Mackay Service Advantage

Mackay Service Advantage

Quality, Value, Convenience

Quality

• Recruiting: Mackay employees are carefully recruited and trained using a highly-refined combination of sources, scoring, interviewing, and testing.
• Development: Mackay Service Technicians are developed via a detailed, multi-year grading plan and regularly attend industry-leading factory training schools.
• Spares: Mackay’s enterprise inventory system flags and replenishes high-failure items.  $9 million of  inventory is accessible by all employees, worldwide, 24/7.
• Kits: For field work, Mackay operates a unique system of comprehensive “service kits”, as opposed to just keeping “loose spares” on a stockroom shelf.
• Measurement: First-Time-Fix-Rates & Customer Retention Rates are two primary metrics utilized.
• Knowledge: Nearly all our executives, managers, salesperson and dispatchers started as technicians. The average tenure at Mackay is 13 years.
• Volume: Mackay service attendances performed each year have grown to 18,000; building expertise and implementing manufacturer’s training.

Value

• Pricing:  Mackay’s Service Labor Rates trend lower that our peers. Our “average invoice” amount is below that of an estimated 75% of our marine service peers.
• Travel Costs: Mackay minimizes travel costs and mileage by operating Mackay-owned “service depots” in 17 major U.S. ports, 6 Canadian, 5 Latin American, 8 European, 9 Asian, 4 Indian, U.A.E. & 3 South African locations; supplemented by an extensive cadre of 90+ convenient, qualified global agents.
• Contracts: Mackay offers service contract options which are effective, economical, and targeted to meet the various needs of our customers.

Convenience

• Mackay World Service is staffed live 24/7/365  on four (4) continents with technical coordinators to enable immediate response to service and parts needs.
• Network:   Mackay offers comprehensive coverage with 90 Mackay Service Technicians stationed in 28 major ports in the Americas, and complimented by 21 Mackay “sales & service depots” in the busiest European & Asian/Indian Ports; plus U.A.E. and 3 South Africa ports. Through Mackay World Service, clients have access to authorized service agents worldwide.
• Brands:  Mackay is authorized, and stocks spare parts, on an exceptionally wide range of the marine industry’s most popular and respected brands.
• Parts:  Mackay stocks $9+ million in spare parts, housed by product model in ruggedized service kits; ready for immediate deployment.
• Class Societies:  Mackay is certified by every major Class Society ; including ISO-Certified in several regions (CLASS SOCIETY & USCG Certification by Mackay Marine Location (pdf)) .