Stories and suggestions for a happier customer.

Field service representatives are like firefighters. When you need them, you need them NOW. The urge for immediate help often creates panic or even anger if the phone isn't picked up on the first ring. The ensuing interaction can be tense, technical – and funny.

Those who provide technical support by phone know that only part of their job is technical; the rest is psychological. A quick look at the following humorous interactions can illustrate the path to more effective use of the technical service desk.

1. Key bits of data ease the situation. From an actual phone conversation:

Field service: Hello. How can I help you?

Machine owner: Your machine doesn't work.

FS: Can you tell me the serial number of the machine?

MO: No. The number isn't listed.

FS: Do you know what model the machine is?

MO: I can't tell you. Can't you get out my order and look it up?

FS: Well, what seems to be the problem with the machine?

MO: It's creating scrap and costing a lot of money. You need to fix it.

FS: What is the name of your company and the address?

MO: I don't have that information. I'm in New Jersey and the machine is in China.

As this real-life example suggests, a little preparation could have saved time. To get the right help quickly, have vital information ready – perhaps even in writing – before you make the call. This includes a model number, serial number, type, model, age, and software in use. How can the problem be measured or how does it show itself? Where does it occur (computer screens, times, sequences)? What is the effect? Where is the machine located? Who are the necessary contacts, and what is their information? Is the machine under warranty or a service contract, and what are the terms? What is the history of the machine? Is your company the original owner or is the equipment used or rented?

2. Know whom to call. We pick up the conversation:

MO: Your stupid machine isn't working again.

FS: Sir, what machine do you have?

MO: You know, YOUR machine!

FS: We make several models, at least eight. Do you know which model it is?

MO: It is your machine! You would think you could figure this out.

FS: OK, what color is it?

MO: It's blue.

FS: I'm sorry sir, that's our competitor's machine.

MO: Oh. (Pause) Do you have their phone number?

This actually happened. Ensuring you call the right company, correct division and technical service department is not trivial. If you channel your problem into the best available resources, the problem becomes much smaller.

You save time by finding the correct contact, usually the service person. In most companies a variety of people are willing to help: factory workers, sales staff and others. However, it is the field service or technical support staff who are trained to reach a solution quickly and with the least disruption because these issues are their focus.

3. Overlooking basic problems. We pick up the conversation midstream:

MO: I cannot get your machine to work. I'm really upset about this; your quality is low, and the thing won't work. You are not getting away with this.

FS: Well, let's see what the problem is.

MO: I already checked everything, and it is set up just like it says to do it in the manual. I press the START button and nothing happens.

FS: OK, is it plugged in?

MO: Of course, you think I would call about that? I did not call to waste time with simple things. I think it is in the power supply on the interface board.

FS: OK, is there a yellow light on the front panel?

MO: Yes.

FS: Please rotate the red E-STOP button on the right side. What happens?

MO: (Long silence, with machine noises in the background) Ahhh, this is ridiculous; I will solve it myself. (Click)

FS: (Into the dead line) I guess the Emergency stop button was pushed in.

Variations of this conversation occur daily. A large percentage of calls involve something obvious that was overlooked. We all do this, and it will happen to you. Check everything systematically; look first for the simple solution. Often the simplest answer is the right one. Is the machine plugged in? Is the power on? Are all the switches in the right place? Was the boot-up sequence followed? Are dials set correctly? Is everything in the correct position? Are the fuses blown? Is a screw loose? What materials are you using? Are the fuses the ones specified for your equipment? Are parts old or worn? Are you using replacement parts and materials specified by the manufacturer? (Substituting non-recommended parts can cost time and money when the equipment fails.) Does the problem occur in some places, but not others? What has changed? Are there trends in these data? What data are available? What data are missing? Can you make the problem come and go, or manipulate it in any way?

List all possible root causes and the testing required to confirm or reject each cause. Can it be tested; if so, how? Try to identify the mechanical, software and electrical systems involved. Rate each as very likely, possible and unlikely, and rank by number from cheapest to most expensive. Start with the simplest, cheapest and most likely, and then test your hypothesis. Analyze root causes by proving or dismissing each potential root cause. More than one root cause is possible.

Use the checklist in the manual or from the field service representative to check all parts of the machine from top to bottom.

4. Explain all the details of the problem.

MO: Our machine stopped working.

FS: Can you tell me when and what happened?

MO: It worked fine yesterday and this morning, but all of a sudden it stopped.

FS: Did you notice anything out of the ordinary when it stopped?

MO: Well, it could have something to do with the explosion outside.

This type of exchange occurs frequently (fortunately, without the explosion). Something happens to the machine, and no one wants to admit his hands were on it when the problem occurred. However, service technicians generally find out anyway, as they have often made mistakes of their own. They are not looking to place blame; they seek to define the problem and solution as quickly as possible. Being honest about the problem saves time and directs the effort to what needs to be checked. You can help by telling the technical support contact what happened. It is quicker, cheaper and usually the best way. Other examples we've heard: "I dropped the machine"; "there was a flood"; "the third shift took a part to get another machine running"; "R&D reconfigured the machine for an experiment."

5. Train the person who will be operating the equipment. A company sends its best engineer for training. He arrives and studiously attends the classes and then plays golf for three days. Upon his return, he assigns the task to an untrained technician. The technician calls the equipment manufacturer, who trains him, poorly, over the phone.

Variations of this occur. When trained and experienced operators leave a company, funny things happen: strange computer programming, default values changed, odd configurations of equipment. Training is key. It provides common terminology and methods that form the basis for all diagnostic and setup work. It is a way to create a uniform standard to solve problems (and avoid them). Want a smooth operation? Get training for the operators. It is the cheapest and most effective tool available.

6. Read the manual. It's amazing what can be learned about equipment in the accompanying manual. If there's something you don't understand, ask before a problem occurs. If the manual is poorly written, let the company know.

7. Use the field service representative's time to your best advantage. Maximize time spent on your equipment by uncrating the machine and plugging it in. The less time technicians perform basic handling, the more time they can spend demonstrating how to operate and troubleshoot the equipment.

8. When field service representatives arrive, let them help you. They are trained and willing to help. They understand you have made an investment in capital equipment, and they want you to succeed.

We all have the same goal: to get that equipment working. Follow these steps and 90% of your problems will disappear. And when this does not produce a solution, you will be prepared to call in the experts. Maybe you'll even have time to laugh about it later.

 

Frank Murch is director of field service at Asymtek (asymtek.com); fmurch@asymtek.com.

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