Beer is supposed to be cold, so it’s no good if the refrigeration system won’t work properly during the brewing process.
That was why Scottish & Newcastle Brewery in Manchester, England, was relieved when Danfoss swiftly sent an expert to sort out a problem with the amount of refrigerant in the refrigeration system shortly before Christmas.
The issue was settled quickly and the brewery staff were also shown how to set the Danfoss components in the system. Glenn Moore was then able to tick off another task on his list.
Glenn is one of 30 people who make up TSO - Technical Support Organization. The organisation was set up in 2006 and consists of engineers and trained refrigeration system installers. They are located so they can cover the whole of Europe and are able to support customers on any issue that relates to RA.
Danfoss’ strength
Usually TSO staff are contacted by salespeople who have been alerted to aproblem. Their task is to solve it as soon as possible.
“The team is supposed to train the technicians and its members know who to contact regarding any kind of problem,” says Stefan Pietrek, head of TSO.
He emphasises that, according to customer surveys, Danfoss’ strength lies in the technical support it provides to customers and that a cross-European organisation can nip a range of problems in the bud. In Belgium, for example, they had problems with a leaking stop valve – afterwards, TSO was able to cope when similar problems occurred in Great Britain and Austria.
“We translate the customers’ wishes into Danfoss solutions and provide technical feedback to the factories,” says Stefan Pietrek, commenting on the team’s efforts.
The organisation is now in place and at the top of Stefan Pietrek’s agenda is the need to create a shared way of dealing with complaints. Currently, at least three systems exist and customers who do business with RA could see that as confusing.