,

James Bennett, constructed two transatlantic cables in 1884, Mackay

Marine has evolved with the maritime and communications industry. When technology breakthroughs during

World War I unveiled radio as a viable means to communication with ships,

Mackay was making air waves. And when the world was introduced to com- munication via satellite, Mackay was at the forefront of this bold wireless revo- lution. Consistently, Mackay has proven its leadership - defining, hon- ing, and improving communication system reliability at sea.

Today Mackay is at the forefront in serving the growing marine equipment and communication business. With its

World Service Centre in Houston,

Texas, Mackay is charting new courses in customer service at sea. The World

Service Centre was created to meet the growing need for quality managed ser- vice on a global scale. The center rep- resents the newest commitment and extension to the company's extensive world-wide service network to provide equipment, equipment repair, installa- tion, and airtime to its customers.

According to Francis Neary, Mackay

President, the goal of the World Service organization is to, "provide quality ser- vice for both overseas and domestic clients through one central coordina- tion location. We have a strong edge in achieving our objectives because we have an existing network of foreign and domestic service depots that deliver reliable work. In fact, I'd say Mackay

Marine does it better than anyone oper- ating a maritime service business today." Mackay augments its global service effort with its unique TEAM approach. TEAM stands for the

Technical Electronic Administrative

Management program, pioneered by

Mackay service experts and their worldwide customers. TEAM removes the burden of scheduling and coordi- nating repairs of ship's electronics equipment from the ship owner or man- ager. Mackay TEAM members take on the repair responsibilities for the com- plete maritime electronics package including engine room equipment. "It's a value-add service that surpasses anything out there today," Mackay's

Gulf Regional Service Manager,

Steven Colburn, stated.

When Mackay claims extensive, comprehensive service features, they mean it. Some of the features available include: • Single point of contact for world-wide service coordination • Experienced technical support staff available on a round-the-clock basis • 24-hour per day availability, 7-days per week via phone, fax, telex and e- mail • Confirmation of attendance and noti- fication when repairs are satisfactorily completed • Notification of trouble prone equip- ment and advice on repair or replace- ment options • All invoices reviewed by technical staff for accuracy and correctness prior to payment • Complete database of repair history maintained by vessel, fleet, and type of equipment • Vessel equipment condition surveys and reports • Annual survey and renewal of

SOLAS and GMDSS certificates • Regulatory compliance advice and updates • Complete communications and navi- gation packages • Representation by major marine elec- tronics manufacturers • Extensive inventory of spare parts stocked for immediate dispatch • The latest diagnostic equipment to solve customer problems • A computer information system specifically designed to provide the necessary data to make informed replacement decisions and reduce repair time

One of the cornerstones of the

Mackay service offering is its state-of- the-art, continually updated, cost track- ing system. Gulf Regional Manager,

Steven Colburn, stresses that, "Mackay will analyze and track associated costs whether it's for equipment under war- ranty sold by Mackay or equipment purchased from another provider. In terms of cost, our customers will know the who, what, when, and where of every single service job."

Mackay's World Service depart- ment, of which the Service Centre is a part, is staffed with experienced marine service engineers who have years of field service experience. Not only that, these marine experts have completed

MACKAY WORLD SERVICE

TEAM PROGRAM

Example of distribution of costs by equipment 24% 12% 10% 13% 13 CM RADAR 110 CM

RADAR

I GMDSS

I SAT A OR B

O GPS

IGYRO/AP

FOR PERIOD 7/1/97 THRU 12/31/97

MACKAY WORLD SERVICE

TEAM PROGRAM

Example of actual costs by equipment • 3 CM RADAR • 10 CM RADAR m GMDSS

IS SAT A OR B • GPS • GYRO/AP

FOR PERIOD 7/1/97 THRU 12/31/97 the company's rigorous factory training seminars on products ranging from

GMDSS to Inmarsat B satcom. All

Mackay service is conducted under the supervision and direction of these engi- neers to ensure quality work, respon- sive turn-around, and competitive pric- ing. World Service Centre customers would all agree that competitive advan- tage is the greatest benefit of having

Mackay on board. One customer, a large European ship management com- pany, has been with World Service for more than a year and is so thrilled with the benefits that they are contracting for more of their ships to be included in the program. This level of customer satisfaction is a result of Mackay's comprehensive service program and seasoned support team which offer far more advantages and resources than were possible from a single crew mem- ber. Global capability that makes the customer think it's local. That's the underlying rule for Mackay Marine's

World Service Centre.

Mackay is a world leader in the installation of marine and offshore electronic equipment and offers a com- prehensive line of innovative products and services. For more information, contact Mackay inside the U.S. at 1- 888-361-8532, outside the U.S. at 1- 713-644-3788, by telex at 4612018MACKAY, or by e-mail at ser- vice @ mackaymarine.com

Circle 194 on Reader Service Card