Fast support, smart diagnostics and reliable service
Service does not stop after delivery
Delivering an electric vehicle is one thing. Ensuring that it continues to perform reliably for many years is just as important. This is where the Emoss Service & Aftersales team comes in. Led by Service & Aftersales Manager Hugo, a team of specialists is ready every day to support customers in the Netherlands and abroad.
The team consists of five employees, each with their own area of expertise. From parts supply and warranty handling to remote technical support and on-site service. Together, they are the first point of contact for customers who have questions about their vehicle or need support.
Remote and on-site support
What makes the work special is the combination of technology, customer contact and international support. Many questions can be resolved remotely. Using digital diagnostic tools, the service team can access the vehicle and analyse faults. Often, a phone call is enough to help a customer get back on the road. If the issue cannot be resolved remotely, a service engineer is sent to the site. This may be in any country where Emoss vehicles operate.
“Customers often call with a simple question: my vehicle is not working, can you take a look?” Hugo explains. “We log in, analyse the data and find out what is happening. We can often recommend a solution without the vehicle having to come to our workshop.”
Smarter service through digital diagnostics
Hugo sees many opportunities to further digitalise the service in the coming years. With Emoss Connect, the service team gains increasing remote insight into vehicles. This not only makes it possible to identify faults more quickly, but also helps predict maintenance needs. This allows customers to prevent downtime and keep their vehicles available for operation as much as possible.
Sharing knowledge to prevent downtime
Besides technology, service is mainly about knowledge. Emoss therefore also supports customers with guidance and training on the use and maintenance of electric vehicles. This is important because almost every vehicle is customised. The better users and technicians understand how the system works, the sooner problems can be prevented or resolved.
Looking beyond the first fault message
According to Hugo, the team’s strength lies mainly in the experience and problem-solving skills of its people. A good example is a vehicle that regularly came to a standstill because the battery system became too hot. After extensive investigation by Service and Engineering, the cause was eventually traced to part of the wiring. Once this was modified, the vehicle continued to operate without any problems.
“You can only solve these kinds of challenges with skilled people who are willing to look beyond the first fault message,” he says.
No two days are the same
What does he enjoy most about his work? The variety. No two days are the same. One day may involve supplying parts, while the next involves a complex technical fault or an international service assignment.
Direct contact with the right specialist
When does Hugo consider a customer to have truly received the support they need?
“When they immediately reach the right specialist and their problem is resolved quickly. No transfers or long waiting times, but direct contact with people who know what they are talking about.”
And that may be the best summary of the Emoss approach: short lines of communication, technical expertise and the commitment to continue supporting customers after delivery.
