{"id":33609,"date":"2018-10-05T15:18:00","date_gmt":"2018-10-05T19:18:00","guid":{"rendered":"https:\/\/serviceexpress.com\/uk\/resources\/third-party-maintenance-customer-perspective-komatsu\/"},"modified":"2024-10-09T20:50:13","modified_gmt":"2024-10-09T19:50:13","slug":"komatsu-customer-story","status":"publish","type":"post","link":"https:\/\/serviceexpress.com\/uk\/resources\/komatsu-customer-story\/","title":{"rendered":"Third-Party Maintenance Customer Perspective | Komatsu"},"content":{"rendered":"\n
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Industry<\/p>\n\n\n\n

Manufacturing<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Location<\/p>\n\n\n\n

Tokyo, Japan<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Business<\/p>\n\n\n\n

Komatsu Ltd.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Website<\/p>\n\n\n\n

home.komatsu\/en<\/a><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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From concern to confidence<\/h2>\n\n\n\n

ICT Systems Analyst Ryan Savage explains why working with Service Express brings peace of mind.<\/p>\n\n\n\n

A positive change<\/h2>\n\n\n\n

We had a rough time working with our Chattanooga facility\u2019s 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\u2019t always be on hand, so I need eyes and ears to help me out at these remote sites.<\/p>\n\n\n\n

What really prompted our switch to Service Express was the communication problems we experienced with our previous provider. For example, we\u2019d get an error about a failed disk. I\u2019d get in the Unisphere and identify which drive needed to be pulled. I\u2019d screenshot the error and say, \u201cThis is the one you need to pull.\u201d Then, the engineer would pull a completely different drive and say, \u201cWell, there.\u201d This happened not once or twice but multiple times.<\/p>\n\n\n\n

It\u2019s nice that Service Express is right down the road
in Chattanooga. But more importantly, it\u2019s the great service we\u2019ve 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.<\/p>\n<\/div>\n\n\n\n

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“I couldn’t ask for better support from not only my engineers but from Service Express as a whole.”<\/p>\n\n\n\n

-Ryan Savage, ICT Systems Analyst, Komatsu<\/strong><\/p>\n<\/div>\n\n\n\n

Peace of mind<\/h2>\n\n\n\n

Our favorite part about working with Service Express so far has been the customer service. With our VMAX system, Service Express monitors our drives\u2019 activity. I get a call from a local engineer saying, \u201cHey, I\u2019m coming by and replacing a drive.\u201d I like that. And I really like the determination to help see every problem through to resolution.<\/p>\n\n\n\n

I\u2019m very comfortable working with Service Express engineers remotely. I\u2019m not nervous about what
the technicians onsite are doing. There\u2019s a ton of confidence in the team\u2019s ability to address the issue and see it through.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Engineer extraordinaires<\/h2>\n\n\n\n

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, \u201chis baby,\u201d 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.<\/p>\n\n\n\n

The Service Express engineers here are also a lot of fun to work with. It\u2019s like a friendship. They\u2019ve always got a smile on their face. They\u2019re just all-around great to work with and talk to.<\/p>\n\n\n\n

For those considering working with a new maintenance provider, I\u2019d say try out Service Express. You won\u2019t be disappointed. You\u2019ll feel comforted knowing that some very knowledgeable engineers are protecting you. And they deliver what they say they will.<\/p>\n\n\n\n

I couldn\u2019t ask for better support from not only my engineers but from Service Express as a whole.<\/p>\n<\/div>\n\n\n\n

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About Komatsu<\/h2>\n\n\n\n

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\u2019 jobsite operations.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Learn what Komatsu had to say about switching support from an OEM to third-party maintenance company Service Express in this testimonial.<\/p>\n","protected":false},"author":32,"featured_media":77217,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ep_exclude_from_search":false,"freeform":false,"hero_image_id":76203,"show_author":false,"table_of_contents":[],"footnotes":""},"categories":[741],"tags":[],"resource":[570],"class_list":["post-33609","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-third-party-maintenance","resource-case-studies"],"featured_image_src":"https:\/\/serviceexpress.com\/uk\/wp-content\/uploads\/sites\/5\/2024\/08\/Third-Party-Maintenance-Customer-Perspective-_-Komatsu_Meta-Image.jpg","yoast_head":"\nThird-Party Maintenance Customer Perspective | Komatsu | Service Express<\/title>\n<meta name=\"description\" content=\"Discover how Service Express' third-party 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