Solving Technical Problems

Nov. 1, 2002
Owen Cowing, CEO of Red Mountain Machinery, featured in this month's cover story, was faced with a problem endemic to the equipment rental and distribution

Owen Cowing, CEO of Red Mountain Machinery, featured in this month's cover story, was faced with a problem endemic to the equipment rental and distribution industries — the problem of finding and training qualified service technicians.

Finding them was one challenge; training them quite another. He felt that the service schools offered by manufacturers were good, but there were a couple of problems. Technicians would be bombarded by so much information it was hard for them to absorb it all. Also, if he sent a technician to a Caterpillar training school, he'd lose him for a whole week, not to mention the expense of travel and hotels.

The best solution was for the company to start its own training program. Toward that end, it hired a former Caterpillar service instructor to design a program for Red Mountain that would allow technicians to take courses during the evening or on Saturdays, enabling them to learn while still carrying out their duties. It's a sensible approach. They can learn at a pace that works for them and incorporate what they learn immediately.

In addition to offering a comprehensive training program, the Red Mountain training staff takes a seasonal approach, for example, offering air-conditioning classes in the late spring, reminding participants of the codes and regulations of refrigerants, along with trouble-shooting and diagnostics. Classes target specific areas, such as excavator hydraulics and electronic controllers, concentrating on diagnosing problems in the field.

Red Mountain has training rooms in all three branches and offers classes to customers' technicians as well as those from dealers and rental companies.

The very nature of the rental business is solving problems, which it does for customers on a daily basis. Yet finding and training service technicians still causes problems for so many rental companies. Hats off to Red Mountain for coming up with an effective solution.

Resourcefulness would be expected from Red Mountain, which often must solve severe logistical challenges just to get its equipment — some of which weighs 150,000 pounds and requires highway patrol escorts — to customers' job sites. Then again, consider that Cowing founded this company with $2,000, a credit card and a few investors/customers who trusted his vision and his integrity, and you'll realize why few challenges are insurmountable to its staff.

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On the subject of technical solutions, RER welcomes a new staff member this month, technical editor Tony Tredente, a veteran of years of experience working in the manufacturing and equipment distribution industries. His considerable knowledge and expertise are a welcome addition to our group. You can reach Tony at the number and e-mail address listed on our masthead.

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One final note: We became aware, at press time, that UpRight Inc.'s reorganization plan was accepted by the court. By the time this issue reaches your hands, the company will have emerged from Chapter 11. Congratulations to this fine manufacturer of aerial products.