30
ACCESS, LIFT & HANDLERS
SEPTEMBER-OCTOBER 2013
Steve Kissinger, president,
Custom Equipment.
Getting schooled
Lindsey Anderson
asks Custom Equipment’s president,
Steve Kissinger
, about his company’s on-site service training.
C
ustom Equipment, Inc. provides on-site
service training for its Hy-Brid Lifts
distribution partners. Based on needs and
availability, the company’s service and warranty
manager can schedule a visit to any branch and
provide group training for service and repair
personnel. Service training includes: Machine
inspections, hydraulic, electrical, drive
and steering.
What exactly is ‘on-site service training?’
Custom Equipment’s on-site service training
involves a thorough demonstration of how to
operate our Hy-Brid Lifts. During our on-site
visit we evaluate key points and ensure there
is no damage. We double check to make sure
everything is in working order and the proper
safety features are functioning. We also teach
users how to read the on-board diagnostics and
troubleshoot issues.
How does Custom Equipment go ‘above and
beyond’ with aftermarket service?
It really starts with our equipment and how
we build it. We design our lifts to be nearly
zero maintenance. They don’t require greasing
or fluid replacement and we offer absorbent
glass matt (AGM) batteries that don’t require
the regular addition of water. Even so, we
recommend a visual inspection of each unit
before it leaves the customer’s facility. Beyond
that, we have a pretty simple philosophy – if
the customer needs us, we’ll be there. Our
customer support professionals are available
five days a week, and if necessary, can
be reached by cell phone on weekends. If
customers need more in-depth help or training,
we can have one of our on-site specialists visit
their facility.
What do customers expect from you in terms
of aftermarket service and support?
Customers really like to see firsthand how the
products work and how to handle any issues
that might arise. They also want a manufacturer
that is responsive, that they know will take care
of them if something does happen and that
stands behind its warranty.
What are some of the biggest issues
customers face in service and support and
how are they overcome?
Responsiveness by the manufacturer, getting
troubleshoot over the phone. If our customers
request an on-site visit to address issues or
receive additional training, we’ll be there. We
also regularly offer factory service training
schools for our customers’ technicians.
Are there any new aftermarket service and
support trends we should be aware of?
We are currently exploring the use of different
types of media to make learning about our lifts,
as well as maintaining and servicing them,
more convenient for our customers. We will
always offer on-site training and telephone
support, but our goal is to make information
even more accessible through channels like
online videos, step-by-step documentation and
technician chats. These tools give customers
access to the information they need, whenever
and wherever and as often as they need it.
■
AFTERMARKET SERVICE AND SUPPORT
new personnel up to speed on the equipment
and how to use, maintain and troubleshoot it,
and making sure people who have gone through
the initial on-site training stay up to speed on
upgrades or changes can all be challenges.
With regard to responsiveness, our policy is to
help customers immediately on the first call
or, if they require on-site service, to have a
technician on-site as soon as possible. It’s also
a good idea for people we trained previously to
get a refresher, and we will provide that training
as needed.
What else does Custom Equipment offer in
terms of aftermarket service and support?
We have customer support professionals who
address issues and concerns as well as help
