Empire Cat
Customer Support Agreement Maximize uptime and efficiency with a custom CSA.

What is a Customer Support Agreement?

Empire's Customer Support Agreements are tailored to fit your situation and can range from simple Preventive Maintenance Kits to sophisticated Total Maintenance and Repair Agreements.

Perhaps the most important feature of any CSA is flexibility. There are no preset requirements or specific products and services that you must agree to buy. In every case and with every machine, a CSA is an individualized plan. Depending on your needs, your costs can be a flat rate monthly fee or some other arrangement based on actual production hours.

Your agreement may include as few or as many machines as you wish. You can cover individual machine systems (engine, hydraulic, drive train and undercarriage, for example) or the entire machine. Empire will work with you to determine the best strategies to maximize your machine’s productivity and minimize costs.

CSAs are for everyone

Customer Support Agreements are not just for large machines. The need to work efficiently and lower operating costs is the same regardless of a machine’s size, age or its application. That's why CSAs are available for existing fleets and used equipment. Even Certified or dealer rebuild machines can be covered.

How can a CSA help you?

Think about your current preventive maintenance practices and service needs, and consider who is best qualified to provide these services. Chances are Empire can provide service in a more timely, efficient and cost-effective manner. You save money, improve availability, and have more time to concentrate on other important aspects of your business.

Ask yourself these questions:

1. Is your machine always available when you need it?
Effective equipment management is critical for maximum machine productivity at minimum cost. If you don’t have the resources to make machine management a priority, consider using the experts at Empire.

2. Do you have a preventive maintenance program?

  • Have you studied the recommendations in your Owners' Manual?
  • Do you perform maintenance at all recommended intervals?
  • Do you perform all of the recommended services?

A "no" answer to any of these questions probably means preventive maintenance is not getting priority attention. A CSA can ensure that all maintenance recommendations are followed.

3. Do you have a predictive maintenance program?
Knowing in advance that service will be needed allows you to schedule downtime and save money with before-failure repairs. Component repairs and/or overhauls can be accurately predicted and downtime can be scheduled at the most convenient times and at the lowest possible costs.

4. Are 20% or more of your repairs after-failure repairs?
Before-failure repairs often cost less than half of after-failure repairs. A CSA can maximize service life and minimize costs by scheduling repairs before a major failure occurs.

5. What are your per-machine ownership and operating costs?
Once you have calculated these costs you can make informed decisions about equipment replacement options. Considering the labor burden as well as your other overhead costs, a CSA may provide you with a lower operating cost, improved maintenance schedule and, in return, a higher resale value.

6. What percentage of your resources are spent on the following?

  • Finding and training mechanics
  • Repair tools, equipment and diagnostic tooling
  • Environmental disposal fees
  • Employee benefits
  • Parts inventories
  • Shop building upkeep, taxes, insurance, utilities
  • Service and lube trucks

All of these factors impact your bottom line. A CSA can minimize these and other costs by placing a variety of service duties into the expert hands of dealer technicians.

A variety of flexible options

How you work, where you work, and the extent of your service capabilities are some the variables that will determine which kind of CSA is right for you. Following are some of the most common CSA options.

A. Preventive Maintenance Agreements
This includes on-site preventive maintenance services at recommended intervals. Trained technicians with extensive equipment knowledge inspect and maintain your equipment. Their reports focus on three areas:

  • Contamination Control — More than 70% of hydraulic component failures can be traced to some type of contamination. Expert diagnostics and inspections can detect problems long before your operators can detect them.
  • SOS Fluids Analysis — Empire’s factory trained interpreter provides expert analysis of component wear rates and makes recommendations.
  • Technical Inspections — Visual checks and operational assessments are performed during each PM service.

B. Complete Machine Inspection Programs
Empire provides complete machine inspection programs performed by trained technicians with advanced diagnostic tools. Inspection results are reported to help you make informed equipment management decisions based on your work demands.

C. Total Maintenance and Repair (TM&R)
Empire provides all maintenance and repair for a guaranteed cost per hour during a specified period of time/hours. Repair management and planned component replacement are important elements of this option to lower your costs and increase your productivity and availability. This agreement allows you to concentrate on your business while Empire helps manage your equipment.

D. Maintenance and Repair Contract (MARC)
A MARC agreement includes all that a TM&R agreement does plus it provides guaranteed machine availability.

E. Customized Agreements
Empire offers an extensive list of services to support a customized, total solution for your equipment management needs.

  • On-site preventive maintenance
  • Planned component replacement
  • SOS fluids analysis
  • Technical inspections
  • Parts availability guarantees
  • Preventive Maintenance Kits
  • Operator training
  • Service turnaround
  • On-site technicians
  • Creative equipment financing
  • Custom track service
  • Firm-priced rebuilds
  • Rental/lease arrangements with maintenance

A Customer Support Agreement is an opportunity to increase your machines’ productivity and availability while lowering your ownership and operating costs. A custom CSA can help you detect equipment problems before they cause failures. This translates to fewer repairs, less unscheduled downtime, lower operating costs and maximum productivity for your business.