News Motorola's new service strategy includes sale of repair centers, construction of central repair/exchange facility

Apr 1, 1996 12:00 PM

In a departure from a decades-old business practice of providing customer service through service centers in cities throughout the nation, Motorola is building a central facility for repairs and exchanges. The service strategy, launched by the company's Americas Service Division and Field Service Division, includes the construction of a permanent facility for its Radio Support Center subscriber depot that operates in Rockford, IL. Meanwhile, the company is selling its service facilities.

"Today we find that the most efficient method will be to rely on independent service companies, many of which have been Motorola service shops for many years," said Kevin McHugh, vice president and general manager of the Motorola Field Service Division. "The Rockford facility activities will support those service providers with board-level radio repairs and loaner-exchange programs." Much of the work and contracts previously handled by company-owned service centers was transferred to independent centers by the end of December.

Signal Communications Service, Pompano Beach, FL, is among the companies that have acquired former Motorola facilities. The company bought three facilities in south Florida. About 30 former Motorola employees joined Signal's 16-member staff. "We believe this enhanced team approach will enable us to dramatically increase the level of support available to our south Florida customers," said Jonathan Franklin, Signal's chief executive. "Every company today depends on its radio system for everything from productivity to helping it develop and maintain an edge over competition. We will deliver timely, competitively priced and good quality maintenance for these radio systems."

With third-party servicers and subcontractors handling the bulk of customers' daily requirements, Motorola has bolstered its support. The Field Service Group provides support at selected customer locations, including preventive services. A central dispatch system and software allows authorized service workers to tap Motorola's service knowledge and database. A new contract management and billing system is being designed.Product development and marketing teams are developing and managing a broad range of value-added services such as Service Value Pak, the first wholesale service product for Motorola Service Stations, and Disaster Recovery Service specifically designed for large accounts. Future services may include additional loaner-exchange and training products.