Service & Support

We have recently reshaped our service, operational and engineering capabilities at Ward CNC, with our new structure placing a key emphasis on customer requirements.

These exciting changes include the appointment of our new Head of Service and Operations – Shane Greveson. Under this new structure, we have created a number of new roles, including a dedicated projects and installation manager, service manager, service co-ordinator and procurement team.

Call Service: +44 114 252 5079
Call Spares: +44 114 252 5066

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Service

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
  • 16 Mechanical & Electrical Technicians available for field service & installation support or internal machine processing as demands dictate
  • 3 Applications Engineers offering national coverage
  • 3 Additional Finishing & Engineering Support staff

Our service department can be contacted directly on 0114 252 5079 or by the enquiry form above

Spare Parts

Ward CNC understand that you may require spare and replacement parts for your machine tools over time.

With that in mind, the team here at Ward CNC are able to offer immediate assistance through our dedicated spare parts team. This includes parts across our full range of machine tool brands and a further range of consumables through our Sheffield & Redditch facilities which can be dispatched on next day delivery.

Our spares department can be contacted directly on 0114 252 5066 or by the enquiry form above

Call Logging

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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. 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 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.