IN THE FIELD
THE WORK OF A SERVOMEX SERVICE ENGINEER
SERVOMEX FIELD SERVICE ENGINEER
ROY DINIS PINA PROVIDES SOME INSIGHT
INTO OUR GLOBAL SERVICE NETWORK’S
PROVISION FOR CUSTOMERS.
What’s a typical day like for a
Servomex service engineer?
I start by checking my emails, giving specific
attention to customer communications that
need a prompt response.
Next, I drive to meet our customer. On
arrival at the site, I sign in at reception
and watch a site safety video, followed by
some questions that help me understand
the safety and site rules.
While this is going on, the customer has
been informed of my arrival, so they
meet me at reception and we go to
their office. There we’re likely to enjoy a
welcome cup of coffee while we discuss
how to approach the service, repair or
preventative maintenance work.
Before starting work, I will gear up
with safety clothing, pick up the work
permit and perform a Last-Minute Risk
Assessment (LMRA).
We deal with a lot of different analyzers
and service tasks, so there’s no typical repair
issue that we have to deal with. If there is a
process failure, for instance from moisture
entering the analyzer, we might not be
able to save the sensor and may have to
replace it, but that’s just one example.
If we’re visiting for a maintenance task,
then commonly the customer asks us
to inspect, validate and calibrate the
analyzer. Most analyzers also need a
sample handling system that has to be
serviced, inspected and cleaned.
Once the service is finished, there’s a
debrief to inform the customer of the
What sort of background does a typical Servomex service
engineer need?
It’s important to have a knowledge of electronics and instrumentation, to
understand flow and pressure, and to be aware how to work with pressurized gases.
You need an accurate mindset and an attention to detail. It’s also essential that
you’re not afraid to talk with people!
work I have
carried out.
I also fill in a
service report,
leaving a
copy with the
customer.
rfdpina@servomex.com
5
AVERAGE
HOURS
ON SITE
Typically, we
spend around
five hours on
site per analyzer
or preventative maintenance check.
Before heading home, I check my emails
again to see if any customers need an
urgent reply. Once back at base, I finalize
the paperwork and send via email to the
customer. Then, preparations begin for
the next site visit!
What training does Servomex
provide for its engineers?
Whenever a new analyzer is launched, all
the service engineers receive specific product
and service training. We also get refresher
service training on existing products.
How do customers react when
you attend their site?
The customer is always glad that we can
support them, especially as we come
prepared with any necessary service parts,
and we know our way around on-site.
Servomex provides global
service coverage – is there
much travel involved?
In the Netherlands and Flanders region
where I work, we have a large number
of customers, and our average travel
time each day is about three hours. Our
customers expect us to reply at short notice
– this doesn’t mean we have to be on-site
the same day, but we need to be able to
contact the customer and provide support
quickly, for instance by telephone in their
native language (Dutch), which is a big
advantage for our customers. We do not
need to make a lot of travel arrangements,
as all our traveling is done by car.
What’s it like working with Servomex’s products and systems?
How easy are they to install and maintain?
Servomex products are easy to operate, and are always supplied with installation,
operator, and startup/shutdown manuals. These cover most questions that customers
have, but we can always provide further operator training if required. The products
also come with service manuals, but we advise customers to attend one of our
service training courses if they wish to perform servicing themselves. In general,
Servomex’s design philosophy makes installation and maintenance simple, but like
any equipment, it’s more effective when supported by expertise and training.
People might think that service
engineers are only called in to
put right faults and breakdowns.
Are there services you can
provide to stop these things
happening in the first place?
We support our customers not only with
any faults or breakdowns they might
experience, but with any service-related
questions they may have about Servomex
analyzers. With every new analyzer we
sell, we offer a start-up and commissioning
package, and can provide tailored service
training for customers. We also offer a
preventative maintenance service, with or
without the benefit of a service agreement.
What, in your opinion,
makes Servomex’s service
support so important
for customers?
Firstly, we offer a steady, consistent
service team, which means the
customer isn’t confronted with a
new face every time. It also means
we get to know the customer site
very well. Our regional service
coverage means we speak the same
local language as our customers,
and can provide a prompt reply to
service requests. Finally, we come
prepared, and have the right spare
parts available locally for a rapid
service response.
Contact your nearest
service engineer:
servomex.expert/service
P08
WE CAN BUILD YOUR ANALYZER INTO A COMPLETE GAS ANALYSIS SYSTEM
Visit
servomex.expert/systems
P09
or contact your local business center today