Interpreting the ultimate on-site service spirit
With mining equipment as the companion, and stars, moon, wind and snow as the journey, this is the daily life of Zoomlion’s on-site service team. “On-site” provides customers with all-round, thoughtful, convenient and efficient services, and plays an important supporting role in the operation model of the mining industry. Zoomlion Mining Machinery’s on-site service team is stationed everywhere with customer projects to escort customers’ production operations.
The cold winter is deep, and the service responsibility is heavy. On the eve of the 2024 Spring Festival, the sand and gravel production line of a customer in Yichang, Hubei was running non-stop, because the freight ship at the dock was waiting for sand and gravel to be loaded. At this critical juncture, the synchronous belt of the customer’s equipment suddenly broke. The customer contacted the parts supplier, but received the news that the parts could not be provided immediately, and the customer was extremely anxious. Service engineer Li Hanman immediately drove back to Changsha and urgently contacted national suppliers through the company’s channels. Hard work pays off. The next day, a suitable supplier was finally found, but it was far away in Taizhou, Zhejiang. Logistics were reduced on the eve of the Spring Festival, and the fastest logistics would take 2-3 days, which could not meet the urgent needs of customers to resume work immediately.
Li Hanman immediately contacted the service personnel in Taizhou, Zhejiang, and immediately sent the parts to Wuhan by air after getting them. He drove from Changsha to Wuhan Airport in advance to wait for the parts. At 10 o’clock in the evening, the plane arrived in Wuhan. After Li Hanman got the parts, he ignored the bad weather of rain, snow and icy roads and rushed to Yichang overnight. After driving more than a thousand kilometers in two days, Li Hanman finally delivered the parts to the construction site at 1:30 in the morning and quickly repaired the equipment to ensure that the customer could start work smoothly at 7 o’clock in the morning and the equipment could operate normally during the Spring Festival.
In December, at an altitude of 5,300 meters in Nagqu County, Tibet, the night temperature dropped to more than 20 degrees below zero. Chen Yucheng, a post-00s service engineer, has been here for half a year. Overcoming the harsh conditions and altitude sickness, it is his mission to guard 10 ZT115G mining trucks. At 2 a.m., the customer’s equipment broke down in the mining area. He was not afraid of the severe cold and sleepiness. He rushed to the scene immediately after receiving the notice, just to solve the problem for the customer as soon as possible. After more than an hour of investigation and repair, the mining truck was finally able to continue transportation, ensuring the progress of the customer’s project.
Last July, the North China Service Station received a task from the company to deliver a batch of equipment to a customer in Shanxi, and it was necessary to assemble the cargo box and other accessories on site. When the service team arrived at the site, they learned that the equipment had not arrived in full, and the time was compressed to 2 days. The weather was not good, and it rained heavily for 2 consecutive days. Faced with such an urgent task and such weather, the North China Service Team was not afraid at all. The team members wore raincoats and rain boots and worked until 3 a.m. every day. They were exhausted when they returned to the dormitory. Once the rain boots were taken off, everyone’s feet were white because they were soaked in rain all day. Rest for 3 hours and get up to continue working. In the end, the team completed the task 3 hours before the opening ceremony.
In addition to them, there are more ZOLL Mining Machinery service personnel all over the world. The busy figures of dozens of ZOLL Mining Machinery on-site service teams shine brightly in major mines at home and abroad.
ZOLL Mining Machinery service personnel know their responsibilities, take responsibility, and fulfill their responsibilities. Adhering to the concept of creating value for customers, actively carry out on-site service work, attach importance to every after-sales service opportunity of customers, impress customers with sincerity and professionalism, gain recognition from customers, and create a golden signboard for ZOLL Mining Machinery on-site service.
