Filling the Experience Gap

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Filling the Experience Gap

Guest writer Jim Dettore blogs about how we can go about filling the experience gap for our technicians and employees.

In industries such as construction equipment dealerships, mining equipment, and gas compression, the role of service technicians and service management is crucial. These industries rely heavily on the expertise of their technical teams to maintain and repair equipment, minimize downtime, and ensure optimal performance. However, there is often a gap between the experience level of new hires and the requirements of the job. This is where quality, relevant training can make a significant difference.

Quality, relevant training can help bridge the gap between the knowledge and skills of new hires and the demands of the job. Here are some ways in which training can be beneficial for service technicians and service management in these industries:

  1. Technical skills development – Technical skills are essential for service technicians and service management in these industries. Quality training can help employees acquire the knowledge and skills needed to operate and maintain complex machinery. Additionally, training can help employees stay up to date with the latest technology and best practices, which is crucial in industries where technology is constantly evolving.
  2. Safety and compliance – Safety is a top priority in the construction equipment, mining equipment, and gas compression industries. Employees must be trained on safety procedures and compliance regulations to ensure that they are working in a safe and compliant manner. Quality training can help employees understand the importance of safety and compliance and provide them with the necessary knowledge and skills to maintain a safe work environment.
  3. Customer service – Service technicians and service management are often the face of the company when interacting with customers. Therefore, it is essential that employees are trained in customer service skills to ensure that they are representing the company in the best possible manner. Quality training can help employees develop interpersonal skills, communication skills, and problem-solving skills, which are all critical components of good customer service.
  4. Teamwork and collaboration – In industries such as construction equipment, mining equipment, and gas compression, teamwork and collaboration are essential. Quality training can help employees develop teamwork and collaboration skills, which can improve efficiency, reduce downtime, and increase productivity. Additionally, training can help employees understand the importance of teamwork and collaboration in achieving business goals.
  5. Career development – Training can provide employees with opportunities for career development and advancement. Quality training can help employees acquire new skills, knowledge, and certifications, which can lead to promotions and increased job responsibilities. Additionally, training can help employees stay engaged and motivated, which can lead to improved job satisfaction and retention.

In conclusion, quality, relevant training can help fill the employee experience level gap in service technicians and service management in the construction equipment, mining equipment, and gas compression industries. By providing employees with the necessary technical skills, safety and compliance knowledge, customer service skills, teamwork and collaboration skills, and career development opportunities, companies can ensure that their technical teams are well-equipped to meet the demands of the job and provide excellent service to customers.

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Critical Thinking Skills

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Critical Thinking Skills

Guest writer Jim Dettore brings the importance of critical thinking skills into the work we all do in our industry with today’s blog.

Heavy construction equipment plays a crucial role in various industries, including construction, mining, and agriculture. However, like any other mechanical device, these machines are susceptible to failure, leading to equipment downtime, costly repairs, and even safety hazards. Therefore, it’s essential to conduct root cause failure analysis to identify the underlying causes of equipment failure and take corrective action to prevent similar incidents in the future. This is where critical thinking skills come in.

Critical thinking skills are essential for analyzing complex problems and making informed decisions based on available evidence. The root cause failure analysis of heavy construction equipment failures requires a systematic and analytical approach to identify the contributing factors and develop effective solutions. Often, it can be summed up as the forensic analysis of metal destruction. In this blog, we will discuss some critical thinking skills that can help in conducting root cause failure analysis of heavy construction equipment failures.

