Setting Up a First-Time Fix

Operators and techs alike want to see a first-time fix on a service call when a piece of equipment goes down. For operators, it means less downtime and more cost savings. For techs, it gives them a boost of confidence and lets them move on to help other customers. Of course, repeat service calls happen. But with good communication, preparation and true partnerships, operators can increase their chances of a first-time fix. Service agents offer the following tips:

SMART EQUIPMENT SPEEDS THE PROCESS. “Technology is improving rapidly, and smart equipment has the ability to tell us what part needs to be replaced,” says David Filson, director of technical training at Tech24 in Louisville, Ky. Recently, Tech24 replaced a display on an automated vending machine. Because the unit was connected to Wi-Fi, the manufacturer was able to access the system software and know what part the tech needed to bring. Once the tech replaced the screen, they called the manufacturer, which ran a second diagnostic to verify the repair was made on the first trip.

COMMUNICATE AS MANY DETAILS AS POSSIBLE. Operators who need to place a service call on a piece of equipment will want to share the make, model and even the serial number if possible. “These details allow us to pull spec sheets or manuals, and to check if we have a to-go kit or parts in our main inventory or on the truck,” says Christopher Warren, vice president of Joe Warren & Sons Co. in Norwood, Mass. A description of the problem, any error codes (don’t clear them) and who to contact once on-site also are key details. One thing operators often forget to share, Warren says, is user error. “They’ll call to tell us the walk-in cooler temp is rising but leave out the part that they just had a delivery and left the door ajar for an hour,” he says.

BE READY FOR THE TECH TO ARRIVE. “Ensure clear access and safe work conditions for the technicians,” says Chad Childres, operations manager for Clark Service Group’s Macon, Ga., branch. “Make sure doors are unlocked and that the breakers and utilities are accessible.” Warren adds that if it’s a service call for a walk-in cooler and the tech arrives to find it so jam-packed they can’t reach the evaporator coil in the back, for example, they might have to make a repeat service call. They are likely busy and it could take an hour or more to move product out of the way.

When working with a service provider, “the most important thing is to build relationships, not just with the technicians but the dispatcher, managers … anyone the customer communicates with from that service provider,” Filson says. “Having a good relationship allows us to work through problems with customers to make sure they are taken care of, and we maintain a mutually beneficial relationship.”

4 Mistakes To Avoid

Chad Childres of Clark Service Group points to the following errors that lead to repeat service calls:

• Skipping planned maintenance or ignoring early warning signs, all of which can lead to large, costly repairs
• Not sharing complete and accurate information when placing the service call
• Not fully testing the equipment before the tech closes out the job
• Not following post-repair recommendations, such as moving a suffocating ice machine to a well-ventilated area