Brian Truitt, Machine Monitoring Specialist (MMS) for the SE Region recently received a call from Jim Bell, Product Support Technology Representative (PSTR) for Nortrax operations in Michigan’s Upper Peninsula and Northeast Wisconsin. Jim had called Brian with several technical questions and some “best practice” advise. While they were discussing issues over the phone, Jim casually mentioned a machine in his area that had recently begun generating some alert codes that he hadn’t seen before.
His curiosity aroused, Brian asked Jim to provide him the machine’s serial number. Brian proceeded to establish a connection to the machine utilizing John Deere’s industry exclusive feature, Remote Diagnostics and Programming. After reviewing the diagnostic trouble codes Brian quickly provided Jim with a Dealer Technical Assistance Center(DTAC) solution. It spelled out in detail, several of the reasons this code may be generated. The machine, a rubber tired harvester, had active codes for both low coolant level and engine derating as well as a “nuisance” (false alert) code. If the machine is being operated on sloping conditions, it can cause a “sloshing” effect in the coolant tank, resulting in a JDLink™ alert.
Jim reached out to the operator, who identified a slow coolant leak on the machine. The coolant level was topped off with a gallon of coolant and the machine was operated to ensure the problem had been resolved.
Jim commented, “It amazed our customer that a Machine Monitoring Specialist, over a thousand miles away, could remotely determine what was wrong with his machine.”
Working together, Brian and Jim demonstrated the value of John Deere WorkSight and the power of teamwork and communication to resolve a customer’s problems.
Our MMS and PSTR technology positions are the bridge between technological advances in our industry and our customers. At Nortrax, the only thing more fulfilling than solving a customer’s problem is preventing it in the first place. We Stand Ready.