The main goal of our METTLER TOLEDO service technicians is to satisfy and exceed customer needs and expectations. As advocates and watch-dogs, service technicians take care of customers’ weighing equipment with professionalism and expertise. Whether the equipment is maintained and calibrated on a pre-determined frequency or repaired when broken, technicians strive to solve customer problems everyday. Recently, METTLER TOLEDO gave one of its service teams the goal to repair a railroad scale of a major manufacturer of consumer goods. The team needed to not only repair the scale, but also make sure it met or exceeded both Railroad as well as Weights and Measures inspections in order to prevent the customer from suffering any downtime.
This was a smart call on the customer’s part, as METTLER TOLEDO has built a reputation for unmatched quality in all service offerings. METTLER TOLEDO quality is built on the foundation of responsiveness, convenience, experience, and value. Whether it is a routine calibration or an emergency repair, like in the case of this particular customer, we respond to help our customers minimize downtime and lost productivity.
Because the rail scale of this major consumer goods manufacturer failed inspection three times after their current service provider attempted to fix it, they insisted on meeting with METTLER TOLEDO knowing they could count on the leader in the weighing industry. Over the course of the next two days, our technicians identified the problem, scheduled the appropriate parts to be flown in, made the necessary repairs to the scale and ensured that the scale pass inspection. In fact, METTLER TOLEDO technicians finished repairing and calibrating the scale at 2 AM, prior to a 7 AM departure of the rail inspector. If work had not been completed prior to the inspector’s departure, this manufacturer would have had to wait three to four weeks for the rail inspector to return. This would have resulted in having to render the scale unfit for use, possibly causing increased production cost, reduced product output and potential fines.
Not only did the technician team from METTLER TOLEDO save the day, but they also improved the customer’s operations. After the railroad scale was repaired, the customer saw a reduction in both their material and product cost, which ultimately increased the profit margin of their plant. With METTLER TOLEDO, this manufacturer of consumer goods found a reliable service provider to completely satisfy their critical needs. This decision illustrates the fact that their current service provider was far from being a quality customer advocate and problem solver.
At the end of the day, the process by which the problem was resolved involved four people across a 23 hour time span. Throughout the project, the METTLER TOLEDO service team demonstrated quality and aggressiveness, particularly when they declared that they could resolve this customer’s problem when no one else could. In addition, the team showed true dedication by working off-hours in order to ensure the scale would pass inspection. Staying flexible, the team even adjusted their personal commitments with their families to attend to the customer. The quality of the service provided by this group of technicians was outstanding and helped the customer avoid costly downtime. However, the most amazing part of this story is that this METTLER TOLEDO service team does not believe they have done anything different than what they normally would have done. To them, this is business as usual.