About Us

Customer Support

‘Ward CNC' employs a team of personnel exclusively dedicated to customer support whose objective is to offer our customers a professionally run service that can be relied upon to solve machine breakdown and technical support requirements in a prompt, efficient, reliable and effective manner through telephone support and engineer intervention as required.

For more information on our automated logging facilities or support team, use the links on the right.

Our service department can be contacted directly on 0114 252 5066 or by email at service@wardcnc.com.

Our Goal!

Our goal is to attend all critical breakdowns within a few hours of the initial call from the customer. The visibility given by our systems & staffing levels enable us to respond in a way that translates to minimum downtime for our customers in the event of machine failure!

Call logging and RFS (Requests for Service) management is undertaken by our three person service management team via a computerised workflow system that gives us high levels of visibility and performance monitoring.

RFS (Request for Service) calls are taken by our helpdesk and logged on our workflow system. The workflow system is pre populated with customer and installed machine details for accurate and efficient logging and tracking of events.

Upon Logging a new RFS a unique tracking number and an automatic email notification message is generated and distributed to key personnel within Ward CNC. (Service Manager, Assistant Service Manager, Sales Director &

Managing Director). This system gives a high degree of visibility in real time as all key staff carry mobile email devices.

Calls and customer requirements are prioritized and logged to enable effective and efficient allocation of our field service technician resources in the best interests of all our customers.

Our team of field service technicians are highly skilled and carefully selected specialists many of whom are apprentice trained in the machine tool industry and with many years experience across all disciplines.

The extent and level of experience and capabilities of Ward CNC engineering support is one of the very best available in the industry today.

At this time we have the following staff levels:

  • 4 Engineering & Service Department management staff.
  • 7 Mechanical & Electrical Technicians available for field service & installation support or internal machine processing as demands dictate.
  • 8 Senior Field Service Engineers dedicated to field service and installation.
  • 3 Internal Engineering Department management staff.
  • 5 Additional Finishing & Engineering Support staff.

Our present staff complement has a total of 40 people with a collective and extensive experience well in excess of 500 years in the machine tool industry!