Billy Higgs
EASA Technical Support Specialist
Electric motors, generators, pumps, gearboxes and other equipment arrive in service centers all around the world to be repaired, and it is not slowing down by any means. The demand for quicker repair timeframes and working to keep repair costs down is nothing new either. For the repairs to be properly performed, there is a process that is unique to each service center. Though the process can be very similar from service center to service center, it can also be very different. There are many variables that can affect the repair process, such as experience, equipment, resources, documentation and communication.
The typical customer has an expectation of sending in their equipment to a service center to get it repaired correctly. This part of the process should start with documentation of the machine’s “As Received” condition. Some service centers have handwritten documentation and may encounter errors or illegible writing. Some service centers will have only certain people capturing this information, while other service centers will have a group of technicians. Still, others will use a computer or tablet to input the information into their database or computer system. Whatever the process, service centers should capture the “As Received” information accurately. This article will point out some pitfalls that can be avoided by taking the right steps during the “As Received” process.
Nameplates
Nameplate (Rating Plate) information, when obtainable, should be documented. The documentation, which is a critical component of the “As Received” process, should occur whether the information is handwritten on a work order or a clear photograph is captured and uploaded to the service center’s database or computer system. Recording accurate nameplate information helps provide necessary information to each step in the repair process. For example, I have witnessed time and money wasted or lost during the quoting process or while ordering parts from an original equipment manufacturer (OEM) when inaccurate nameplate information was recorded. The nameplate has a wealth of useful information if a member needs to replace a machine: manufacturer, frame size, voltage, amps, rpm, serial number or design classification. Motor nameplates can tell the technician at what voltage the machine is rated and what lubrication is used, if an incoming test run needs to be performed. Nameplates for Underwriters Laboratories (UL) or hazardous location motors showing listings from International Electrotechnical Commission System for Certification to Standards Relating to Equipment for Use in Explosive Atmospheres (IECEx), and others are important to note and understand. There have been instances where a service center receives an explosion proof UL listed motor and treated it as a typical repair for a standard motor. The motor then failed after installation, and it was discovered that the root cause was that the repair was performed incorrectly. The motor failure resulted in a damage recovery lawsuit. Most of the time, nameplates are clearly marked and easy to understand. However, there are occasions when a nameplate is not legible or missing entirely. When this is the case, the information should be communicated to the customer, so the application is understood. The customer may have more information about the machine that could expedite the repair.
Some nameplates are specific. For example, some machines will have water jackets or cooling jackets that can have pressure, flow rate and the specific fluid to use. Another example could be oil levels with dimensions from the base to some reference point on a tubular site glass. External electrical connections sometimes have specific connections for different voltage ratings and how to start the machine. So, the nameplates are important to understand to help the end users, field service technicians and those in service centers.
“As Received” Condition
When a motor is received in the service center, special attention should be paid to what is missing, damaged or broken. This step in the process is important for the end user and the service center because it will help develop the repair agreement and is an opportunity for clear expectations to be established.
An example would be if a customer shipped a motor to a service center via a dedicated shipping company. The service center received the machine and noticed the junction box was cracked for an 800 Hp explosion proof UL listed motor. There are special criteria that must be followed when deciding if the junction box should be repaired or replaced. The time to note a repair or replacement is during the documentation of the “As Received” condition. The repair for this type of part or replacement would be very expensive. If it needs to be replaced, there would likely be a long delivery time for the part. If it is not noted in the “As Received” condition process, then there would be no way to know if the end user damaged it, or if it was damaged during shipping, or if it was damaged in the service center. If accurate documentation isn’t recorded during the “As Received” condition, it could damage the business relationship and create unnecessary tension between a customer and the service center. However, if it is noted during the “As Received” condition process, this can be communicated to the customer. If photos are taken of the junction box damage during the “As Received” part of the process, the photos may serve as supporting documentation
If the customer sends a pump to the service center with no coupling on the shaft, this should be noted in the “As Received” part of the process. If not, the customer may assume that the service center has the coupling or lost it during the repair process. However, if the “As Received” condition documentation shows that the coupling was not on the pump shaft upon arrival at the service center, the documentation will help build a better relationship between the customer and the service center.
Sometimes the color of a machine may be something viewed as not important. However, it can be very important to note the color of the machine for some customers. Sometimes, customers have a specification that will tell you what color their motors are to be painted. It would be best to paint the machine the same color as received if there is not specification from the customer. This situation could be discussed with the customer at a later date. I am aware of an instance where a high priority customer outage motor was painted the wrong color, and the customer did not do use that service center for subsequent repairs.
A machine could be received with many different types of ancillary parts. Some examples could be oil lines/pipes, breathers, filters, temperature detecting devices, water piping, electrical lines, blowers or special fittings/brackets. In many cases, an experienced technician will likely know what is missing or broken. However, an inexperienced technician will most likely not know what is missing or broken. Taking clear photographs at many different views of all jobs and saving the photos on your database is a great tool for the entire repair process. These saved photos should also be used to verify that the machine is shipped with all the ancillary parts, and all the parts are in the right location on the machine.
Communication
Now that all documentation has been captured, it needs to be communicated to the customer clearly. Some service centers will develop a short report or make a phone call to the customer and communicate the “As Received” information captured. This concise report gives the customer the opportunity to understand and make informed decisions about the repairs that the service center will make. Other service centers will make the report part of a customer questionnaire that can be sent to a customer or communicated to the customer to find out what the customer is experiencing and what the customer needs. When you communicate clearly, it will build trust between the service center and the customer. You cannot put a dollar value on that trust.
If a service center representative communicates to the customer that the coupling on the received pump was missing, this gives the customer the opportunity to decide if he has it at his facility, if he has a spare, or if he removed it to use on another pump with a plan to tell the service center to purchase a new coupling for installation on the repaired pump. These open lines of communication increase the chances of the customer developing a sense of confidence with the service center. Listening to a customer express his disappointment and frustration is not easy to hear, but I can assure you that a good manager or director will use this as motivation to improve the “As Received” process. “As Received” is truly an invaluable tool and can build a healthy business relationship with your customers.
If there is no documentation or communication about the “As Received” condition, it can lead to serious relationship problems between the customer and the service center. No documentation or communication leaves the service center defenseless with respect to missing parts, damaged parts or parts installed incorrectly. As stated earlier, there is a typical expectation from the customer that their equipment is to be repaired, and that expectation is that the repair needs to be right. So, let’s do what we can to get the repair right.
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