Learn how to choose a provider that will best suit your needs. There are generally two different types of elevator service providers:
1. National Original Equipment Manufacturers (OEMs).
As the name suggests, these companies manufacture and install new elevators, as well as providing maintenance, repair and modernization services. They have a national coverage area and a full-service support team with customer call centers, customer web portals, and field teams that are trained to service all OEM’s elevators. You can choose a provider like Kone, Schindler, Otis Elevator, TK Elevator and Mitsubishi.
2. Regional Service Providers.
These companies focus on providing local elevator maintenance, repair and modernization services. There are many regional service providers, and this web site will make it easy for you to choose a provider. Some companies have a single branch and cover a small area while others may have 4 or 5 branches to provide a regional coverage area. They generally have a support team that includes emergency phone numbers but don’t always provide a customer web portal. Their field teams may have been originally trained by an OEM.
The elevator service provider that is right for you will depend on a number of factors which may include:
Reputation
This can often vary by service provider and by the local branch depending on the service team’s ability to provide a great customer experience. Check out the ratings and reviews in this web site and talk to other facility managers or building owners to get references.
Expertise
It is important to understand if the field teams and lift mechanics have the expertise to maintain and fix your type of elevator. You should ask for references of which type and manufacturer of elevators are currently maintained by the service provider.
Locality
If your elevator stops working and you have a trapped passenger it is important to understand how long it will take for the service provider to get to your building and where their branch is located. You can check the service provider address using this web site.
Technology
If having remote monitoring, access to a web site, and real-time text or email alerts is important then this will narrow down your choices to the National OEMs and some of the larger Regional Service Providers.
Spare Parts
Quick access to spare parts will be important, especially for older elevators. Some service providers will keep some spare parts at the local branch while others will have a spare parts center with next day shipping capabilities. Generally, if your service provider is the same company as the OEM then you will have greater and faster access to spare parts and therefore less elevator downtime if it needs repairing.
Price
There are three main components of the pricing a service provider will include. The cost of spare parts for your elevator, the service support operations, and the cost of the field teams who actually visit your elevator. Some field teams are unionized while others are not, and this will be a major factor contributing to the cost of the service contract. Generally, National OEMs will be more expensive than Regional Service Providers so it is important to understand the total value that each will provide based on the factors listed above.
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