View the full 2008 Technical Services Practices Survey - PMMI

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DETAILED RESULTSOverall$0-$15,000Average Selling Price of Machinery$15,000- $35,000- $50,000-$35,000 $50,000 $75,000$75,000-$150,000Over$150,000• Performs machine audits for rebuilds.• Also provides technical assistance, part number identification, suggests spare parts needed to support equipment,offers contracted PM programs.• Field service does have mechanical and electrical classifications.• When not on a call, the service technicians work in the assembly department.• Sell all inside and outside service and parts required for service.• They also perform scheduled onsite calibrations.• Performs conversions• Audit machines and makes recommendations for repairs. Suggests retrofits to customer's machines, conductsmachine specific training consisting of both hands on and classroom training.• Performs equipment demonstrations• Performs final assembly, test and factory acceptance testing in facility prior to shipping equipment.• More focused on assisting start-ups, repairs and occasionally small programming changes to the control or HMIsoftware• Makes sure the machine is set-up properly for the start-up.• Also sell Service Contract Products and perform contract services.• We also provide PM audits on equipment in the field• Selling Contracts and SLA's• Completes reports of same, while not traveling will do assembly and final check-out of equipment.• Also include on-site factory validation testing (SAT).• Ours includes "strong electrical/mechanical background necessary as well as experience in troubleshooting PLC's,inverters, etc."• Our technicians focus on the startup and training with a small percentage being return visits for maintenance.• Field Service Technician: Visits customer sites to perform initial start-up, calibration and operator / maintenancetraining.The information contained herein shall not be distributed or shared by the recipient. No part of this document may be reproduced without the express written permission of PMMI.10
DETAILED RESULTSOverall$0-$15,000Average Selling Price of Machinery$15,000- $35,000- $50,000-$35,000 $50,000 $75,000$75,000-$150,000Over$150,000• Work includes mechanical repairs, trouble shooting, and programming PLC controls• We add "Other duties as assigned" and also provisions for making in-house repairs as required.• Our field service technicians perform the mentioned tasks and serve as liaisons between customers requiring aftermarketcustomization.• It also includes in house product testing and machine check out prior to shipping.• Builds the machine from the ground up, starts up, debugs, runs FAT for customer, ships machine, installs, starts upthe system, trains customers employees, services machine if needed.• We consider our service technician as part of our sales team. Therefore, their customer site visits also provide thecustomer with information as to upgrades and new equipment.Service Delivery & Utilization3. Do you use assembly technicians, dedicated service technicians or both?Assembly technicians 29 0 6 4 4 5 10Dedicated service technicians 58 8 8 3 6 15 18Both 61 4 4 5 7 13 27Other 11 4 1 0 2 2 2Note: Multiple answers can total over 100%Other Answers:• Assembly technicians and engineers. (2)• Service techs have a designated job position but work in assembly when not in the field.• Contract people from other companies.• Sales reps or customer assemblyThe information contained herein shall not be distributed or shared by the recipient. No part of this document may be reproduced without the express written permission of PMMI.11
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