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Separators Way [Service Visit]

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Posted by: Quenton Lind on September 27, 2019 at 11:39 AM

Scheduling service for your equipment can be a daunting task. Whether or not you've suffered an equipment failure, fitting service into your schedule isn't always easy. This is a situation equipment operators know all too well. That’s why at our business, we’ve made scheduling routine and emergency maintenance as easy as can be.

When you service with us, you can expect results that are just as streamlined as your production process. We strive to get you back to being fully operational as soon as possible.

Separators offers every centrifuge repair in the book. We offer a minor service, where an inspector comes in to only inspect the top end of your centrifuge. We also offer the major/annual service, where an expert will inspect every nook of your centrifuge for a yearly diagnostic. We are also proud to offer emergency repairs, shop repairs, and equipment rentals. We offer these services to better tailor to your business’ needs.

Our technicians can be deployed in any area of the country, servicing your machines right in your workplace. This is what we call “field service.” We also offer a shop service, where parts and machines are sent back to us for more in-depth repairs and transported back to your shop.

With that being said, we’ve outlined a few things you will need to know about before you service with us. With the tools and information we’ve provided in this blog, we guarantee that your repair process will be prompt and efficient. 

Follow this guide to make sure that your service request with Separators goes as easily as possible. And keep scrolling to download our cheat sheet for what to expect when you schedule a service with us. This one-sheeter will keep you on track throughout the service and repair process. Follow it to make sure everything on your shop floor stays on-pace.

The Pre-Maintenance Checklist

We issue a pre-maintenance checklist to all of our clients to better understand their needs. This checklist is necessary to understand the problems you are experiencing. We also give out a checklist to ensure that we are able to tackle your workplace’s problems adequately.

The pre-maintenance checklist has you answer a few questions relating to the machinery in your shop and your shop itself. It helps our technicians know what to expect and assures their safety. 

After completing the checklist, we’ll schedule a technician to handle your repairs. All of our technicians are educated by our senior staff and have the skills to get the job done. We service areas all across the country, using a team of highly-skilled individuals.

Download The Pre-Maintenance Checklist

Assembling the Team

One of our biggest peeves is when unqualified service providers pass themselves off as experts. The bottom line is that uncoordinated teams end up wasting time that we could be used to service your plant. That’s why we focus on skills and training for every employee. This doesn’t just extend to the service techs, but to the sales team, the customer success group, and the technical success group. We take pride in making things as easy for you as possible.

The team we assemble will coordinate every detail, making sure to alleviate you of many of the taxing responsibilities that might typically come with scheduling a repair. We plan everything so you don't have to.

The Service Pre-Call

Prior to your service, a technician will call to ensure that you are ready for a technician to be dispatched. We do this crucial step to make sure we don’t miss parts, rescheduling, and to make sure we have the proper tools to assess both new and old problems. Your service technician will ask you to confirm some details of your service to make the process a smooth transition. These confirmations include:

  • The date and time of service.
  • Contact details, including a mobile phone number for emergencies.
  • The state of the production, i.e. “is the machine running properly?”
  • Determining if helpers for the service technicians have been scheduled.
  • Checking that all the tools needed for repair available.

We believe in the service pre-call because it allows our techs to better understand the needs of our clients. When we service your parts and machines, we wish to be as accurate and methodical as possible. This means we need to work around your schedule.

If any rescheduling, tool malfunctions, or additional repair needs arise, we are able to adapt to meet your needs as a business. And that’s a level of service that we take pride in: because it separates us from the rest.

Schedule a Service Call

The Day of Service

On the day of your service visit, one of our qualified technicians will be dispatched to your business. First, the specialist will inspect the parts and machinery. Throughout the service, your technician will troubleshoot any processes that aren't operating at peak efficiency and conduct any necessary tests. All identifiable problems will be addressed and reported on. 

Your service technician will check all processes and controls, as well as determine if any replacement parts are needed. With a typical service visit, the technician will have your machine back up and running in no time. We've designed our service visits to be as thorough, quick, and efficient as possible.

This process is the most time-consuming, but it's worth it. We like to ensure that your machine will operate at peak efficiency for a long time after we’ve assigned an expert to service it. Some companies may not provide a service as in-depth as ours, but we’ve come to find that approach costs customers more in the long run. That’s why we fix every identifiable problem and make sure more aren’t likely to arise in the future.

Wrapping Things Up

At the end of a service visit, our tech will gather your signature, provide reports of the repair process, and return any parts if applicable. Thorough reporting enables us to keep track of equipment and prevent larger problems in the future.

The tech ensures your product and equipment are working in tandem before gathering their tools. As we shake hands and head toward the exit, know that our relationship doesn't end at Accounts Payable. We work on our relationships with our customers and spend tireless hours making sure that our relationships are always mutually beneficial.

Of course, if there are any additional issues we will discuss follow up repairs or part replacement. Overall, we are able to service your machinery with an unmatched level of expertise. 

The Follow-Up

We believe that a good follow-up is key to equipment maintenance. It prevents further breakdowns and confirms that your technician identified and solved every identifiable problem. After your service visit, you’ll receive a survey asking how your machines are performing and checking if there's anything you need now that the tech has finished repairs. 

We utilize both a post-service phone call and survey to better understand how we can serve you in the future. We believe in long-lasting partnerships built on a foundation of honesty and hard work, and we are eager to receive your feedback.

Looks like we’re done already! We highly encourage you to check out our free post-service eBook. Of course, if you have any questions about the reporting process, feel free to drop us a line. We’re always just a phone call away.

Download The Service Report