At Volvo Construction Equipment, there are such a group of people who, although they are in ordinary positions, hold up the outstanding success of customers with their silent dedication day after day.
Today, let's approach Volvo's construction equipment customer service engineers again to see how they provide high-quality services to customers with professionalism, patience and care.
Be prepared in advance to expedite work.
Ordos Minda Coal Co., Ltd., mainly engaged in raw coal production and sales, has an annual coal production capacity of 1.2 million tons. Among them, 54 Volvo crawler excavators, which are in full swing, are favored by their advantages such as fast loading speed, high movement matching, low fuel consumption and perfect after-sales service, which are truly "profit-making tools" in the eyes of customers.
Cutting wood workers, excavators and other equipment must be carefully maintained to keep the best working condition. Putting the interests of customers first, Volvo Construction Equipment and its distributor, Inner Mongolia Woneng, specially set up a service station in the mining area, and arranged three service engineers to stay in the mine to help customers cope with sudden equipment failures at any time.
"Coal sunspots"
A day for Volvo service engineers stationed at Minda Coal can be summarized by a series of figures: they are on standby 24 hours a day, walking for several kilometers to and from work, and sometimes it takes more than ten hours to start work.
In order to better respond to the demand and minimize the downtime of customers, Wojia service engineers are on standby around the clock. Once they receive the repair request, they will leave quickly without saying anything.
After work, everyone talked and laughed, summed up the work results of the day, and sometimes teased each other with "coal spots". Although tired, my mood is full and relaxed. This is an ordinary day for three Volvo service engineers in Erdos Minda Coal Co., Ltd..
Call at 4: 00 a.m.
At 4: 00 a.m. one day, the service team suddenly received a repair call, and the customer's urgent voice came from the receiver: "When the machine is under construction, a large amount of antifreeze suddenly appeared in the engine! Can you please help me to have a look? "
Everyone was awake when they heard the urgent need. First, the engineer told the customer not to start the machine, and put down the phone and set off immediately. It took only 15 minutes from receiving the call to arriving at the scene.
After inspection, the maintenance team judged that there was a problem with the four internal components of the engine, and it was necessary to disassemble the engine for maintenance. Due to the tight construction period, the customer worried that returning to the factory for repair would delay the progress of the project, but after patient explanation and communication by the team, the customer finally agreed to bring the engine back to the overhaul factory for repair. As the company has complete accessories and mature technology, the team will repair the engine and deliver it to customers within three days!
Service star
The resident team of Minda Coal has more than 10 years' working experience, and emergency response and quick troubleshooting have already become the daily routine of the team. With the development of the team, the service engineers have gradually grown from the initial maintenance apprentices to the "service stars"! With excellent maintenance technology and serious and responsible attitude accumulated for many years, Wojia service team has won wide recognition from customers.
The effort and sweat behind such a seemingly ordinary job should not be underestimated. It is many front-line "service stars" that illuminate the way forward together, and consistently practice the service promise of "being dedicated and sincere" with practical actions.
