Here in Massachusetts, we find ourselves surrounded by beautiful old mill buildings that act as a constant reminder of how our nation’s history is built on manufacturing. In the early days of the industrial revolution, water powered the mills that produced the products the young nation needed to move forward.  

Even today, with tech companies all around us, we know that machines continue to power the world. They move us from place to place, whether that’s a car, train, airplane, or ship. They provide the power we need and till the soil to provide the food we eat.  

The enemy of production is downtime, so to keep these machines running mechanics are constantly doing regular maintenance, often repairing and replacing parts long before they need it to simply avoid breakdowns.  

How many times have you switched your mobile phone service provider when the service or support was poor? How hard did that service provider work to keep you? It’s likely they didn’t try very hard. They have many customers, so losing one isn’t that big of a deal. But for companies that provide complex products like those in manufacturing, aerospace or oil and gas, a high-quality customer support program is critical. The question is, what does a quality customer support program look like?

The Support Challenge for High Value Products

A couple of scenarios to demonstrate the need for strong customer support and preventive maintenance programs in manufacturing industries.