My role in the customers business is to
help them make as much money as possible
which is keeping them running
as much as possible.
Coming out and working on a machine
when it's down, we don't have a technician available
Or sometimes it's helping get parts
when we're struggling.
We have a customer up in Sacramento, CA,
and they were running
at two o'clock in the morning
and sheared off a hammer.
I actually happened to be in the area that night.
They called me up, and I went out and coached
them through changing out a hammer
for the first time. They were able to get back up
and running that night.
I was at a site and they were struggling,
the machine was not producing
like it had when it was new.
So I walked over and asked the operator
if I could have the remote,
and I said, "Just keep feeding it like you
normally do."
Within a matter of a couple minutes,
I made some adjustments and the machine
producing three or four times at what
he was doing.
Our R&F specialist is always
there for us, whether it's a
phone call, a text or an email away.
We can shoot him a video, or a picture
and he knows exactly what the problem is.
It's almost like having a Vermeer employee
on our staff at all times.
The best part about having
a dedicated specialist for our business,
is that I can go to one guy,
and one guy answers all the questions,
and I don't have to go put through ten
other people to get an answer.
To have a specialist come in that is very familiar
with this equipment, that's everything.
You've got to have that.
That's one of the reasons we have
the maintenance agreement with Vermeer,
because of the specialist.
We need somebody to come in, and look at the
equipment that knows exactly what
they're looking for that an average
mechanic wouldn't know.
The good thing I like about having
a dedicated specialist, is
when I call him up at five o'clock in the morning,
And I ask him a silly question, on my side,
"Hey, I have this situation, what do I do,
or how do I get it fixed?"
He's pretty much, straightforward.
He's had an answer for me
every time I've called him.
As you see, when the machine is running, we're
making money.
When the machine is down,
it's not making money.
