Nationwide Service – UK & Ireland

service-mulmar

With over 30 years’ experience in the espresso coffee industry Mulmar are leaders in service support. We have a dedicated team of specialist field engineers based throughout the UK and Ireland allowing us to provide true nationwide service support.

To support our field team we have a workshop facility at our Head Office which enables us to provide industry leading levels of offsite machine maintenance.

Both our field and workshop engineers undergo industry leading levels of training provided by our in house technical team and manufacturer representatives. Each field engineer carries an extensive inventory of spare parts to maximise our first time fix rates.

Management of both teams is provided by our customer service desk based at our Head Office in Hatfield. Using the latest service management software this team co-ordinate the activities of the engineers allowing us to minimise down time for our clients.

One to one in depth training sessions with the in house training team covering;

  • Safe working practices
  • Electrical safety
  • Manual handling
  • Specific equipment training by product type
  • Periodic refresher training courses
  • Basic barista skills

Specific equipment training also supported by…

  • Factory training visits
  • Manufacturer trainers visiting Mulmar
  • Field based training
  • Workshop training
  • Manufacturer training
  • All engineers work to Mulmar Standard Operating Procedures
training-mulmar

 

 

 

 

REACTIVE MAINTENANCE OPTIONS

SERVICEPLAN5 STANDARD: 5 DAYS LABOUR ONLY
What’s Covered: Emergency breakdown service to your coffee machine
Type of cover: Labour only
Other charges: All parts fitted will be chargeable. If the call falls under the exclusions listed above labour will also be charged
Days covered: Monday to Friday
Cover Time: 08.30 – 17.30
Response time: We will endeavour to respond to all calls within 24 hours, priority response will be given in no coffee or dangerous situations

SERVICEPLAN5 PLUS: 5 DAYS PARTS AND LABOUR
What’s Covered: Emergency breakdown service to your coffee machine
Type of cover: Parts and labour. See Exclusions above
Days covered: Monday to Friday
Cover Time: 08.30 – 17.30
Response time: We will endeavour to respond to all calls within 24 hours, priority response will be given in no coffee or dangerous situations

SERVICEPLAN7 STANDARD: 7 DAYS LABOUR ONLY
What’s Covered: Emergency breakdown service to your coffee machine
Type of cover: Labour only
Other charges: All parts fitted will be chargeable. If the call falls under the exclusions listed above labour will also be charged
Days covered: Monday to Friday. Cover is provided at weekends & Bank Holidays (excluding Xmas Day) for no coffee or dangerous situations only
Cover Time: 08.30 – 17.30
Response time: We will endeavour to respond to all calls within 24 hours, priority response will be given in no coffee or dangerous situations

SERVICEPLAN7 PLUS: 7 DAYS PARTS AND LABOUR
What’s Covered: Emergency breakdown service to your coffee machine
Type of cover: Parts and labour. See Exclusions above
Days covered: Monday to Friday. Cover is provided at weekends & Bank Holidays (excluding Xmas Day) for no coffee or dangerous situations only
Cover Time: 08.30 – 17.30
Response time: We will endeavour to respond to all calls within 24 hours, priority response will be given in no coffee or dangerous situations

ON SITE PREVENTATIVE MAINTENANCE OPTIONS: ESPRESSO ONLY

FRONT END SERVICE (FES) Full details of the FES process are available upon request
Where: To be carried out on your premises at a mutually convenient time and date
When: Within normal working hours 08.30 to 17.30, Monday to Friday
What’s included: Following a pre-determined list of checks on the machine the engineer will replace consumable items such as seals, gaskets and springs, to ensure that the
coffee machine is producing a quality consistent product. Occasionally the engineer may identify additional parts are required whilst completing the FES. Other Charges: Any additional parts will be advised by the engineer to the client and fitted only with the client’s agreement, these additional parts will be charged at the
normal rate.

ON SITE PREVENTATIVE MAINTENANCE OPTIONS: BEAN TO CUP ONLY

PREVENTATIVE MAINTENANCE (PM) – 10,000 or 30,000 DRINK CYCLES (Bean to cup machines only)
Where: To be carried out on your premises at a mutually convenient time and date
When: Within normal working hours 08.30 to 17.30, Monday to Friday
What’s included: Following a pre-determined list of checks on the machine the engineer will replace consumable items such as seals, gaskets and springs, to ensure that the
coffee machine is producing a quality consistent product. Occasionally the engineer may identify additional parts are required whilst completing the PM. Other Charges: Any additional parts will be advised by the engineer to the client and fitted only with the client’s agreement, these additional parts will be charged at the
normal rate.

 

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