{"id":8178,"date":"2020-10-21T10:44:28","date_gmt":"2020-10-21T14:44:28","guid":{"rendered":"https:\/\/www.jcsteele.com\/staging\/7740\/?p=8178"},"modified":"2020-10-21T11:06:12","modified_gmt":"2020-10-21T15:06:12","slug":"we-always-answer-the-call","status":"publish","type":"post","link":"https:\/\/www.jcsteele.com\/staging\/7740\/we-always-answer-the-call\/","title":{"rendered":"We always answer the call"},"content":{"rendered":"
[vc_row][vc_column][vc_single_image image=”8179″ img_size=”full” style=”vc_box_shadow_border” onclick=”link_image”][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text el_class=”intro”]\n

Customer service is part of Steele\u2019s DNA. That\u2019s why customers around the world count on us for help in the fight against downtime.<\/h3>\n

As an example, here\u2019s the timeline for a recent service call. It\u2019s just how we roll.<\/h3>\n[\/vc_column_text][vc_empty_space height=”20px”][vc_empty_space height=”20px”][vc_column_text el_class=”intro”]\n

The message comes in at 3:45AM ET<\/strong><\/h3>\n

An Asian customer, making feedstock for a steel mill, can\u2019t engage a pug sealer clutch. Minutes later, Wayne Buchanan, one of our sales engineers, responds.<\/p>\n

He asks if the customer has checked the air supply and solenoid void. The customer says yes, so Wayne sends him our clutch maintenance manual, directing him to the clutch adjustment section.<\/p>\n

At this point, our colleagues from Australia join the conversation.<\/p>\n

We advise our customer to check his quick-release valves, blow the clutch out with air and change the clutch disc.[\/vc_column_text][vc_column_text el_class=”intro”]\n

Engineering joins the conversation<\/strong><\/h3>\n

6:25AM<\/strong>. Jeremy Kauffman, our head of engineering, sees the message thread and weighs in.<\/p>\n

Has the clutch ever failed to engage? If not, Jeremy thinks it might be a large blockage or significant number of broken return springs. Did the problem start small and become worse over time? In that case, it could be a combination of blockage, return springs or rust building up on the tooth splines of the clutch plate.<\/p>\n

By 7:30AM<\/strong>, the pug sealer clutch is functioning properly and our customer is back in business.<\/p>\n

He\u2019s looking at switching to 24\/7 operations as his mill\u2019s furnaces increase production. He has a simple objective \u2014 to run the world\u2019s best extrusion facility. And he knows that the extrusion experts at Steele will always be behind him.<\/p>\n

He tells our partner in Australia, \u201cThanks, guys! It\u2019s like calling 911 when I have issues. Always there to help. Respect!\u201d<\/p>\n

That\u2019s a quote we\u2019ll put on our wall![\/vc_column_text][vc_column_text el_class=”intro”]\n

We invest in our installed base<\/strong><\/h3>\n

We like to remind people that we\u2019re more than a heavy machinery manufacturer. We\u2019re a service-minded solution provider.<\/p>\n

A sale is only the start of our relationship. When you buy Steele machinery, you can expect decades of production. And we\u2019ll back that sale with customer service, technical support and engineering.<\/p>\n

Customers who visit our warehouse in Statesville, NC are often surprised by all the inventory we keep on hand. We think of it as investing in our customers\u2019 uptime.<\/p>\n

We stock critical sub-assemblies. We keep shafts for every machine we\u2019ve ever made in inventory. We have gears, gearboxes, auger shaft thrust assemblies, bearings and seals.[\/vc_column_text][vc_column_text el_class=”intro”]\n

Your ally against downtime<\/strong><\/h3>\n

Our manufacturing background means we understand the cost of downtime. So everything we do is designed to eliminate or reduce yours.<\/p>\n

When you work with Steele, you can expect parts on the shelf, ready to ship. Unmatched expertise in shaping tough materials.<\/p>\n

And people who answer the call for help \u2014 even in the middle of the night.[\/vc_column_text][vc_empty_space height=”20px”][\/vc_column][\/vc_row][vc_row][vc_column][vc_empty_space height=”20px”][vc_separator][vc_empty_space height=”20px”][\/vc_column][\/vc_row]\n<\/div>","protected":false},"excerpt":{"rendered":"

Customer service is part of Steele\u2019s DNA. That\u2019s why customers around the world count on us for help in the fight against downtime. As an example, here\u2019s the timeline for a recent service call. <\/p>\n","protected":false},"author":1,"featured_media":8179,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"nf_dc_page":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[1,3],"tags":[],"class_list":["post-8178","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-company-news","category-industry-news"],"acf":[],"yoast_head":"\nWe always answer the call - J.C. Steele & Sons<\/title>\n<meta name=\"description\" content=\"Customer service is part of Steele\u2019s DNA. 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