Launched in November, we’ve begun consolidating our operations into a single-source information channel for both heavy and light duty customers. And one of our first major Power of One improvements is just about ready to go full throttle.
On March 26, we’re launching our new, consolidated technical support center—one that will be fully staffed by a team of engineers, technicians and master technicians who are equipped to answer your starter and alternator questions on any type of vehicle.
“Our goal is to provide the best customer experience possible,” says Clint Stohler, director of quality engineering. “Now, you can find all the answers to your technical questions in one place.”
Our expertise: Extensive and far-reaching
Over the past few months, our support teams have been cross-training each other
so they can answer a broad range of questions and guide customers through any electrical system troubleshooting issues they may encounter with heavy or light duty applications.
But Remy’s position as both an OEM and a remanufacturer is what Stohler believes makes the technical support we provide truly unique—and even more valuable.
“Many technical support centers have to wait for research from the OEM to be released before they’re able to answer certain customer inquiries. But here at Remy, our technical support teams are an integral part of the research. We have real-time information that allows us to better address questions,” he explains. “And, by having engineers on the team, we bring an expertise into product design that is distinctive as well.”
Your voice: Valuable input
Stohler doesn’t view the technical center as just a customer service hotline, however. Rather, he says it benefits the company as a whole.
“This is an important way we tap into the voice of the customer. As we help them with their questions, we learn from them, too. They provide valuable input, and we’re able to take that and share with our engineers and others involved in product development. We use this feedback as we develop innovative solutions on future products. It’s really a win-win for both of us.”