Our next post in the Above & Beyond series involves a predicament with a customer’s Ultra 10 master dying on a weekend.
It was a Saturday around 11 am when Craig Snodgrass, Universal’s National Service Manager, took a call from a customer located in Alabama. The facility in distress had three systems with Ultra 10s – a master and two clients. The master had suddenly died and the whole tech department was down… plus it was a Saturday making matters even more frustrating for them.
Craig immediately got in contact with Universal Field Service Engineer, Tim, who was able to walk the customer through getting the master up and running by using parts from one of the client Ultras. The next step, getting the department back up and running, required new parts to replace the ones taken out of the client.
To help the customer get those borrowed parts replaced, Craig reached out to Justen Harness, Universal’s Parts Manager. After discussing the situation with Craig, Justen drove into the office and worked with the customer to get the needed parts together. He then stayed at the office until the courier arrived to pick up the parts to ensure they would make it to their destination on time.
When the parts arrived the next day, Tim made himself available to the customer and was able to help the customer over the phone to get the department up and running in plenty of time before the techs and patients arrived Monday morning.