2 years, 730 days, more than 600 work orders completed, more than 80% customer satisfaction;
One of caterpillar's four agents in China. & ndash; Xinchang machinery engineering co., LTD. (hereinafter referred to as ldquo; Xinchang machine ”) In jiangxi branch (hereinafter referred to as ldquo; Jiangxi xinchang ”) He was rated two times in a row. Service star ” ;
He is the engineer with the most maintenance services and the highest service satisfaction of the local branch.
he is a post-90 generation. Return & throughout; & ndash; & ndash; Wang qiang.
At the beginning of 2020, this is the 10th year that wang qiang has been engaged in equipment services. For all his many faults; Star & throughout; Halo, but he always said, this is not his credit, because the whole service team of the letter chang machine to do support, more caterpillar perfect after-sales service system to help him successfully complete every task.
Is the so-called & other; The strong are fearless ” And look at the post-90s generation. Return & throughout; How to interpret professionalism with service and fulfill commitment with action.
do not forget the original intention, the dream will come true
Jiangxi xinchang jiujiang branch is located at the foot of the beautiful lushan mountain, where wang qiang works. Every day he arrives early to prepare for his upcoming service trip. Change work clothes, prepare maintenance parts, communicate with customers by phone … & hellip; Every part is a detail.
Wang qiang said that digging machine is his dream since childhood. Along the way from xinchang class graduation, he has become an experienced from a young boy. Return & throughout; . And he said, & other; Find the best way for you to achieve your value, life has meaning, and my job happens to be what I love. Throughout the &;
& have spent
Master wang qiang prepares for service
After officially joining xinchang machine, he served in nanchang, jiujiang and other places. As the business improved, he came to understand the true meaning of caterpillar's customer service. & ndash; Keep the equipment efficient, quickly solve the customer's problems. While it's easy to say, it's not easy to actually do and keep your customers happy.
break through, refresh service capability value
In order to truly realize the commitment of caterpillar customer service, every contact with the Excavator, wang qiang in the breakthrough, like in a refresh service capacity value; Every time he serves a customer, he is willing to give 100 percent effort. 'every time I encounter a difficult fault, I worry more than the customer,' he said. 'but I always believe that the service experience I have learned in xinchang machine will enable me to overcome various difficulties.'
Routine work of master wang qiang
Test maintenance services interesting in unpredictability, any question is testing the mechanic technology, reaction speed, experience, and these is caterpillar agent for maintenance engineers focus on training of skills, equipment maintenance, whether it is easier or emergency contingencies, and even difficult problem, and master wang qiang, every caterpillar after-sales engineers can be composed to deal with, and to support the caterpillar team is behind them.
quick response to protect the equipment
The service Truck sped all the way to a tungsten and molybdenum mine deep in the mountains. The service for that day is a CAT® 349D2 do maintenance, although it is a skilled job, but master wang qiang always carefully in accordance with the process step by step.
Master wang qiang carefully tested the equipment
In the summer of jiujiang, the weather is hot and dry. In such an environment, Mr. Wang qiang and his partners have been working for nearly two hours, sampling, testing, inspecting and retesting. & hellip; After a long time in the sun, his body was soaked with sweat, but he did not stop what he was doing.
Finish CAT® After the maintenance of 349D2, the customer reported that he needed to see the small problem on another device. Master wang qiang didn't even take a sip of water, so he followed the customer to check another device. And he said, & other; Every time the quality of service is on behalf of xinchang machinery, caterpillar, I hope to give customers every time to bring professional, fast, perfect service experience. Throughout the &;
Master wang qiang and his companions cooperate to serve
As soon as the work was finished, master wang rushed to a nearby construction site to change the lock. During the replacement process, master wang specially took a picture of the part number on the box, because each CAT® The independent part number on the (carter) parts can not only help customers to distinguish the authenticity of the equipment, but also serve as an important reference for the daily maintenance report. The caterpillar team never lost sight of the standardization of the service process.
Master wang qiang is photographing the part number
on the genuine box.
a successful end, the face shows the joy of victory
After a busy day's work, it was getting late. Master wang and his companions set out on their way back. & other; Not every attendance goes so smoothly. "Said master wang. Equipment maintenance is often in trouble, the first encounter with the equipment can not make their own will be very anxious, the customer is also anxious. Later, with the increasing experience, the service has more confidence. In this process, the mentality is very important, when the problem to calm analysis, to have the confidence to solve it, but also to have the courage to stick to it. Throughout the &; What's more, master wang has an excellent team behind him. When we meet difficulties, we always work together to deal with them, which makes him very proud.
< / p > < p > finished the work of master wang with a long-lost smile
After years of precipitation, now wang qiang has no fear of any challenge. He said, calmly face every honor and setback in life, in order to break through the layers of obstacles. Although there is still a long way to go, the future is within reach.
Wang qiang, born in the 1990s, brings customers peace of mind, reassurance and comfort in the service, and he is also a miniature of the myriad caterpillar after-sales service people. Professional service, the spirit of partners, the protection of the whole process, only for the customer's peace of mind.
Each caterpillar and agent staff are using their own passion and efforts to fulfill the important commitment of caterpillar service.
Here, service is never. Going it alone ” , but working together, is every one of them. Mr. Wang & throughout; Sincere dedication, to cast the customer's recognition of caterpillar.
* the data in this paper are from “ Xinchang machine ” The public,
