2 Quarts of Midnight Oil; Call for 24/7 Industrial Field Service

Here at Innovative IDM we are all about providing Legendary service to our customers, often after hours.

For Innovative IDM’s Field Service group, omit that “often” precedent to the “after hours” clause and replace it with “on a regular basis.” Our Field Service techs cultivate a strong rapport with our customers that sometimes transcends normal channels. There is an on-call technician 24/7, and the on-call duty rotates on weekly basis, and there is a “crisis hotline” as someone-who-will-remain-nameless would call it, which appears on all of our business cards (800.395.4106 for Houston); Any time you need assistance, day, night, Christmas Eve, call and the on-call tech will be headed your way. But each of us techs have customers who are familiar with us, and know that we are familiar with them and their machines, and thus prefers us specifically, and they call us directly on our cell phones. We get these crisis calls on our personal lines after hours even when we’re not on-call, and usually we dispatch ourselves without having to be told to do so.

One such event happened no so long ago, which resulted in a humorous but Legendary experience for two of us. We had a customer in the wire drawing business that had a whole line go down on a Sunday at 1:00 AM. The customer was in panic mode, calling every number they had for Innovative-IDM.  I called back the customer and nobody picked up (it’s very noisy in there, you couldn’t hear a phone ring if it were already pressed against your ear). I started getting dressed and ready, and called again once I was on the road; still no answer.

I made it all the way out to their location, and when I arrived and stepped out of my car, I saw another one of our techs stepping out of his truck! It turns out that after alerting the answering service that they needed the on-call tech, they also called Jeff Bruce personally, as he is their preferred tech. We were both there in the middle of the night and so we decided to double-team their issue and get them up and running in record time. It’s a good thing too, because it was a job that demanded two people; one to trip field sensors, and one to verify inputs in the control cabinet. Having one person walk back and forth would have taken all night and into the day.

So a case of miscommunication and panic opened the door for legendary Field Service TEAM work and minimum customer down-time. It wasn’t a bad way to start off Sunday.

— Charlie Staton

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2 Comments on “2 Quarts of Midnight Oil; Call for 24/7 Industrial Field Service”

  1. Houston field service group really works well together as a team. Yes, you might need a reality TV show. It’s got to be better than some of the stuff that’s on TV right now.

  2. Jeff B Says:

    The saga never ends……

    Once again, there was a moment of silence, early afternoon on new years eve which you could hear a pin drop in the field service department because the world was anticipating bringing in the New Year by enjoying a short day….. Right? WRONG!

    This same customer had issues on another machine and they called us two-fold. Both myself and Jonathan Dutton came to their rescue and “tagged teamed” the problem so we could resume our New Year anticipation.

    To further note: This customer has been an IDM customer, they sometimes called upon others for help; where in which I had been previously employed Then, I became their choice technician to call upon. Now without me even speaking a word, they seemed to have “found me” where they know they have great local support for their equipment.

    I think we need a reality TV show!

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