Focus on technology and after-sales service

Since its establishment in 2007, MT-Service has earned an enviable reputation among its customers as a company specializing in machine tools for metalworking. The company has developed the concept of after-sales service in all its practical aspects, with one goal: the complete and long-term satisfaction of the partner customer. Otakar Ungerman, the general manager, and Jo Van Overwalle, the founder and current managing director, outline the philosophy that underlies their approach and undoubtedly contributes to a lasting and enriching relationship with their customers.

Reverse approach 

To understand MT-Service's approach, we need to reverse the usual commercial approach. In the traditional approach, the customer contacts his supplier to buy a machine, the supplier sends a representative, and the technical service only acts afterwards for commissioning and training. MT-Service reverses the process. 

"We focus mainly on technology and service. We first make sure we have the right machine in our program to meet customer needs and requirements. Only when the technical criteria are met does the commercial aspect - sales - come into play. It is no coincidence that the word service appears in the company name," Jo Van Overwalle emphasizes. 

Otakar Ungerman adds, "We don't have salesmen in the strict sense of the word; our six technicians are our ambassadors to the customers. And their work is highly appreciated. Jo and I take on the role of salespeople for new machine purchases."

With the help of a close-knit and experienced team of twelve people, MT Service can boast of having weathered the two recent crisis years well and achieved a stable turnover. As already mentioned, most activities are related to the sale, commissioning and after-sales service in the broadest sense of the word of machine tools for metalworking. Activities are organized around four core areas: repairs of all brands, maintenance and overhaul, installation and training. The technical department has more than 25 years of experience and closely follows technical developments, particularly through in-house training.  

Service squared

There is no need to confirm that the current economic situation is at least complicated. And in this context, an SME will try to keep its machinery operational for as long as possible. MT-Service offers a free hotline to ensure that the problem is solved quickly. The technical team can then intervene remotely or, if necessary, come on site to make the necessary repairs. "We know our customers and our machines inside out, we are always ready to listen to them and do everything possible to solve any complicated situation. For example, we often still work on machines that have been in service for more than thirty years, we can work on the oldest to the newest CNCs and implement solutions that prevent costly replacement. And because we have a special relationship with our customers, I am often asked to give my opinion on the possible purchase of a used machine from another supplier. This is also part of our service and is very much appreciated," said Jo Van Overwalle.

Otakar Ungerman adds, "The feedback from customers is very positive. And that makes word of mouth work. We don't advertise, don't do marketing; our customers are our best advisors. It is not unusual for us to do repairs in France, in Toulouse or Marseille, which is more than 1,000 kilometers away. That is the best proof that our technical skills are recognized and sought after."

Flexibility and responsiveness

Jo Van Overwalle adds: "Our service concept goes even further. We also take care of the internal relocation of new or used machines at the customer's premises, and their dismantling and assembly, whether they were purchased from us or not, including the reorganization of the workshop if necessary." 

Otakar Ungerman: "The market is changing, and so are we. Ten years ago, for example, we started focusing more on the big European machines. We are not afraid of that because our technicians are well versed in the more complex and precise work that a larger machine requires. There is less competition here, but that is one of our strengths."  

In fact, MT-Service has deliberately chosen to follow the classic path, not to rush the ultimate automation, but to prioritize the continuity of operations of the SMEs that trust it. 

"We buy from about ten European countries. So we have a wide supplier base and can offer different solutions for parts delivery to minimize lead times," explains Otakar Ungerman. "We strive for a long-term relationship of trust with our customer, our suppliers and our employees. And with success," he summarizes.