Matt Cadnum, vice-president of Atlas Copco Construction Technique Service USA.
In mid-2011 Atlas Copco announced the creation of a dedicated service division for its newly formed construction technique business unit. At ARA/The Rental Show in New Orleans, the company announced that the new division became operational as of Jan. 1, 2012, and supplied more details about the structure and resources of the division in the United States.
According to the company, the construction service division is a more focused service organization serving the construction, demolition and road construction industries. It is believed that this focus will allow Atlas Copco Construction Service to be more responsive, agile and customer-centric.
“We want to be a next-generation service provider, not just a parts provider,” said Matt Cadnum, vice-president of Atlas Copco Construction Technique Service USA. “In fact, we want to be the leader in service in the entire construction industry.”
Cadnum outlined some of the resources that are in place to support that goal. In addition to a 24-hour tech support hotline and 14 existing Atlas Copco stores from coast to coast, the new division has opened five ISO 18001 certified refurbishment and service centers located in Santa Ana, Calif.; LaPorte, Texas; Independence, Ohio; Covington, Ga.; and a satellite hydraulic attachment shop in San Antonio, Texas. All offer refurbishment, repair service and field service, and are staffed with factory trained technicians.
“We want to provide the service the customer wants,” Cadnum added. “Some customers want to maintain and later resell their own equipment. In that case, we’re happy to supply on-time spare parts and technical advice. Other customers will want their equipment repaired in the field, or fully refurbished or rebuilt — we can do that. Or maybe the customer wants to trade in their used equipment on new or used Atlas Copco equipment, or they simply want to purchase used equipment from us. We now have a used equipment program that grades the used machine with from zero to five stars, from no warranty to a limited or even full warranty in the case of our Premium Used Equipment.”
The new division also will offer service training to customers and dealers.