New Holland has appointed a highly experienced new after sales business manager whose job it will be to oversee the essential area of after sales customer care in the field.
Rob Alker, who began as an engineer at New Holland in 1994, has since worked his way across the company and across the world, developing expertise over time.
Alker will be managing the after sales and service staff and ensuring that the network of New Holland dealers are all well equipped, well trained, motivated and geared up to providing the best possible backup for their customers.
Alker said: “Our main task is to make sure that we can close the loop for customers when they have a problem, so it can be efficiently and satisfactorily resolved. My team’s job is to make the process of getting the customer’s machine up and running easier. Sometimes it’s necessary to use all means necessary - we’ve been known to stop the production line, or send tractor parts by taxi. I see this job as one that helps to generate customer satisfaction.
“In my time at New Holland I’ve worked in different disciplines; in sales and in service. I began as a field service technician in the overseas department.
“Our dealerships have something to sell. They have the whole goods, the parts and the labour. But in our department it’s less tangible - our labour involves working to develop goodwill and good news, which in turn generates customer satisfaction which is an absolutely essential business tool for New Holland.”
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