Customer Support Series Part 2: Spare parts service

Genuine Wirtgen Group spare parts are precisely tailored to the requirements of our machines and impress with particularly long service life. To ensure that our customers’ machine fleets are always ready for use, our employees around the world are committed to ensuring that our spare parts are readily and rapidly available.

At the Wirtgen Group, we attach great importance to service and customer satisfaction. To keep our machines running at their best, the use of genuine spare parts is absolutely critical and, to keep downtimes as short as possible, it is also essential that we have the ability to quickly identify and ship the required spare parts to the customer. Extensive warehouse capacities and sophisticated logistics within the Wirtgen Group ensure that spare parts are readily available and can be rapidly delivered. To achieve this, our customer support employees around the world are committed to helping our customers, even beyond normal office hours.

Parts Website – the easy way to find the right parts

The Wirtgen Group offers the largest portfolio of mobile road construction machines on the market. This means that we have a great deal of experience with the wear properties of machine parts. At our Parts Website, you will find the most common spare parts for Wirtgen Group machines. Thanks to its outstanding user-friendliness and intuitive search functions, it is an important and extremely helpful tool for finding exactly the right spare parts. In addition to a comprehensive overview of genuine Wirtgen Group spare parts, the Parts Website offers a whole range of useful product details. ‘The Parts Website has taken us one big step closer to the fulfilment of our digitisation agenda, and has made it even easier for our customers to find and order exactly the spare and wear parts they need. Our spare parts can now be ordered online directly from construction sites anywhere in the world. In addition, our various subsidiaries continue to make attractive special offers – which are also advertised on the Parts Website – and offer our customers the benefits of particularly competitive terms’, says Dr Ralf Schug, Head of Customer Support at the Wirtgen Group.

To ensure that a desired part reaches its destination quickly and reliably, the Wirtgen Group maintains a basic stock of the most frequently required spare parts and components at its locations around the world. Thanks to many years of experience in supplying spare parts, Wirtgen can estimate and anticipate demand perfectly.

Always the right part

With the comprehensive documentation tool WIDOS, the Wirtgen Group takes this one step further. Here’s where you’ll find all currently available spare parts, machine manuals and documentation and much more. For a license fee of only 60 euros per year, WIDOS users have online and offline access to circuit diagrams, operating instructions and all associated equipment documents at any time. Monthly updates ensure that the system is always up to date. With the aid of WIDOS and the technical consultants from the Wirtgen Group, Customer Support can quickly identify the defective part in need of replacement. With a simple click, an order can be placed directly from the system. ‘WIDOS is a must for every customer who has a Wirtgen Group machine in their fleet. It’s a convenient way to place orders and, of course, also a very useful reference library and self-help tool’, says Dr Schug. Around 8,000 customers currently take advantage of the wide range of features offered by the Wirtgen Group’s documentation system.

A major benefit for our customers is that the Wirtgen Group’s Customer Support staff document all instances of machine failure or damage and the corresponding repair options in WIDOS. Thanks to this constantly growing pool of knowledge, the customers’ contact partners can provide rapid assistance whenever it’s needed.