Pat,
I am an electrical engineer and troubleshoot MRI, CT, Cardiac Cath labs etc. One day down could cost a customer 20-30 thousand dollars. What I was saying was that in an ideal world every engineers troubleshooting skills would be equal but unfortunately they aren’t. What we have are some that are excellent at fixing things but terrible at customer relations. On the other hand we have some that are excellent with customer relationships but are lacking in their troubleshooting skills.
The point I was trying to get across was as long as you have communication and excellent customer service you can lack in repair time.
I cover 42 accounts throughout the northeast part of the country and also provide national support and this is the norm.
Maybe it’s different for non customer facing situations but this is what I’ve learned from my experience. Communication is key weather it’s what the customer wants to hear. You don’t leave your customer hanging and guessing what’s going on . Without the customer you don’t have a job .
I am an electrical engineer and troubleshoot MRI, CT, Cardiac Cath labs etc. One day down could cost a customer 20-30 thousand dollars. What I was saying was that in an ideal world every engineers troubleshooting skills would be equal but unfortunately they aren’t. What we have are some that are excellent at fixing things but terrible at customer relations. On the other hand we have some that are excellent with customer relationships but are lacking in their troubleshooting skills.
The point I was trying to get across was as long as you have communication and excellent customer service you can lack in repair time.
I cover 42 accounts throughout the northeast part of the country and also provide national support and this is the norm.
Maybe it’s different for non customer facing situations but this is what I’ve learned from my experience. Communication is key weather it’s what the customer wants to hear. You don’t leave your customer hanging and guessing what’s going on . Without the customer you don’t have a job .
Hugo,
I spent my last few working years before retirement as an advanced engine technician for a UAV company. Customer service was and is a very large part of their business policies but even with that in mind it could be several months before I could review engine failure/anomaly telemetry and over a year before I put my hands on failed product for testing, with the testing and assessment process often requiring several weeks to complete. In a company with over 1000 employees I was the only person dedicated to that task, in addition to research and development testing.
Don’t be too quick to judge other companies by the standards you operate on. For the field I was in the completion of an incident analysis and report is generally a two year process.