【Original article of Road Machinery Network】Service is a key part of Caterpillar's corporate strategy。For Caterpillar and its dealers，Customer-centric，Truly understand customer needs，Provide customers with worry-free service worthy of trust，Helping customers succeed is their common goal.。
August 2023，Road Machinery Network visited two Caterpillar dealers.：Li Shing Hong Machinery and Xin Chang Machinery，Experienced on the ground how Caterpillar and its Dealers have passed the professional、Sustainable operation provides customers with safe after-sales service solutions throughout the process.。
According to Gong Zhaochuan, Greater China Strategy Manager of Caterpillar Asia Pacific Distribution Services,，Cat dealer provides maintenance planning、Maintenance services、Protection plan，Help customers keep their equipment up and running。Through the services of a Carter agent，Customers' older machines can be loaded with the latest features and technologies，Use new applications，Maximize performance and productivity。Overhaul、New Power、Value services such as remanufacturing can help customers maximize the value of machines.，It also helps customers achieve their low-carbon goals.。In addition，Caterpillar and dealers have always taken training and safety very seriously.，Improve the skills and specifications of equipment operation through training，Improve the level of equipment management and safety management。
It can be said，Caterpillar and dealer service begins at the time of the customer's new machine purchase and continues throughout the lifecycle of the equipment。ThroughCATValue Treasure、Repair、Remanufacturing and refurbishment, etc.，Customers can also enjoy a deeper level of value services。
Lee Sing Hong Machinery
As Caterpillar's first independent dealer in China，Li Shing Hong Machinery relies on professional after-sales service support system，With“Provide world-class full-service solutions，Maximize customer value”For the mission，Adhere to the spirit of ingenuity and professionalism，Insist on providing customers with sincere one-stop after-sales service solutions，Let customers save money、Save time and worry。
【Figure】Li Shing Hong Machinery Service Workshop in Kunshan City
Fu Yaosheng, chairman of Li Shing Hong Machinery Group, said in an interview.，2024 marks the 30th anniversary of Li Shing Hong's partnership with Caterpillar.。Caterpillar sees dealers as long-term partners.，And regard it as a very important part of the strategic concept.。Customer-centric，Working with Caterpillar to continue to provide customers with higher value services is the driving force for Li Shing Hong Machinery to persevere in its struggle.。
Li Shing Hong Mechanical Services has two important commitments.。The first is“887 Service”，887 stands for 8 a.m. to 8 p.m.，Seven-day service per week。“887 Service”Adapt to China's market characteristics and customer needs，Covers the entire equipment warranty and extended warranty period，It also includes the entire product lifecycle.。The second is 2-hour response and repair within 24 hours.，This is in line with Caterpillar's overall service strategy for China。
In addition，In terms of workshop management，Caterpillar is very focused on global dealer implementation of contamination control。Caterpillar regularly rates dealer shops and facilities.，Help to make a reasonable development plan，Improve the hardware level year by year。Also provide equipment maintenance and workshop contamination control、Component overhaul capability assessment and many other training programs，So that agents can better provide customers with the whole machine renovation.、Services such as component overhaul and new power upgrade。The importance of contamination control is reflected throughout the maintenance process.，Disassembly、After cleaning, the parts are always in a pollution-free state，This is useful for component reconditioning、Assembly of parts can be realized after assembly、The complete operation function of the complete equipment is of great significance.。
Caterpillar Pollution Control Annual Review Covers Equipment Use、Each process of maintenance and repair，It aims to provide customers with excellent service value and guarantee.。This review is conducted annually，Rigorous assessment including maintenance facilities、Contamination control process、Plant environment and other projects，Five stars is the highest rating.。So far，Provincial and Headquarters Workshops of Lee Shing Hong Machinery，Most of them have achieved five-star pollution control.。Except for pollution control，Li Shing Hong Machinery also provides a special tool management room for each workshop.，Realize the process management on the tool line。The equipment will be pre-inspected before entering the workshop.，Then disassemble and clean the components.，Monitoring after decomposition，Component and assembly testing after assembly，Performance test after final assembly，To ensure that the overall performance is fully up to Caterpillar standards.。
【Figure】Clean engine moving part by heating powder rotary spray furnace
During the interview, the reporter learned that，A 12-year-oldCAT 323DWhen the Excavator is sent for repair，Increased fuel consumption and declining operational efficiency。Li Shing Hong Machinery provides a special service solution for old Excavators.——“New Power”，To restore power to its engine、Performance improvement、The discharge is up to standard，And that maintenance cost is reduce.。Final，This 12-year-old.“Old chap”Embark on the journey again with strong power and higher efficiency。Lee Sing Hong Machinery“Major、Partner、The whole journey、Peace of mind”The service has also won the trust and appreciation of customers.。
