A Day in the life of RNA’s 1st line service engineer
Written by: RNA Automation
RNA take pride in maintaining their reputation for supplying high quality and reliable equipment, but when service or maintenance is required, we are ready to respond and provide full support.
Martin Slater is a key member of our service response and has gained an immense knowledge of RNA equipment during more than 26 years with the Group.
There is no typical day for Martin – it might consist of an on- site visit, installing equipment according to customer’s specifications. Perhaps contributing to an internal technical discussion, or passing on his experience to new recruits in the RNA team. Martin spearheads the training regime and is responsible for coaching the next generation of engineers, which will maintain the quality and integrity of RNA equipment well into the future.
As RNA’s export business has continued to grow, then so has the number of air miles Martin has under his belt. He can now count more than 20 countries on his list of destinations as far afield as the North America, the Antipodes and Scandinavia.
Known for his professionalism and sense of humour, customer feedback from Martin’s visits is almost entirely positive. In his spare time you will most probably find Martin on the golf course.
The first thing is to listen carefully to the customer and not try to second guess what is being said. Sometimes issues can be resolved remotely by studying detailed records of each system supplied. These will include extensive test results, setting information and digital photographs of key elements of the system in its FAT state. We can then ensure that we have a baseline as it was at check off and that there have been no alterations during transit.
If a visit is required, then we will bring our specialist knowledge and experience to bear in order to provide a solution. It is important too, to understand the operator’s level of technical knowledge and to pitch any discussion at the appropriate level. In most visits, RNA will often offer some form of training and advice to assist the customer and contribution toward trouble-free operation in the future.
The incorrect adjustment of air jets, damaged component parts, or the wrong speed setting are the more straightforward problems that arise. These are relatively simple to identify and to resolve. But in the end, there is no “cookbook” solution and determining the causes of failure and resolving them is where we have to draw upon all of our knowledge and experience.
What Martin says
‘A good service means quick, reliable and accurate problem solving. I know that customers are usually under considerable pressure to minimize downtime and maintain production efficiency and so always have that at the fore-front of my mind. My aim is to work with the customer as effectively an external member of their team.’
RNA Automation Ltd
Unit C Castle Bromwich Business Park Tameside Drive, Birmingham B35 7AG, UK
T: +44 (0)121 749 2566
Fax: +44 (0)121 749 6217
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