Oihana Elorriaga: “Global Service allows GH to be close to the customer”

Based in the Service office in Olaberria, Oihana Elorriaga is one of the members of the team responsible for offering a fast and efficient Technical Support Service across the five continents. We chat with her to give her a chance to tell us more about her work and about the new GH Real time digital plans.

Tell us about how you started working at GH
I started working at GH in January 2008 in administration in the Olaberria office to cover a maternity leave. Previously, I taught management to advanced and intermediate level vocational training students. When the opportunity to work at GH arose, I thought it was a good time to leave teaching and start working in a company, as that was really what I had studied for. After covering the leave, I was offered a position in the Global Service team, and I was delighted to accept. 

What did you know about GH before starting to work for the company? What was your first impression?
To be honest, before joining GH I didn’t know much about the company, and much less about cranes. But that wasn’t a problem. At GH the doors to all the offices are always open and everyone is happy to teach you and help you if you have any questions or don’t know something. From the beginning, I worked surrounded by professionals with a great deal of technical knowledge about cranes and, in the end, you learn from them.

“From the beginning, I worked surrounded by professionals with a great deal of technical knowledge about cranes and, in the end, you learn from them”

What does your work and that of your team consist of?
At Central Services we are a team of about twelve people whose job it is to establish the Global Service business strategy, both nationally and internationally. At the same time, we monitor the GH branch offices and subsidiaries and continually develop improvement projects in each of our corresponding areas. My specific area is Human Resources and the Management System.

The GH Global Service is implemented in Spain but also in the USA, Brazil, Mexico, Poland, etc. Is it complicated to work with teams so far from your office?
In Olaberria we establish the guidelines in terms of management processes, planning, decision-making, etc. But then the work is carried out independently in each market unit. Although we have a single management model, each Global Service implementation is adapted to the needs and characteristics of its market.

“Although we have a single management model, each Global Service implementation is adapted to the needs and characteristics of its market”

Of all the implementations, which one was the biggest challenge for you?
At an international level, I’ve participated in the implementations in Poland, Brazil, France and Mexico. The last of these was perhaps the most complex, since we included both the Global Service component and the crane sales component in the same system. In Spain, for example, the sale of cranes is managed with one system and the Global Service with another. In contrast, Mexico was the first implementation in which we created a hybrid system that covered both the sale and manufacture of cranes as well as the technical support service.

Why is Global Service so important for GH? What is special about this service compared to the competition?
Global Service allows GH to be close to the customer, an added value that has a positive impact on the rest of the GH Group. Compared to the competition, the GH Global Service stands out in two aspects: speed and digitisation.
Having so many branches allows us to offer a fast and local service wherever we are located. And in the area of digitisation, GH has developed Corebox, a datalogger installed on our cranes that collects data and operating parameters from their different devices. Thanks to this, we can predict when a breakdown might occur in the crane and avoid unscheduled stops.

“Compared to the competition, the GH Global Service stands out in two aspects: speed and digitisation”

What is the most important project for your department in the short term?
GH Realtime, without a doubt. We’ve just launched it and we’re in the start-up and training phase for the branches. It’s a very important challenge because it represents a new service in the business catalogue for GH. Our mission now is to develop a good implementation strategy, both nationally and in the rest of the world.

Explain a little about what GH Realtime consists of and what it will offer GH customers
GH Realtime is a new service from GH. Thanks to the Corebox installed in our cranes, the Service is provided with data on their operation. This information is analysed together with the technical and useful life studies of the components, to offer predictive and personalised services to each customer. 

Does the challenge scare you?
Rather than scaring me, it appeals to me. It’s one of the things that I like most about working at GH – that every so often new challenges like this arise. I’m also lucky to have very good colleagues with whom it’s very easy to work as a team. We always listen to each other’s opinions. Each of us contributes our vision and knowledge and we make all the decisions as a team.

 

 

 

Javier Jimeno nous parle des détails du projet mené à bien par l’entreprise française Le Normand

Avez-vous déjà vu la pièce audiovisuelle dans laquelle nous montrons le processus complet de fabrication, de transport et d’installation de trois ponts roulants monopoutres en Normandie ? Ce projet est réalisé par nos collaborateurs de GH France pour l’entreprise Le Normand, l’un de ses clients les plus stables et durables. Nous profitons de cette « première audiovisuelle » pour discuter avec Javier Jimeno, Gérant de GH France, et en savoir plus sur ce projet. 

