Shuttlelift hosted a special Service School for Shuttlelift dealers and field service technicians at its manufacturing facility in Sturgeon Bay, Wis. The school sessions, held on March 25-27 and April 1-3, were so successful, that the crane manufacturer has added a third class later this year.
The limited class size, 10 students plus interpreters, allows Shuttlelift to focus more attention on the curriculum and to increase personal one-on-one instruction. This philosophy, said Richard Huston, Shuttlelift CustomerCare service technician, is already proving to be beneficial to all involved parties.
“We developed these classes to better train and empower the field service technicians, enabling them to be even more self-sufficient while on location,” Huston explained. “While we are always willing and available to help, it’s crucial for everyone involved if our on-site technicians can resolve issues quickly.”
Indeed, an out-of-service machine means costly downtime for the facility. The longer a facility has to wait for assistance, the longer its operation is at a standstill; not only is that an unwelcome development for customers and employees, it’s heavy hit to the business’s bottom line.
Huston noted that it’s unusual for field service technicians to have factory-caliber knowledge of complex electrical systems. That’s why developing this knowledge base among Shuttlelift’s global corps of technicians is a critical element of the Service School.
“We know that every minute of downtime is a critical minute of lost revenue, diminished customer satisfaction and missed opportunities,” he said. “So our goal is to send technicians who can provide truly expert knowledge of the machine’s full mechanical and electrical systems. We understand that this is the best way to ensure minimal downtime and the machine’s quick return to service.”
Shuttlelift continues to move forward with innovative, cutting-edge technologies, so it’s important to train approved technicians appropriately so they can service those new technologies quickly and effectively. It’s not just about bringing new products to market; it’s about providing a valuable service network that can support customers worldwide.
The Service School, Huston added, also focused on the importance of Shuttlelift’s inspection program.
The 2014 Shuttlelift Service School focused on basic through advanced troubleshooting in basic electrical systems. In addition, Shuttlelift partnered with Sturgeon Bay-based CenterPointe Marina, which allowed the Service School to use its fully operational Marine Travelift 70 BFM (similar to a SL75II) for training purposes.
“Each service technician learned various testing procedures, how and why machine inspections are important, and proper paperwork procedures,” he commented. “They gained a deeper understanding of how keeping up with annual maintenance on the machine can increase a machine’s resale value down the road.”
“They also learned how, through annual inspections of customers’ machines, how valuable increased face-to-face time with the customers can be,” he continued. “The customers will see the importance and benefits of proper preventative maintenance and reduced downtime.”
The service technicians who attended this spring’s school sessions traveled from as far away as Malaysia, Japan and Europe, as well as from throughout North America. Huston said Shuttlelift was very pleased with the Service School’s global appeal and the positive feedback it has received from participants.
For details about the fall Service School classes at Shuttlelift’s global headquarters in Sturgeon Bay, call 920-743-6202 and ask for the CustomerCare department.