Kurtz Service Update
The Service department within the Moulding Machines division has undergone a structural realignment this year and has been strengthened in terms of human resources. A new Global Head of Customer Service has been contributing his many years of experience since May, and Kurtz Ersa customers will benefit from optimized remote support from 2025.
The Moulding Machines Service department has been managed by Jan Backes, Global Head of Customer Service, since 01.05.2024. The customer-oriented manager spent many years in Latin and North America, worked in Europe, Asia and Africa, and has many years of experience in the areas of sales, after sales and service, which he gained in several mechanical engineering companies. In addition to increasing incoming orders, establishing international service cooperations and sales responsibility, Jan Backes has made a significant contribution to optimizing internal processes at his previous employers. He has already tackled this at Kurtz and is in the process of setting an important course for the future. He is passionate about constantly optimizing communication with customers and making it more transparent for both sides.

The introduction of a fee-based Kurtz Remote Support on 01.01.2025 is primarily aimed at improving customer communication, improving availability for the customer and better handling of quotation requests and complaints. In the future, Jan Backes will address the development of field and office service, develop new service products and work on linking the Kurtz Service department to the Kurtz Ersa CRM system in order to create transparency in customer management. Jan Backes is currently still in the internal process analysis stage. However, his assessment is already positive: “The team grew beforehand of my arrival and will continue to grow to be able to offer customers the best possible service. By specifically expanding the strengths of each employee and individual developing measures through a structured package, I am confident that we will be able to approach our customers in the Casting and Protective Solutions divisions with exciting new service products as early as 2025.” The vision: Kurtz is a partner throughout the entire life cycle of a machine. To this end, a new team of experienced application specialists will be formed to provide “lifecycle solutions”.

Kurtz Remote Support from 01.01.2025 – the focus is on the customer!
As of 01.01.2025, Kurtz Service is repositioning in terms of expertise and personnel and is offering fixed remote support times to help customers even more effectively. For example, a new e-mail address has been set up to which Kurtz experts have access and which customers can use to receive comprehensive answers to any technical questions they may have. The hotline will have more staff and will be available at defined times. The Kurtz Service will be professionalized. To enable this optimized offering and to keep experts on hand, remote support services used will be invoiced from January 2025. If a machine is still under warranty, all hotline services will of course be included. Also important: Only services used will be invoiced in accordance with the valid installation and service conditions of Kurtz GmbH & Co. KG, which can be viewed at https://www.kurtzersa.com/gtc
Advantages of Kurtz Remote Support in brief – customers benefit, for example, from ...
- improved response times and fixed support times for concrete availability
- a “single point of contact” through a fixed telephone number and e-mail addresstransparency
- for every call thanks to a clear reporting in the form of a short status report
If you, as our customer, would like to find out more about the remote support offer for foundry machines and particle foam machines from 01.01.2025, please contact the Kurtz Service Team at service-kurtz@kurtzersa.de or call +49 9342 807-112.