GH France aujourd’hui

La France a été l’un des premiers marchés sur lequel GH a travaillé au niveau des exportations. « En raison de sa proximité avec le du siège social, la France est un marché naturel pour GH, facile à pénétrer, facile à contrôler… », expose Javier. 
C’est pourquoi GH est présente en France depuis le début des années quatre-vingt-dix, tout d’abord à travers une entreprise intermédiaire à Lyon, puis avec ses propres installations à Hendaye.
Cependant, en 2011, on a misé sur l’achat d’une entreprise indépendante qui commercialisait GH à Nantes appelée MR2l, ce qui a entraîné la fermeture des installations d’Hendaye et le transfert de la délégation là-bas.
Depuis, Javier Jimeno est gérant de GH France. On peut également souligner la présence des directeurs des ventes David Moulin et Ruth Vizcarra. « Ils travaillent depuis toujours pour GH et leur travail est essentiel pour la délégation », indique Javier.
« Actuellement, nous sommes 38 employés à GH France et nous avons deux activités professionnelles : l’une est la vente de produits fabriqués à Beasain et l’autre, la maintenance de ces produits », explique Javier.
Pour réaliser ce service technique, GH France possède également des bureaux à Orléans et Troyes.

Projet Le Normand

GH France a une relation stable et durable avec de nombreux clients. L’un d’entre eux est Le Normand, une entreprise historique de remorques agricoles avec laquelle il travaille depuis 10 ans.
En 2021, Le Normand a entamé la construction de sa nouvelle usine. Et pour ce faire, elle a demandé à GH de transférer ses ponts roulants et d’en fabriquer trois nouveaux. « Même s’il n’est pas habituel de travailler avec une telle avance, ce client a notamment clôturé la commande l’année précédente », indique Javier.
C’est à ce moment-là que les deux entreprises ont décidé d’enregistrer le processus en vidéo pour documenter de manière audiovisuelle la construction d’un pont roulant du début à la fin.

LE PROCESSUS COMPLET

Bureau technique

Une fois les caractéristiques et les dimensions du pont roulant convenues avec le client, ce dernier commence à prendre forme au bureau technique de GH, situé à Beasain. D’après Javier, pour gérer un projet d’un pont roulant standard, près de trois personnes sont nécessaires : « une personne dans l’administration, une autre pour la partie mécanique et une autre pour la partie électrique ».  Les trois préparent ensemble un plan général du pont roulant qui est validé avec le client. Une fois l’accord du client reçu, la fabrication à l’atelier commence.

Fabrication à l’atelier



La fabrication d’un pont roulant à l’atelier a une durée approximative de quatre semaines. « Tout d’abord, les composants sont fabriqués pendant environ trois semaines. Puis, en une semaine, les employés de Bakaiku construisent les poutres, font l’assemblage des composants, et peignent et préparent le pont roulant », précise Javier.

« Malgré leur grande taille, les ponts roulants doivent être construits au millimètre. » C’est pourquoi, pour Javier, il s’agit peut-être de l’aspect le plus critique et auquel il faut prêter le plus d’attention pour la fabrication du pont roulant. « Par chance, c’est un travail que nous faisons régulièrement et cela n’est un problème pour nous », affirme Javier.

Enfin, une fois construit, il faut vérifier que tous les éléments du pont roulant fonctionnent correctement. Voilà pourquoi de nombreux tests de fonctionnement ont été réalisés à vide. « Avant de sortir de l’usine, le pont roulant est vérifié et testé presque à 100 % », assure Javier.

Transport et installation

Transporter un pont roulant d’une longueur similaire, 34 mètres dans le cas de Le Normand, n’est pas simple. Un transport spécial est requis, ainsi que l’autorisation conséquente des autorités. Selon Javier, « l’obtention de cette autorisation prend bien plus de temps que la fabrication du pont roulant en question ».  Malgré tout, les employés de GH sont plus qu’habitués et connaissent parfaitement la procédure. De plus, ils ont un rapport très facile avec les transporteurs qui « sont bien plus que des fournisseurs ».

À cette occasion, le transport depuis Beasain en Normandie a duré trois jours et aucun incident remarquable ne s’est produit. Une fois à destination, une équipe technique de GH s’est chargée d’installer le pont roulant et de le rendre fonctionnel. « La vérité c’est que, depuis son installation, je n’en ai pas reparlé avec le client, ce qui est un bon signe. Cela veut dire que tout va bien et qu’il est satisfait », assure Javier.

L’avenir de GH en France

L’objectif de GH en France est de poursuivre sa croissance. « Nous sommes une entreprise fiable et sérieuse, et notre produit s’inscrit dans cette ligne », affirme Javier. « Même si nos concurrents sont très bien implantés, notre principal objectif est de continuer à renforcer notre position sur le marché. Actuellement, nous construisons en moyenne 180 ponts roulants par an en France, mais nous sommes en mesure d’en faire plus. Nous travaillons dans cet objectif.

