↗ In recent years, Zimmermann ↗ What do you think makes increasingly invested in expanding a global service network. Why is service so essential for the company’s future? Frieder: Our customers manufacture at the highest performance standards, where downtime or delays are simply not an option. That’s why we aim to be on site quickly and resolve issues – ideally before they occur. Service is no longer a ‘secondary function,’ but a strategic driver of success. ↗ Christian, you’ve overseen global service for the past two years. How are you and your team putting this into practice in your daily operations? Christian: Clearly, proximity is key. Our machines are in operation all over the world, Japan, India, the USA, and Scandinavia, and we aim to provide competent points of contact in all these places. Neuhausen is the heart of our service operations, where everything is managed and coordinated. We are building a service network that responds quickly, but also acts proactively. In addition to repair and maintenance, today’s service includes retrofits, modernization, digital support, process consulting, and training. Service has long since become a core element of our customer relationships. TECH-TALK CHRISTIAN FRIEDRICH .MAG “WE GET IMMEDIATE RESPONSES, NOT IN ITALIAN OR CHINESE, BUT IN CASE OF DOUBT, EVEN IN SWABIAN.” Maximilian Lörzel Managing Director, SCHRÖTER Modell- und Formenbau GmbH “I HAVE ALWAYS HAD EXCELLENT EXPERIENCES WITH THE SERVICE. RESPONSE TIMES ARE QUICK, AND THE STAFF ARE FRIENDLY, KNOWLEDGEABLE, AND FOCUSED ON FINDING SOLUTIONS.” Michael Hilpert Managing Director, Formbar AG 07 Zimmermann’s service stand out? Christian: All our service staff are experts in their field. They know the machines inside and out and face new challenges every day. This applies to both our call-center staff and the technicians on site. We do not just act as a “service provider,” but as a technical partner who develops solutions and optimizes processes. It is important to us that the customer feels understood, not just supported. And when all else fails, I personally get on a plane and work together with the customer to find a pragmatic solution on site. ↗ How important is local proximity for a globally operating company? Frieder: Extremely important. Mechanical engineering is a global business, but service is always local. Every market operates differently, and every customer has unique require- ments. By understanding these and responding accordingly, trust ca be built. And trust is the foundation for every successful partnership. That is precisely why we invest in local service partners, training, and knowledge transfer. ↗ What’s next? How will service ↗ To wrap up: What do you wish for in the future? Christian: That we continue on our path consistently: With passion, competence, and a team spirit. Every service operation is a promise, and we want our customers to feel that they can rely on Zimmermann. Frieder: I couldn’t agree more. Our goal is to be the one partner worldwide that people trust, because they know: Zimmermann is present whenever it matters. develop in the coming years? Christian: The reactive service business will remain our core task in the future. Topics such as condition-based maintenance, remote support, and data analysis will become increasingly important. At the same time, experience, intuition, and strong communication skills are required. Our challenge is to combine both: a high-tech and a hands-on mentality. Frieder: Service business our opportunity to further differentiate ourselves in the global competitive environment. We don’t just deliver machines; we provide solutions across their entire lifecycle. This is our understanding of responsibility toward the customer.