Mackay Service Advantage

QVC: 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. 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 over 16,000; 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 15 major U.S. ports, 6 Canadian, 2 Latin American, and 10 strategic European and Asian 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:

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