Terex Lifting president Fil Filipov has admitted a weakness that rivals have long recognised: customer service and product support.
“We recognise a need to improve our performance and service to our customers,” he said in a 22 March statement.
Deciding that a price-led marketing strategy is no longer enough, Filipov has set up a task force “to plan and expedite the implementation of new and provocative ways for improvement”. The team comprises: Edward Samera (responsible for product quality), Uri Toudjarov (repair parts and technical support), Howard Lyndon (warranty), and Norman Hargreaves (parts books and manuals).
In a related development, Uri Toudjarov has been named manager, product support, reporting to Samera, who is VP, quality and product support.
“By developing and then rigorously pursuing a results-oriented action plan throughout Terex Lifting operations, we expect to rank at the top of our industry in terms of providing its best level of customer satisfaction,” Filipov said.
