Issue link: http://read.dmtmag.com/i/86182
Play It Safe Professional Protocols in the Service Department Protect Customers and Your Company Inspect and document before any machine leaves the shop. BY RANDY DOMBROWSKI Running a first-class service department presents numerous challenges – hiring and maintaining qualified staff, preventing workplace injuries, managing field service work, staying profitable and keeping your customers happy. One key item often overlooked with all those responsi- bilities is strong recordkeeping and proactive service practices. When a customer brings in equipment for repair, your service team has the duty to not only complete the needed repair, but to verify the equipment is free of other recognized hazards and is safe to operate. Consider the follow- ing hypothetical case: The Event A customer brings in a piece of industrial equipment to repair a tire problem described as "slowly losing air pressure." Three weeks after the service was performed, the equipment was involved in a construction site accident, and the operator sustained multiple fractures and closed-head injuries. The follow-up investigation found the tire repair had failed and the brake system on that wheel was also inoperable. It was confirmed the brake condition was covered in a prior manufacturer recall, which was not discovered during the service visit. The case was settled for millions in total damages. Furthermore, the dealer gained a reputation for poor quality service, resulting in loss of future income and sales business. Issues and Risks The investigation into this case identified several issues. It was found there was only very basic documen- tation kept on service order forms. Additionally, the dealership did not routinely conduct post-service test- ing of repaired equipment, review for outstanding manufacturer recalls or conduct general inspections to identify hazardous mechanical conditions or missing safety features. The lack of a formal and documented service approach directly contributed 20 | www.cedmag.com | Construction Equipment Distribution | October 2012 to the accident and spelled disaster for this dealer. Prevention Strategies Dealership service operations require professional action beyond the specific service requested. Recent jury decisions have placed a higher respon- sibility on dealerships because of their professional and technical expertise. Dealers have the responsibility to alert and warn customers of equipment defects or potentially dangerous conditions that should be discovered during a service appointment. The service department can help protect your dealership by: n Clearly documenting service tickets with reported symptoms and/or requested services. Additionally, each service ticket should document any post-service work actually performed and indicate that those services were verified as completed by a specific employee (signed/dated). n Perform a basic post-service inspection of each vehicle serviced to