Customer focus

Looking after clients is a way of life at Snap-on

Published:  03 April, 2014

Nestled in the east of the country, in a county that has no motorways but plenty of canals, sits the UK Headquarters of Snap-on Diagnostics and Equipment.

It is a fantastic location and well worth the drive, something that a number of technicians will be able to undertake thanks to the company's training bay located at the facility. It is also home to technical helplines, aftersales services and product testing facilities, all of which are installed to aid a detailed focus on customer service.

Kings Lynn was originally the headquarters for Sun in the UK, until its acquisition by Snap-on. Now it is home to the company's technical helplines and product testing across the entire range of diagnostic products, as well as housing sales teams for the garage equipment side of the business. They believe that the customer should be helped through every step, from the initial sale and installation of the equipment through to resolving any technical problems and conducting repairs. Engineers are tracked to help give better response times to customers, while the technical support team dealing with the diagnostic equipment have an array of products on their desks to use as reference points for customer queries.

The company has also opened a new training school for its Snap-on, HOFMANN, Sun and John Bean brands. The new facility includes a classroom and a fully functioning workshop, giving attendees full access and the chance to get hands on with the manufacturer's latest diagnostic technology and garage equipment. Covering around 250 square meters, the workshop features a MOT Automated Test Lane (ATL), high definition 3D wheel alignment, a number of tyre changers and wheel balancers, as well as air conditioning service units and the full portfolio of Snap-on diagnostic tools.

The Training School is available for customers, distributors and staff and it aims to keep individuals up-to-date with the latest developments in vehicle technology as well as providing them with the opportunity to gain professional training from Snap-on experts about how to get the most out of their diagnostic and garage equipment. Courses offered include Wheel Alignment, Basic Engine Diagnostics, Advanced and Engine Emissions Diagnostics as well as Component Testing, Vehicle Networking, Common Rail Diesel and Direct Petrol Injection.

The company also runs a number of seminars and courses around the UK and offers online training on its diagnostics products. The headquarters at Kings Lynn is certainly a central hub of activity for the business. With the new training facilities added, many more technicians and business owners will get to experience the drive alongside the canals and waterways, with the knowledge they will leave having seen a company that is committed to helping garages in whatever way they can.

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