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A manufacturer of precision laser cutting tables saw a surge in sales and could not keep up with scheduled maintenance, so they recruited Quest to take over their service backlog.

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Summary

With a large backlog of overdue preventive maintenance calls, a top-tier manufacturer specializing in precision laser cutting tables sought out Quest International for urgent assistance. Quest swiftly mobilized a specialized team of field service engineers, leveraging its renowned Master Training program to rapidly expand their workforce. Quest's dedicated team not only seamlessly took over the maintenance calls, but they also ensured that the manufacturer's install base will now meet the highest standards in routine maintenance, which solidified Quest’s reputation as the go-to solution for companies facing maintenance challenges.

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Challenge

In the dynamic realm of precision laser cutting tables, a pioneering manufacturer experienced a surge in sales, propelling them to the forefront of the industry. However, this rapid growth also created a shortfall in staffing that left the company ill-equipped to manage the equipment’s routine maintenance that is essential for its peak performance. With its install base expanding rapidly and field service team stretched thin, the company faced the challenge of meeting scheduled maintenance deadlines, resulting in a significant backlog of preventative maintenance tasks and the inability to uphold the impeccable standards for which they are known.

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Solution

The manufacturer turned to Quest International for aid in tackling its backlog of preventive maintenance cases and fortifying its field workforce. Thanks to its rigorous quality assurance measures and guaranteeing adherence to the manufacturer's exacting standards in every task, Quest was able to seamlessly integrate its Master Training program into the company’s current and future training needs. This strategic move not only showcased the additional technicians' proficiency to the manufacturer but also provided assurance that each case would be assigned to fully competent engineers.

Quest lightened the manufacturer's burden by expanding its workforce and undertaking more maintenance calls. This collaborative initiative addressed the immediate challenges as well as underscored Quest's agility and commitment to service excellence, reinforcing its position as a trusted partner in precision equipment maintenance.

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Results

By swiftly and efficiently managing the company’s backlog of maintenance calls, Quest helped the manufacturer meet its stringent standards and ensure compliance with its customer maintenance schedule.

Delighted with the results, the manufacturer consistently expanded its portfolio of Quest's services, assigning Quest additional territories and end users for routine maintenance. In less than 18 months, the OEM had doubled the territories allocated to Quest, with plans for further expansions. With Quest's support, the manufacturer now fulfills its service agreement commitments and possesses the capacity and coverage to manage preventive maintenance cases effectively. The company intends to continue leveraging Quest's expertise to enhance its field workforce, ensuring sustained operational excellence and customer satisfaction.