Caterpillar opens for dealers“Master of service”And other training programs.，Help sales staff to understand product features and customer needs，Help engineers to improve their technical level。Caterpillar and dealers have a complete talent development program，Pass progressive exams and upgrade，Let the students eventually grow into experience.、Have skills、Qualified maintenance technician。
For some equipment with high cost of repair，Cat dealers also have flexible financing options.，And reduces the capital investment of the user for repairing the equipment.，It really takes advantage of the multiple life cycles of Caterpillar equipment from the design end.。
Xinchang machine
Xiamen Workshop, Xinchang, Fujian，The reporter saw nine five-star certification medals for pollution control certified by Caterpillar.。It is understood that，The workshop has been awarded Caterpillar's five-star certification for pollution control for eight consecutive years.，Have a high level of maintenance technology and management，Undertake the maintenance and certification overhaul services of Caterpillar's full range of construction machinery and power equipment.。Communicating with Cai Ganghong, General Manager of Xiamen Sime Darby Machinery Engineering Co., Ltd.，The reporter learned，Specialty is the foundation of Caterpillar and its dealers.，Xinchang Machine escorts the equipment of customers with first-class service and craftsmanship.。Perfect after-sales service system is a strong guarantee for the professionalism of agents.。Caterpillar Certified Star Service Shop Equipped with Professional Inspection Equipment、Complete set of special tools、AdvancedSOSOil sample analysis room。Cai Ganghong said：“First-class service team，In order to ensure excellent service quality.。These are the reasons why we have the confidence to help our customers achieve long-term success.。” With“Professional and permanent、Keep faith and have no worries”For the purpose of service，In 2017, Xinchang Machine launched the agent service brand.“Xinchang Service”，And with“May Day commitment”As adhering to the line of specialization、Practical guarantee of personal service to customers。“May Day”It means，One district, one store（Reduce the service radius）、First-class equipment（Improve the hardware facilities）、Everything you need（Adequate and timely supply of spare parts）、First class（Maintenance personnel are skilled.）、Meticulous（Professional and rigorous management mode）。Adhering to the customer-centered concept，With the support of Caterpillar，“Xinchang Service”Successively launched 2-hour service response、The promise of 24-hour repair，And 2-year warranty for workshop overhaul、Support programs tailored for customers, such as workshop overhaul financing，And digital solutions，Dedicated to providing customers with what they really want、Don't worry、Easy device service experience。
Fujian Xinchang serves Excavator customers、Mine customers、Earthwork customers and other land customers，Also serving port customers。From land to sea，From the backup Generator of the rig.，To microgrid and photovoltaic power generation，When serving customers in different fields，Xinchang machines have received full technical support and service support from Caterpillar.，And the ability of practical service has also been achieved.DNV-GLService Platinum Certification。Xinchang service has won the favor of more and more Carter equipment customers in all walks of life.。
【Figure】Engine Camshaft Runout Check
So far，Xinchang Xiamen Workshop has completed a total of 988H、374D、374F、349D、D5NComplete machine renovation business of various equipment，Overhaul services for engines and major components，Always the first choice for customers in the service area。Engine overhaul covers fromC2.Series from 4 to 3600，And maintain a record of zero repair in the workshop.。
In addition，The workshop is equipped with a third-party environmental protection housekeeper certified by the Environmental Protection Bureau.，Regular assessment and inspection of the workshop；The company is equipped with safety supervisors.，Specially-assigned person is responsible for safety affairs of the workshop，Equipped with sewage treatment system，Realize the reuse of water for equipment cleaning。
Cat Certified Refurbishment Service restores up to 95% of the performance of a customer's equipment%Above，And may provide 6-24-month warranty service option，Maximize equipment performance。Since 2020，The equipment renovated by Xinchang Xiamen Maintenance Workshop has spread all over Fujian and various industries.，The refurbished equipment has been used for more than 15000 hours.。Customers generally give high marks to refurbished equipment.。
【Figure】Arranged and managed in an orderly mannerCATVarious special tools for engine
Before a new product is put on the market，The joint team of Caterpillar and Xinchang Machinery will conduct online maintenance of the team.、Offline maintenance operation and relevant technical training，And carry out on-site teaching after the arrival of new products.。In addition，Fault information found before product launch，The service team of Xinchang Machinery will also share solutions with Caterpillar manufacturers in a timely manner.，Serve customers quickly。
Cai Ganghong said，Caterpillar regularly rates and provides feedback on dealer plants and facilities，Help the agent to make a reasonable development plan，And improve the hardware level year by year.。
Caterpillar Focuses on Product Quality and Innovation，Pay attention to the professional development and training mechanism of agent service personnel，Committed to providing a better experience for our customers。Customer-centric，Caterpillar's value services throughout the product lifecycle explain to the industry how to use products and solutions to help customers succeed，Build better、A more sustainable future。
【Original article of Road Machinery Network，Please indicate the source for reprinting.】
