the service you're getting meet your demands?
Is the service offered by an experienced industry technician?
When you are paying for service, you shouldn't have to
absorb the cost of educating the on-site technician. Many
companies dispatch a "jack of all trades" mechanic
who may eventually solve the problem, however, several
hours are billed to you for their education of the operation
of your equipment.
Does the technician have full service capability?
When your machine requires PLC program monitoring, debugging
or modification, the hired technician must have the tools
and capability to provide this service. If they arrive
on-site and spend hours working on the machine only to
discover that it may be a programming issue, you want
to be sure that they're equipped to solve your problem.
After all, you are paying for their time!
Does the technician have access to replacement parts
for your machine?
You want to be sure that the service group offers you
a "one-stop-shop" solution. If the service provider
can't supply the parts they're suggesting you replace,
how can you trust that they will solve your problem? At
that point, they are conveniently passing the buck!
Does your service provider come highly recommended?
Since you are paying premium rates for a service, it is
in your best interest to obtain references from the technician
you are contracting (i.e. specifically whether or not
they have experience with your type of equipment). If
they cannot produce quality references, you may want to
re-consider using their services.
What additional service solutions are being offered
If the technician replaces a part on your machine and
it works only for a short period of time before breaking
down again, it allows him to return for more billable
service and gives him the opportunity to replace more
parts at your expense! Solving your machine problems is
not as simple as changing parts! You want your service
provider to analyze your needs and offer you potential
alternative solutions to correct the problem once and
for all. By suggesting machine upgrades, retro-fitting
outdated assemblies, employing current technology and
machine design advancements, substantial savings can be
realized immediately. One analogy is to compare the services
of a qualified auto mechanic versus a person who thinks
he is one. If your car stopped running and you looked
strictly at the hourly cost, most certainly the qualified
mechanic would not offer you the least expensive hourly
rate. But if the problem were diagnosed correctly and
quickly, the overall savings and peace of mind would be
yours. The alternative "backyard mechanic" approach
is to replace every part until they stumble onto the problem.
Once again, who's paying the bill?