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Terex AWP Introduces One-Stop-Shop for Customer Support Services

Wed March 11, 2009 - National Edition
Construction Equipment Guide

Terex Aerial Work Platforms (AWP), a business segment of the Terex Corporation, has introduced a new one-stop-shop for customer support services: Genie 360º — A World of Service & Support. The Genie 360º collection of services encompasses refurbishing, used equipment, field and factory support, training, parts and warranties.

“Genie 360º is a complete collection of services, which take into account customer support equipment needs from a holistic approach — from beginning to end,” said Siva Balakrishnan, VP Global Services. “Our intention for Genie 360º is to clearly communicate our commitment to our customers by offering our fullest support at every turn. We have recently reorganized our structure and improved our processes and programs to better serve our customers.”

New Extended Service Protection Plan

Genie will now offer Terex Xtend extended service protection plans on its complete line of Genie booms, scissors and telehandlers. All U.S. customers now have the opportunity to purchase extended protection on these models. The extended service protection plan provides customers the opportunity to purchase one to four years of additional coverage.

“By offering our customers the option to purchase an extended service protection plan, we will be able to better meet the unique needs of our customers,” said Jeff Dunn, warranty manager, Terex AWP. “Overall, Terex Xtend will provide an additional level of security to our customers’ Genie equipment investments and help their equipment retain value.”

The extended service protection plan is available on products currently covered by the Genie standard 1-3-5 warranty. This standard boom, scissor and telehandler warrant provides one year of electrical and base machine coverage, three years of hydraulic components coverage and five years of structural coverage. The extended service protection plan allows customers to purchase a predefined amount of additional coverage, from one to four years, to enhance their period of coverage.

The extended protection period begins when the first standard warranty phase expires. For example, if a customer purchases a two year extension, the customer’s total coverage would be three years of electrical and base machine coverage, three years of hydraulic components coverage and five years of structural coverage. By purchasing a four year extension, the customer would have a complete five year protection on electrical and base machine, hydraulic and structural elements.

Customers should consult with the Genie sales representative if they wish to purchase an extended service protection plan. The plan may be purchased any time within one year of the initial equipment purchase. As with standard warranty claims, customers will be able to file claims online.

New Fleet Service Parts Program

Equipment parts for other manufacturers’ products will now be available for order in North America. Three hundred non-Genie parts will initially be available, with additional parts added each month. Parts for Genie aerial work platforms and Terex light towers and generators are available for order via the online Serial Number Smart Parts Lookup System. Newly added parts for competitor products will be available on the parts page of the Genie Web site. Orders also may be submitted by fax or phone.

“The addition of other manufacturers’ parts to our current parts system provides our customers with the convenience of one location to fulfill all of their fleet part needs,” said Dave Schille, director of parts and warranty, Terex AWP. “Competitive parts coupled with a mid-ninety percent fill rate, and our experienced, dedicated staff, provide our dealers with a full-service parts solution.”

New Customer Care Center

Genie has recently reorganized its customer service teams to create a North American Customer Care Center of Excellence.

New West Coast Refurbishment Facility

Recently announced in early ’09, Terex AWP has acquired a refurbishment facility in Modesto, Calif. This acquisition is integral to the company’s strategy of continuing growth and delivering value-added services for customers. The facility will cater to all customers with refurbishing and reconditioning needs of Genie aerial equipment, and at a later date, Terex equipment.

Used Equipment Financing Options

As it does with new Genie and Terex equipment, Terex Financial Services will provide financing options for used equipment. These programs are specifically tailored for used equipment acquisition and will assist customers in managing their fleet needs.

“Genie 360º will eventually bring all of our first-class offerings together worldwide, providing us a way to easily introduce future programs to meet our customers’ growing needs. We are very passionate about developing the company in this direction, and will offer additional programs in the future,” said Balakrishnan.

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