27 Apr 2017

Reading time 4 min

Do not compromise on service

There is a good reason why MacGregor continues its commitment to excellent service; our customers and the success of their businesses depend on us, explains John Carnall, Senior Vice President, Global Lifecycle Support, MacGregor

Our aim is to do the simple things right. Customers rely on our responsiveness and the global nature of our service business to make sure that when they need a part, it is available, when they need a repair, we can carry it out and when they have planned work on board a vessel, it will happen as agreed.

We are leaders in our business, out-smarting and out-competing our competitors every day, but my job is to make sure that we get even better. If we can be the best in adapting to the changes that the digitalised future brings, we have a massive opportunity to become the undisputed reference point for the whole maritime service industry. This is our aim.

MacGregor’s 24/7 ‘OnWatch’ service is designed specifically to provide operational peace of mind for customers with advanced MacGregor equipment

Services that can save money

Earlier this year, we introduced new, simplified planned service agreements that will save customers’ money and reduce their maintenance administration burden.

Since 2004, we have offered MacGregor Onboard Care (MOC) planned maintenance agreements, but market conditions have changed a great deal since then. There is an industry-wide shift towards new technologies and processes designed to increase efficiency and drive down operational costs. Our latest planned service arrangements have been developed to support these changes and provide simpler and even more cost-effective cover.

We know that efficient ongoing service is key to operational success and we make this commitment with every equipment delivery. Our new service agreements are an extension of this commitment; they provide significant savings on spare parts as well as fixed rates that make budgeting simple and predictable. We have also simplified our documentation, clarified the cost-savings available to our customers and we handle all maintenance administration.

MOC has been a very successful venture; more than 1,800 vessels have equipment covered by a traditional MOC contract. So we understand that customers appreciate the benefits of planned maintenance contracts. However, again, we cannot assume that there is not room for improvement. Our new agreements build on customer feedback and our experience with MOC and will now replace MacGregor’s current MOC portfolio.

Round-the-clock response for offshore operations

We also offer additional support to the offshore industry, as we know that when equipment fails in remote, high-value offshore operations, normal service must be resumed as quickly as possible.

A prolonged malfunction of a subsea crane could cost the owner or the end customer millions and while the direct costs of a high-profile delay can be easily quantified, the longer-term damage to a company’s reputation may be even more serious.

MacGregor’s 24/7 ‘OnWatch’ service is designed specifically to provide operational peace of mind for customers with advanced MacGregor offshore equipment. The name ‘OnWatch’ perfectly describes the level of round-the-clock vigilance and responsiveness that the service offers, which is immediate operational technical support via a secure online remote diagnostic solution.

A perfect pair

MacGregor’s new service agreements are designed to work perfectly alongside OnWatch. The agreements ensure that equipment is maintained in good order, minimising the risk of accidents and downtime. However, as it is impossible to entirely eliminate the chance of a breakdown, OnWatch provides immediate support.

In the event of a failure, which might be the result of human error, component malfunction, or environmental conditions, for example a lightning strike, OnWatch calls on the services of specialists. These specialists are on call 24/7. Using a secure satellite connection, the team downloads comprehensive historic and on-line data about your crane, including operational history, alarm logs, hydraulic pressure and flow logs. They guide the ship’s crew in determining the source of the problem and then identify the action required and the necessary parts. If, as recommended, the vessel carries a strategic spare parts kit, most problems can be addressed immediately by the vessel’s crew, in consultation with the OnWatch specialists.

If the required parts are not on board, MacGregor will dispatch an engineer with the correct parts to rendezvous with the vessel at sea or in port, where the engineer will rapidly install the new parts and complete the repair without having to spend any time on fault-finding.

Training and maintenance regimes are invaluable

Most ships carry essential spare parts packages; MacGregor crane owners also have emergency spares boxes, which can prove invaluable for carrying out urgent repairs. Many shipowners also invest in good training regimes for both equipment operators and maintenance personnel, as they are essential to maintaining the safe, reliable operation of products throughout their working lives. MacGregor offers a range of comprehensive training programmes, including a new virtual reality training academy that specialises in advanced simulation technology for customers.