En outre, en parallèle, un projet à moyen terme est prévu pour pouvoir offrir un service technique correct dans toute la France. « Actuellement, nous offrons un service technique dans tout le pays, mais dans certaines zones, en raison des distances, nous ne pouvons pas être si compétitifs », précise Javier. « L’idée est de créer des stations de service technique dans différentes régions du pays et de pouvoir être plus réactifs », conclut-il.  

Javier Jimeno tells us in detail about the project carried out for the french company Le Normand

Have you seen the audiovisual piece in which we show the entire manufacturing, transport and installation process of three single girder cranes in Normandy? This was a project carried out by our colleagues at GH France for the company Le Normand, one of their most stable and long-standing customers. We take advantage of this “audiovisual premiere” to chat with Javier Jimeno, Manager of GH France, and find out more about this project. 

GH France today

France was one of the first markets that GH took on at the export level. “Being so close to the headquarters, France is a natural market for GH, easy to attack, easy to control …” explains Javier.
For this reason, GH has been present in France since the early 1990s, first through an intermediary company in Lyon, and later with its own facilities in Hendaye.
However, in 2011 the decision was taken to buy an independent company that marketed GH products in Nantes called MR2I, which led to the closing of the Hendaye facilities and the regional office moving there.
Javier Jimeno has been manager of GH France since then, with the presence of sales managers David Moulin and Ruth Vizcarra also standing out. “They have been working for GH all their lives and their work is essential for the regional office,” says Javier.
“GH France currently has 38 members of staff, and we have two professional activities: one is the sale of products manufactured in Beasain and the other is the maintenance of these products,” he explains.
To carry out this technical service, GH France also has offices in Orleans and Troyes.

The Le Normand project

 There are many customers with whom GH France maintains a stable and lasting relationship. One of them is Le Normand, a historic agricultural trailer company with which we have been working for 10 years.
In 2021, Le Normand began the construction of their new factory, and they asked GH to transfer our cranes and manufacture three new ones. “Although it is unusual to work so far in advance, this customer specifically closed the order a year before,” says Javier.
At that time, both companies decided to record the process on video to document how a crane is constructed from start to finish in an audiovisual format.

THE ENTIRE PROCESS

Technical office


Once the characteristics and measurements of the crane have been agreed with the customer, it begins to take shape in the GH technical office, located in Beasain. According to Javier, around three people are needed to manage a standard crane project, “one person working on the administration, another for the mechanical work and a third for the electrical work”.  Between the three of them they produce a general drawing of the crane that is validated with the customer. Once the customer’s OK has been received, manufacturing begins in the workshop.

Manufacturing in the workshop

The manufacture of a crane in the workshop takes approximately four weeks. “First, the components are manufactured, which takes about three weeks. After that, within a week the Bakaiku workers construct the girders, assemble the components and leave the crane painted and ready,” says Javier.
“Despite their enormous size, the cranes have to be built accurately, to the millimetre.” That is why, for Javier, this is perhaps the most critical factor and where the greatest care must be taken when manufacturing the crane. “Luckily, it’s a job that we do all the time and so it’s not a problem for us,” he says.
Finally, once the crane has been built, the correct operation of all the components of the crane must be checked. To do this, a variety of tests operating without load are carried out. “Before leaving the factory, the crane has been almost 100% checked and tested,” says Javier.

Transportation and installation


Transporting a crane of such length – 34 metres in the case of Le Normand – is not an easy task. Special transport and its consequent permission from the authorities is required. According to Javier, “it often takes longer to get that permit than to manufacture the crane itself.”  Fortunately, at GH we are more than used to this and are completely familiar with the procedure. In addition, we have a very fluid relationship with carriers that “are more than just suppliers”.
On this occasion, the transport from Beasain to Normandy took three days, and no notable incidents occurred. Once at its destination, a GH technical team was in charge of installing the crane and making it ready for operation. “The truth is that, since it has been installed, I haven’t spoken to the customer again, which is a good sign. It means that everything is going well and that they are satisfied,” says Javier.

The future of GH in France

GH’s objective in France is to continue growing. “We are a reliable and serious company, and our product reflects that,” says Javier. “Despite the fact that our competitors are very well established, our fundamental objective is to continue improving our market position. We currently build an average of 180 cranes a year in France, but we are capable of producing more. We are working to achieve this goal.”
In addition, in parallel, there is a medium-term project with the objective of providing a quality technical service throughout France. “We already provide technical service throughout the country, but in some areas, due to the distances, we can’t be as competitive,” Javier points out. “The idea is to create technical service stations in different parts of the country so that we are able to be more responsive,” he concludes.