Your sheet metal cutting machine has a problem. A long-standing customer in China tells you. Your expert technician intervenes remotely and communicates with the on-site operator to diagnose the fault. Your customer’s employee is new, unfamiliar with the machine and, above all, has little command of English. In the meantime, the production line is interrupted and it is necessary to intervene promptly. If this was not the case, your customer would lose large sums of money.
The only solution is to have your technician take the first flight to China immediately. Once at the destination, your expert realizes that the diagnosis was wrong and the resolution needed only 30 minutes. The cost to your company? Obviously very high.
This is roughly what happens when your customer’s production machinery has a problem. Troubleshooting for this kind of sheet metal cutting machinery is complex, requires knowledge of multiple disciplines, and not all technicians always have in-depth expertise in the various areas.