  1. Data collection: Collecting relevant data is the first step in conducting root cause failure analysis. Critical thinking skills involve the ability to identify relevant data sources, gather information from various sources, and evaluate the quality and reliability of the data.
  2. Problem analysis: Once the data is collected, the next step is to analyze the problem systematically. This involves breaking down the problem into smaller parts, identifying the contributing factors, and determining the relationships between them. Critical thinking skills help in identifying patterns and trends, as well as evaluating the significance of the factors contributing to the equipment failure.
  3. Hypothesis testing: After identifying the contributing factors, critical thinking skills help in developing hypotheses to explain the problem. This involves creating a plausible explanation of how the equipment failure occurred and evaluating it against available evidence. Hypothesis testing requires the ability to assess the validity of the evidence and determine whether the hypothesis is consistent with the available data.
  4. Decision making: Once the hypotheses are evaluated, critical thinking skills help in making informed decisions based on available evidence. This involves evaluating the pros and cons of different solutions, considering the potential risks and benefits, and selecting the most appropriate course of action.
  5. Continuous improvement: Critical thinking skills also involve a willingness to learn from past failures and improve continuously. This involves conducting regular equipment maintenance, monitoring performance, and analyzing failures to identify ways to prevent similar incidents in the future.

In conclusion, critical thinking skills are essential for conducting root cause failure analysis of heavy construction equipment failures. They help in identifying relevant data sources, analyzing problems systematically, developing hypotheses, making informed decisions, and continuously improving equipment performance. By applying critical thinking skills, heavy construction equipment operators and maintenance personnel can prevent equipment failures, reduce downtime, and improve safety, productivity, and profitability.

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The Technician Shortage

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The Technician Shortage

Guest writer Jim Dettore addresses a major concern amidst labor shortfalls: the technician shortage.

The construction equipment industry is facing a long-term significant challenge: a shortage of experienced service technicians. The demand for skilled technicians has grown exponentially in recent years as construction equipment becomes more advanced, complex, and specialized. Unfortunately, finding experienced technicians to fill the demand has become increasingly difficult.

 

The shortage of service technicians is primarily due to two reasons: aging workforce and lack of interest from younger generations. Many service technicians in the industry are close to retirement age, and as they leave the workforce, the demand for their replacements is higher than ever before. The younger generations are showing less interest in technical trades, leading to fewer young people pursuing careers in heavy equipment service.

 

The lack of experienced service technicians is causing significant challenges for the construction, mining, and gas compression companies as well. Many companies are forced to delay projects due to equipment downtime, leading to costly delays and lost revenue. Additionally, unskilled technicians may not be able to properly diagnose and repair equipment, leading to further equipment issues down the line.

 

The importance of ongoing training for service technicians cannot be overstated. As construction equipment becomes more advanced and complex, ongoing training is essential to stay up to date with the latest technologies, repair methods, and safety protocols. Training programs provide technicians with the skills and knowledge they need to diagnose and repair equipment effectively and efficiently. 

 

Teaching service technicians the fundamental skills of proper parts inspection have several advantages.  Parts salvage or replacement decisions made with knowledgeable confidence will benefit the dealership in several ways. The current parts supply chain shortage requires better, well-informed decisions to be made, instead of simply replacing a part that might fix the problem, especially if the machine sits idle while waiting for the new backordered part (that may not fix the problem) to arrive. It also has a significant effect on reducing troubleshooting times, and equipment downtime. Service rework and unnecessary callouts are also reduced. All of which results in improved customer satisfaction, customer loyalty, repeat business, and improved warranty recovery.

 

Construction equipment dealerships must take proactive measures to attract and retain skilled technicians. One way to do this is to offer competitive compensation packages that include benefits such as healthcare, retirement plans, and paid time off. Additionally, companies should provide ongoing high quality, effective training opportunities to their technicians to ensure they stay current on the latest technologies and repair methods. The ongoing training combined with excellent communication help newer technicians feel appreciated and cared about. Constant communication, continuing education in their respective fields, and recognition of achievements help today’s younger workforce feel appreciated and invested in, thus helping improving employee retention. 

 

In conclusion, the service technician shortage in the heavy equipment industry is a significant challenge that must be addressed. Ongoing training is essential to ensuring that technicians have the skills and knowledge they need to diagnose and repair equipment effectively and efficiently. Heavy equipment dealerships must take proactive measures to attract and retain skilled technicians to prevent costly delays and lost revenue due to equipment downtime.

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