Service Pioneer | To do a good job in service, we must not only be able to think of complexity but also be able to think of simplicity and complexity

"When solving problems, we should think about complex things simply, and see the essence through phenomena, so as to get to the point; When you have time to think, you have to think about simple things in complexity, so that you can understand its principles."

This year is the twelfth year that Li Fusheng has joined Sany, and in the past 12 years, Li Fusheng has grown from a young boy to a man who stands up to the sky. Today, he serves as the tower crane service director of Shaanxi/Shanxi provinces, leading 15 service engineers to go to the front line to solve problems for tower crane customers in Shaanxi and Shanxi.

In 2012, Li Fusheng joined Sany and started working with in YulinTruck cranesDealing with the day. Two months after joining the company, Li Fusheng received his first field assignment: a 25-ton truck crane ran out of power. At eight o'clock in the evening, Li Fusheng rushed to the construction site where the equipment was located and began to repair the faulty equipment. Due to the short time in the industry and the lack of knowledge of circuits, he called other service engineers and tried to check it himself, but by 11 o'clock in the evening, he could not find the fault point. After returning to the office, it was early in the morning, Li Fusheng did not sleep, in order not to delay the customer's work the next day, he opened the information to inquire about the relevant circuit knowledge, rushed to the construction site at five o'clock in the morning, and found that it was a circuit circuit that controlled the vehicle when he checked again, so he reconnected a wire and successfully eliminated the fault.

This seemingly ordinary experience is the most memorable for Li Fusheng, who has just joined the company, and it is this experience that makes Li Fusheng realize that learning professional technology is the foundation of a service engineer's foothold!

In 2014, Li Fusheng has been working as a service engineer for three years, and with his willingness to learn and drill, he can already take charge of himself. With the expansion of the company's tower crane market, the demand for service engineers also increased, and in the middle of the same year, Li Fusheng was sent to the Sany factory to train tower crane maintenance knowledge.

Li Fusheng believes that the principles of the equipment are the same, and there is a problem in a certain place of the same type of equipment, and the reasons are nothing more than several, and they can always be found by checking one by one.When solving problems, service engineers should think about complex things and see the essence through the phenomenon, so as to get to the point; When you have time to think, you have to think about simple things in a complex way, so that you can understand its principles.

In addition to professional technology, thoughtful service attitude is also very important. Li Fusheng often shares his way of getting along with customers with other service engineers: when there is a problem with the equipment, the customer must be emotional.As a service person, you must empathize and understand the emotions of customers.In addition, customers should also be reminded to pay attention to equipment maintenance and inspection, prevent problems before they occur, and reduce the equipment failure rate from the source.Only by thinking about it from the customer's point of view can the customer feel sincere and build the trust of the customer。

In 2018, because of his outstanding work performance, Li Fusheng was appointed as the director of tower crane service by the company, from 18 to 30 years old, Li Fusheng dedicated the best 12 years of his life to his favorite service work. Twelve years of service experience has not been smooth sailing, but Li Fusheng has been recognized by customers through continuous learning and practice, with excellent professional technology and warm and thoughtful service.