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Service & Support Best Practices?

Views: 5907

#74728

Service & Support Best Practices? | 13 October, 2015

I'm interested in learning more about best-practices across the industry in service and support? Who does it the best, in your opinion and why? What can be done better? What needs are currently not being met relative to service and support that Customers want to see?

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#74735

Service & Support Best Practices? | 15 October, 2015

In my experience over last 10 years with (Juki, Heller, DEK, Ace, Speedline, Mirtec) they all have good support and are responsive to our needs, whether it is phone/online support or in scheduling a visit. The real differences are with the knowledge and abilities of the people within each organization. Some techs are just better at it than others, and those are the ones we seek out, if possible.

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#74737

Service & Support Best Practices? | 16 October, 2015

I don't have time to go in depth, but I will say this.. Considering onsite Service... Please please PLEASE make sure your Service Engineers travel with tools. I'm very tired of having to scramble to find tools for FSE's who show up at my facility without any. I can understand not having a special tool, but it seems as if a lot of FSE's fail to carry a set of allen wrenches, or even a screwdriver. I understand that it's a pain lugging a Toolcase through the airport, and that airlines are charging exorbitant rates for additional baggage. But you shouldn't inconvenience your customers. Maybe I'm in the minority, but this is a personal pet peeve of mine.

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#74738

Service & Support Best Practices? | 16 October, 2015

Thank You! I appreciate your response.

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#74739

Service & Support Best Practices? | 16 October, 2015

Thank you! I appreciate your input and totally agree. Airlines have made it less accommodating to bring everything we might need and we must respect that you have a job to do and it's not finding us tools.

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#74742

Service & Support Best Practices? | 16 October, 2015

CharlieM hit it on the head! As a former Field engineer for an equipment OEM and now for my own business, the first thing you will hear when you walk on to the factory floor is how bad the last guy was if he didn't do a good job. What most engineers or there managers don't understand is that their mission while on site is two fold; first is to fix the machine in a professional manor maintaining the original quality of the equipment and second is to fix the client, if needed. You need to understand your client and what drives them. By understanding their true needs the field engineer can build a relationship with the client that benefits both parties. A client needs to know you have his back and that when things happen, like the engineer can't be there tomorrow, that there is a plan in place to get their equipment back up an running ASAP. Parts is the other main issue of course. For example, if you're based in North America and the parts are in China with no regional stock, this is bad! Letting your client know about critical spares and potential lead times is important. Better to be honest then have an angry end user; one wrong can undo a 100 rights! And I definitely agree with what Frazzled said, Be on time with the tools to do the job. Things will happen, travel delays, TSA dumped my tool box and now "X" is missing and sometimes the scope of work changes. The key is communicate with client, don't be afraid to provide information, not the "sky is falling" but let them know what's going on, before, during and after the service. Remember the person you are interfacing with has a boss that wants to know, so good communication is paramount. I would also like to add in that there are many top field engineers that saw the light broke off from the mother ship and started their own services businesses. You don't always have to use the OEM, outside of warranty issues. A lot of times this equates to better service at better rates as the secondary provider has a greater vested interest in the final result! Knowing good secondary providers gives the equipment owner another option or maybe the only option with legacy and obsolete platforms. Great service will extend the life of any piece of equipment.

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#74746

Service & Support Best Practices? | 19 October, 2015

Great message that all should pay attention to, I know we do here and have for many, many years knew that good communication and expectation setting was the foundation of satisfied customers. I'd like to hear more about your independent services business? Let me know how to best contact you or any others out there who are operating an independent service business in U.S., Mexico or Canada?

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#74752

Service & Support Best Practices? | 20 October, 2015

"Industry Directory"; search PRIME TECH Services

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#74760

Service & Support Best Practices? | 21 October, 2015

Excellent! Thank You!

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