7th service skill contest

Our group considers that raising the skill of service engineers, who directly deal with customers, is one of the important issues to raise customer satisfaction. As part of this, the Customer Support Division staged the 7th service skill contest at the Technical Training Center on July 25, 2008. In the contest this year, service engineers competed in showing off their skills on the theme of solving problems of engines that meet Tier 3 exhaust emission regulations. The competitors undertook three tests: a skills test where they were required to solve a problem in the hydraulic excavator ZX200-3, a test in reporting the completion of work to a customer, and a paper test.

Since the theme of the contest this year was an international issue, skilled service engineers selected by Hitachi Construction Machinery (Shanghai), Hitachi Construction Machinery (Europe), and Hitachi Construction Machinery Asia and Pacific, which are the companies responsible for their respective regions, competed in the contest together with service staff representing the East Japan Division and the West Japan Division, making the contest this year more international than the contest last year. In addition, a selected competitor participated from Hitachi Construction Machinery REC that was formed from many rental companies and now needs higher service capacity because of the RSS (rental, sales and services) collaboration system.

All competitors demonstrated their customer service skill and ability they had been enhancing. After rigorous assessment, Mr. Constant De Bruyn (nicknamed Stan), an experienced service employee from Luyckx, an agency in Belgium, won the prize of excellence and became the first winner living outside Japan.

We confirmed through the contest that the service support level of our group companies has been improving all over the world. So we will continue to hold the contest in order to increase customer satisfaction.

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