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WorkSight Success Stories
 
Rapid Fire Response Team

Imagine you’re a Products Support Technology Representative (PSTR), specifically Jim Bell, from the Escanaba, Michigan branch, and you’re hundreds of miles away from your customers while attending a meeting. Suddenly your phone begins to vibrate as multiple JDLink™ alert emails begin streaming into your device. It’s not good news either, one of your largest customers has a John Deer703JH tracked forestry machines generating critical alert emails for low engine coolant AND extremely high engine temperatures. You quickly forward one of the emails to the Fleet Manager. The Fleet Manager needs to know more information, and he’s relaying on you to provide it to him.

Within a short time your phone begins vibrating again, this time it’s an Intelligence Alert Triage Center (IATC) email from your Machine Monitoring Specialist (MMS) Dave Noel. He’s located well over 1000 miles away from the machine, and almost 1500 miles from where you’re sitting. Dave has already used JDLink and Remote Diagnostics to connect to the machine and determine what needs to happen. He puts all this information into IATC and emails it to you including the warning to “shut the machine down immediately.” Dave also includes all the other relevant information so you’ve got everything you need to engage with your customer Armed with this information you call the Fleet Manager and give him an update, again recommending that they shut the machine down immediately.

While all this rapid fire information is flowing back and forth over email and phone, it just so happens that the owner of this machine has his Nortrax Territory Manager, Scott Lippens, sitting in his office. Scott and the owner were seeing and hearing all this communication in “real time” and had the opportunity to witness the quick reaction of the Nortrax PSTR, MMS and the Fleet Manager. They also soon learned that the operator had been contacted, and quickly located and corrected a coolant leak.

Highly skilled specialists like Jim, our PSTR, and Dave our MMS, combine their expertise with cutting edge technologies to reduce, or in some instances, eliminate downtime events. At Nortrax, the only thing more fulfilling than solving a customers problem, is preventing it in the first place. We Stand Ready.