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Engineer Provides Maintenance to Server
Case Studies

Third-Party Maintenance Customer Perspective | Komatsu

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Tokyo, Japan

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Komatsu Ltd.

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From concern to confidence

ICT Systems Analyst Ryan Savage explains why working with Service Express brings peace of mind.

A positive change

We had a rough time working with our Chattanooga facility’s previous support team and needed a change. We wanted a team that could show us they cared and give us reliability. This is especially important because, being in a different city, I can’t always be on hand, so I need eyes and ears to help me out at these remote sites.

What really prompted our switch to Service Express was the communication problems we experienced with our previous provider. For example, we’d get an error about a failed disk. I’d get in the Unisphere and identify which drive needed to be pulled. I’d screenshot the error and say, “This is the one you need to pull.” Then, the engineer would pull a completely different drive and say, “Well, there.” This happened not once or twice but multiple times.

It’s nice that Service Express is right down the road
in Chattanooga. But more importantly, it’s the great service we’ve received at our primary data centre since they took over our third-party Vblock and VMAX support. Both the pleasantries and knowledge were there with Service Express.

“I couldn’t ask for better support from not only my engineers but from Service Express as a whole.”

-Ryan Savage, ICT Systems Analyst, Komatsu

Peace of mind

Our favorite part about working with Service Express so far has been the customer service. With our VMAX system, Service Express monitors our drives’ activity. I get a call from a local engineer saying, “Hey, I’m coming by and replacing a drive.” I like that. And I really like the determination to help see every problem through to resolution.

I’m very comfortable working with Service Express engineers remotely. I’m not nervous about what
the technicians onsite are doing. There’s a ton of confidence in the team’s ability to address the issue and see it through.

Engineer extraordinaires

Just recently, my Service Express primary engineer assisted me with replacing a Cisco ESXi host in our production environment. He arrived on time and with the utmost enthusiasm to help me handle the situation with minimal problems. He constantly reminded me that the equipment at our Chattanooga facility was, and I quote, “his baby,” and it really showed with the level of support he provided us. I mean, I thought I had passion for what I do for a living; he took it to the next level. Being in IT support for over 25 years, I can tell you my primary engineer is a diamond in the rough. He treats service the way it should be.

The Service Express engineers here are also a lot of fun to work with. It’s like a friendship. They’ve always got a smile on their face. They’re just all-around great to work with and talk to.

For those considering working with a new maintenance provider, I’d say try out Service Express. You won’t be disappointed. You’ll feel comforted knowing that some very knowledgeable engineers are protecting you. And they deliver what they say they will.

I couldn’t ask for better support from not only my engineers but from Service Express as a whole.

About Komatsu

Komatsu is a worldwide leading manufacturer of construction, mining, forestry and military equipment, as well as industrial equipment like press machines, lasers and thermoelectric generators. Headquartered in Minato-ku, Tokyo, Japan, Komatsu runs manufacturing operations in Japan, Asia, the Americas and Europe. Komatsu is dedicated to launching next-generation products that will achieve further automation and unmanned operation, designed to substantially improve the safety, environmental performance and productivity of customers’ jobsite operations.

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