Chesterfield-based Sarclad has delivered another in-house training course for its Rollscan product to steel industry customers from South Wales including Cogent Power, Tata Llanwern and Tata Trostre.
Alison Ward, After Sales & Customer Service manager said: “Many of our customers encounter simple issues on site which can be easily fixed when they know what they are looking for. This course was aimed at making our customers more autonomous between service visits, enabling them to carry out simple trouble shooting tasks and checks to avoid having to send an engineer to site.
“Very often we have an engineer giving remote assistance by phone, asking the operator on site to carry out some adjustments to the equipment, and the operator might never have done this before so we re-create these here and talk them through what to do.
“Once they have done this a couple of times here at Sarclad, the next time the engineer talks them through a procedure remotely, they feel more confident.
“We also teach them what information they need to relay to the engineer if this happens during a night shift, when they will email the engineer, again enabling our engineer to offer more support as he has all the facts. The fact that the training is “hands-on” rather than purely theoretical proved really popular with the participants. One of the participants this time said that he had found the course very useful and thought that it was great the way we adapted it to their needs. We try to make each course as relevant as possible and it is nice to hear that this comes across. We are looking forward to rolling this out to more customers now.”