From bustling bus stops to the high skies above, I once flew coast to coast, taming the wild beasts known as customers who were as stubborn as old bus seats. Remember, every seat has a perfect fit; it's the experience of the ride that keeps us coming back for more!
Field Service Engineer
During my tenure as a liaison between Freedman Seating and various municipalities across the U.S. and Canada, my role involved not only extensive travel but also the implementation of effective engineering solutions to address warranty-related mechanical failures in bus seats.
To tackle these issues, I developed a comprehensive action plan for remediation and repair, which included the following key steps:
Assessment and Diagnosis: Conduct thorough inspections of the affected bus seats to ascertain the cause of failures. Gather detailed feedback from municipal clients and bus operators to identify recurring issues.
Engineering Solutions Development: Collaborate with the engineering team to devise tailored solutions that address specific failures. This may involve redesigning components, suggesting alternative materials, or developing repair kits.
Action Plan Creation: Formulate a step-by-step remediation plan that outlines the necessary actions, timelines, and resources required for repairs. Ensure that this plan aligns with municipal schedules to minimize service disruption.
Coordination with Management: Present the action plan to management, ensuring they understand the implications for customer satisfaction and operational efficiency. Secure approval and any additional resources required for implementation.
Field Service Technician Collaboration: Communicate with fellow field service technicians to distribute tasks effectively. Provide them with the necessary training and support to perform repairs according to the established action plan.
Implementation and Monitoring: Oversee the execution of the plan, staying in close contact with technicians and municipal clients. Monitor progress, adjust as necessary, and address any challenges that arise during the repair process.
Customer Follow-Up: After repairs are made, conduct follow-up visits or calls to ensure customer satisfaction. Gather feedback to evaluate the effectiveness of solutions and make any additional adjustments if required.
By focusing on these steps, I aimed to ensure that we swiftly resolved mechanical failures while maintaining strong relationships with our municipal clients, thus reinforcing the Freedman Seating brand’s commitment to quality and customer care.