Overhead Crane After-Sales Service Network Covering 28 Provinces
Our after-sales service network now covers 28 provinces across China, with emergency response on site within 24 hours. The reach and response speed of our overhead crane service network directly impact your equipment uptime and production continuity.
The coverage radius and response speed of an overhead crane after-sales service network are critical to equipment efficiency and production continuity. Kelude Heavy Industry has just completed the final phase of its national service network expansion, adding service stations in Ningxia and Qinghai. The network now spans 28 provinces and autonomous regions, with 32 service stations and 4 regional spare parts centers. Our commitment to reaching any site within 24 hours for emergency failures has been maintained for over 18 consecutive months, with an on-time arrival rate of 98.6%. This article provides a comprehensive overview of our network layout, response mechanisms, spare parts availability, and service quality.
National Service Network Coverage
The 32 service stations are organized into four regional clusters. The East China cluster operates 8 stations covering Shandong, Jiangsu, Zhejiang, Anhui, Fujian, and Shanghai. The Central China cluster has 6 stations serving Henan, Hubei, Hunan, and Jiangxi. The North & Northeast China cluster runs 10 stations across Beijing-Tianjin-Hebei, Shanxi, Inner Mongolia, Liaoning, Jilin, and Heilongjiang. The Western China cluster maintains 8 stations covering Shaanxi, Gansu, Ningxia, Qinghai, Xinjiang, Sichuan, Chongqing, and Yunnan. Four regional spare parts centers are located in Zhengzhou, Wuxi, Tangshan, and Xi'an, each stocking approximately 150 types of routine spare parts.
Tiered Response Time System
We have established a three-tier response standard based on fault severity. Critical faults — where the crane cannot operate or poses a safety hazard — trigger the emergency response channel, with on-site arrival within 4 hours in the eastern region, 8 hours in the central region, and 24 hours in the western region. Warning faults — where the equipment can run at reduced speed but requires prompt maintenance — are addressed within 24 hours in the east, 48 hours in the central region, and 72 hours in the west. Info-level items — recommended maintenance that does not affect operation — are scheduled into the next regular maintenance visit.
Spare Parts Assurance System
Our spare parts assurance covers the full range of overhead crane products. The parts centers operate on a Safety Stock plus dynamic replenishment inventory management strategy. Safety stock levels are set at 1.5 times the average monthly consumption, and the system automatically triggers replenishment orders when inventory drops below the safety threshold. Spare parts delivery within 48 hours achieves a 92% success rate, with emergency spare parts available for air express shipment.
Service Quality Assurance
Each service station is staffed with 2–4 certified service engineers who have all passed our internal certification assessment. Engineers receive no less than 40 hours of technical training annually, including training on new product models and the remote operation and maintenance platform. Customer satisfaction ratings are submitted through the platform within 48 hours of service completion. In 2025, the average customer satisfaction score was 4.6 out of 5, with a first-time repair pass rate of 94.3%.
Frequently Asked Questions (FAQ)
Q: How is after-sales service provided in remote areas without a local service station?
A: Three mechanisms ensure coverage. First, our remote operation and maintenance platform provides remote diagnostics and remote support — approximately 70% of faults can be diagnosed and resolved remotely. Second, mobile service vehicles — 2 units per region — make quarterly preventive maintenance and inspection visits to remote customer sites. Third, emergency fly-out service: for remote customers requiring on-site intervention, engineers are dispatched from the nearest service station or our headquarters, flying to the closest airport and then continuing by local transport.
Q: How are service engineer qualifications ensured to guarantee repair quality?
A: Every service engineer must progress through a five-level certification system, from L1 to L5. L1 engineers are qualified for basic installation and commissioning and can independently complete standard model installations. L3 engineers are capable of fault diagnosis and complex repairs, including VFD parameter adjustment, PLC program modification, and wireless communication troubleshooting. L5 engineers are senior experts who guide the resolution of major complex faults. All on-site repairs follow a two-person team protocol — solo operation is strictly prohibited. The engineer certification system complies with the personnel competency management requirements of ISO 9001:2015 Quality Management System for service delivery processes.
Q: What are the pricing structures for spare parts and out-of-warranty repair services?
A: Spare parts pricing is fully transparent — all standard parts are listed with uniform retail prices on our online spare parts marketplace. Standard components such as brake shoes, contactors, and limit switches are priced uniformly nationwide. Non-standard parts are priced on a cost-plus basis. Failures caused by quality issues during the warranty period are covered at no charge for parts or labor. Out-of-warranty service is billed at $45 per hour per engineer for labor, plus actual travel expenses and parts at the published price list.
Q: What types of crane maintenance contracts are available, and what do they include?
A: We offer three maintenance contract tiers. Basic — quarterly scheduled inspections plus emergency response with a 30% discount on labor. Standard — inspections every two months, free labor for emergency response, and 10% off standard spare parts. Comprehensive — monthly inspections, unlimited emergency response calls, all labor and standard spare parts free, plus a waiver of the annual remote platform fee. Comprehensive contracts account for approximately 55% of new maintenance agreements. We recommend selecting a plan based on crane service life — Basic or Standard for newer cranes, and Comprehensive for cranes in service for more than 5 years.
