Company Reports - MES Pty Ltd
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MES Pty Ltd
MES: Customer Convenience in a One-Stop Shop
MES Pty Ltd breaks down and reshapes its industry to provide a positive customer experience, while providing the convenience of a one-stop shop. This wholly owned subsidiary of the WesTrac Group offers an open-door policy to its clients to allow them to see the process and range of Original Equipment Manufacturer mechanical services MES offers.
Based in Malaga, Western Australia, MES has been servicing the mining industry since 1998 with equipment overhauls and rebuilds to OEMs, service exchange components, high-speed engine reconditioning and repairs. Although this may seem like a typical workshop, MES strives to continuously improve its relationships and services.
General Manager Mathew Lecoq, and Sales and Marketing Manager Rannen Patterson explain the focus MES places on maintaining high levels of customer satisfaction through its continuous improvement strategies. Lecoq started as an apprentice plant mechanic with WesTrac in 1996, serving in multiple roles before becoming the general manager. Patterson also joined WesTrac in 2005 as an apprentice plant mechanic and works closely with Lecoq to guarantee profitable and sustainable business results.
FROM START TO FINISH
MES has always strived to complete everything in house for its customers to eliminate the need of out-sourcing. Today, this continues at an even greater rate as the different points of operation come together in a central point. The process begins with an inspection on site followed by the customer’s approval process. The machine then goes to MES where it is stripped down, sandblasted, crack tested and assessed. Once work is completed, it is delivered back to the sight and commissioned.
At any point in the process, customers have one point of contact throughout the entire rebuild process. They are welcome to come into the 5,000 square metre workshop at any point as well. The main objective is to keep customer satisfaction high at all times, which is built through the product life cycle, Patterson says.
“It’s not about getting a job in and then just leaving it to the realms of the workshop to deliver on a product,” Patterson says. “We are about managing the entire process from start to finish: planning, organising and delivery of the machine on site. This all helps our customers feel that where they’re putting their money is a viable place, and they’re not going to get a bad return from it.”
This customer satisfaction starts from within MES. A modern facility filled with current tooling and capabilities is nothing without a reliable, skilled team to run it. A lack of tradesmen in the industry is a current challenge MES is facing. In order to attract and maintain employees, MES offers a flexible work life for those with a family to see at night. Company core values of ethics and integrity, excellence in all things and communication equity are held at the utmost of importance.
“We live and communicate our core values,” Lecoq says. “The best practices are repeatable.”
These core values are combined with a high regard for safety, another important step that includes the latest safety processes being implemented in the workshop.
Another benefit MES offers is a trade upgrade for those in the light auto trades into heavy duty, which takes about six months. Being an affiliate with the Australian Institute of Management also provides the opportunity for management and future leader courses.
When looking to expand the MES team, experience with machine and component rebuilds is a definite plus, but a willingness to develop and train to match the company’s standard makes the difference.
MES recently began an incentive program for its employees to help find more machines and bring in more business. This in turns brings the assurance that management is able to generate new revenue, and business is increasing.
“I think everyone ultimately hopes and wants who they work for to be successful and go somewhere,” Lecoq says. “It gets the MES name out and gives assurance to people working with increasing job opportunities.”
MES primarily works in Western Australia but is making plans for expansion. In five to 10 years, MES has plans to expand into New South Wales, particularly the Hunter Valley region; create a footprint in more remote areas of Western Australia like Tom Price; and develop a field service presence within the metro areas of Perth.