Help and support are always near with Nokian Heavy Tyres’ technical customer service, even though the service area covers the entire world. The customer service embodies versatile technical skills, years of experience and close co-operation with customers and other stakeholders.

- Let’s think, for example, about a forestry entrepreneur or a farming machine contractor: it is not enough to know our own products – we must also be familiar with the customers’ machines and equipment, the demands of the environment and specifics of the daily work. Only then can we provide the best possible help and service, notes Jouni Hietamäki, Technical Customer Service Manager. He is very happy with the professional skill level of his unit’s employees.

Versatile information sharing

The globe has been divided between four men. In addition to one geographical region, each of them is responsible for one product group: forestry, farming and machine contracting, materials processing, or land construction and road maintenance.

The largest number of enquiries and service requests comes from central Europe. The most frequent questions are related to tyre pressure maintenance and four-wheel-drive tractor tyres. And at this time of year, preparing for the winter is a very relevant topic.

- The technology of machines and devices is developing at a fast pace. Every day we learn something new. Our service has always been reciprocal: we arrange product training and, if necessary, get local insights from device manufacturers on such matters as the typical conditions and purposes of machine use. We can then utilise this knowledge in our own work and also pass it on to our customers, Mr Hietamäki tells us.

Feedback supports development

Customer feedback – even negative, i.e. complaints – is always a positive thing for the experienced tyre expert. It is important for quality and product development to have feedback from the field relayed to the tyre designers and developers. It is always better to contact the manufacturer instead of just grunting by yourself.

Whether contacted about a technical problem or a complaint, the customer service addresses all requests thoroughly. 

- It’s great if the customer gives us an opportunity to fix the problem. Consequently, we receive information on the tyre’s functionality in certain conditions and, if the tyre does not function properly, about the direction in which it should be developed in order to make it optimal. In addition to product improvements, we may discover whole new usage areas that may require whole new products.

- Apart from the high skill level, customers value rapid service. Particularly for contractors, a machine standing still always means a waste of time and, consequently, also money. This is why we always try to find a solution to get the machine up and running again as soon as possible, Mr Hietamäki adds.

- The most challenging task is to find out whether the defect was occasional or systematic. This is why it is important for us to share and carefully document our experiences. Fortunately, we can also rely on precise laboratory data and information systems in this work.

- We never abandon the customer, even if we can’t solve the problem ourselves. When necessary, we combine the experiences of several users and jointly find a new solution or product. 

Tailored support

The success of technical customer service is also reflected in sales statistics. A customer who has received tailored support and is happy with the product is likely to choose the same brand in the future as well. The best and most influential feedback comes direct from the user.

- It brings a great feeling of success to hear a forestry machine driver comment ’You were right, you know, it really was all up to that small pressure adjustment!’

Technical customer service

• Provides help, advice and guidance in technical problems related to heavy tyres
  
• Arranges product training and processes complaints
  
• Serves all Heavy Tyres’ customers and stakeholders worldwide; tyre users, original equipment installation customers, importers and tyre dealerships
  
• Contact: Nokian Heavy Tyres, tel. +358 10 401 7000, fax. +358 10 401 7318.