By Ray Lagrandeur
Photos by Cooper Equipment Rentals
Service departments are busy places, and let’s be honest, sometimes chaotic. There’s a lot of coordination and thousands of moving parts, only some planned. As the saying goes, “plans are worthless, but planning is indispensable.”
At the most basic level, you’ve got to meet customer demands, tracking equipment so you know when maintenance is due, and when annual inspections need to happen. Then there’s managing the inventory, ordering parts, ensuring you have enough mechanics trained on equipment and up to date on safety standards. If you have a 24/7 service department you need to ensure you’ve got someone for a 2:00 a.m. service call, and get the replacement equipment to the customer shortly after.
It’s not easy work, but when done right, it can be rewarding. So how do you ensure all these parts are moving and working together, without dropping the ball?
To start, you need the right processes in place – and more importantly, you need each service department on board and following them. The ability to think on your feet is key, because the unexpected can and will happen. Technology plays a major role – it’s nearly impossible to manage a service department without it. Telematics (and the data that comes from it) will keep you on track. So, if you’re looking to transform your service department and get to a place of “organized chaos”, here’s a few ways you can go about it.
Start with outlining your processes and standards
There’s a reason McDonalds is successful. Their business model is based on uniformity – no matter where in the world, you will always be able to order the most iconic menu items and expect they’ll taste exactly the same.
Developing clear and efficient processes is key to managing a successful service department. Mechanics then know what to inspect, what to do and exactly how to do it. Nothing is missed and nothing is overlooked. So what does this look like? It could be as simple as implementing maintenance schedules and annual inspections – this task alone can result in fewer unplanned failures and less stress on your service department. At Cooper, we created an app to help our team members and our customers stay on top of maintenance and it’s been a real game-changer for our business.
Use telematics (and data) to your advantage
Running an effective service department is all about knowing the state of your equipment at all times. Customers don’t always know when (or if) to report an issue with their rental equipment. With telematics, the machine does the thinking for them by sending data to the service department where staff can determine if the machine needs service. Machines can collection and transmit information about maintenance issues, equipment usage and fuel consumption, without even having to be on-site.
Engine servicing is just one piece of the maintenance puzzle – when we consider equipment such as aerial lifts and heaters that require annual maintenance inspections by law, you can be juggling a lot of data. Do you have a system to keep track of all of this or is it just more information going into the abyss?
There’s no doubt customers want more data, more information, more documentation ….and they want it immediately. Are your customers waiting on emails or hard copy documents and reports for the billing? Or can they scan a QR code on the machine and get all the maintenance and service information they need immediately? The ability to provide your customer the right information on equipment is crucial to supporting their business.
Always consider the customer experience
Breakdowns are going to happen and customers are going to call. It’s simply the nature of the business. It’s how you manage those calls that really matters.
Accuracy and accountability are essential. If you don’t know the length of time between when a service call was made and when a mechanic showed up on site, you have little hope of improving your customers’ experience. It’s what differentiates your business. How promptly do your customers receive an acknowledgment? How long do they wait for a service call and/or replacement equipment?
Allowing parts and service teams to digitally document their time can help reduce the risk of error. Service managers can also coordinate and adjust the schedules of techs to prioritize certain jobs, especially during busy periods. Providing customers with a convenient online portal to review and pay service invoices, access a digital history of work orders or make a service request can go a long way.
Invest in your mechanics and technicians
You already know there’s an ever-growing mechanic shortage. You may be able to hire a bunch of people to fill your gaps…but are they the right fit for your business? Are they willing to learn, grow and develop within your team?
Nobody is born knowing how to fix the hydraulic system on an excavator or re-wire an electric engine. Those skills are learned. With a supportive environment we can help junior mechanics develop the new skills and knowledge needed for a rewarding career. When it comes to recruiting - we’ve started to look outside the box to attract a different pool of talent who are willing to learn and grow within the company. This could be targeting high schools, revisiting job descriptions to remove any unconscious bias or even looking abroad for skilled workers. Initiatives like these have really paid off for us over the years. But it’s an endeavour that takes time, effort and consistency.
Diversifying service departments so mechanics are trained on a variety of equipment is another way to help keep workers engaged. It also avoids creating “islands” where mechanics are only trained to work on a specific type of equipment. This ongoing training and development is an investment that can pay off in the long run.
Always plan for the future
It’s important to work with your procurement team so you know what they’re purchasing. If you can expect more electric equipment, you’ll want to consider obtaining the right mechanics and the right training since electric equipment maintenance requires specialized skills.
It’s important to schedule proper time on these machines so your team knows how to service and diagnose them. The handling of electric wiring schematics and high voltage lithium batteries requires someone who has in-depth knowledge and training. When it comes to customers, make sure they also have the training needed to operate and maintain electric equipment on the jobsite.
An increased interest around biofuels will also require training and plans for how to service the equipment that’s using them.
The same applies if your company plans to specialize in any other type of equipment.
Final thoughts: don’t wait for customers to come to you
Downtime is a costly word for customers. If you can help them avoid it AND provide them with a great customer experience while you’re at it, you’re already halfway there. Using the right processes and planning to ensure each service department is on top of scheduled maintenance and inspections will save yourself a lot of future headaches.
Ray Lagrandeur is national service manager, Cooper Equipment Rentals, Mississauga, Ontario, Canada.