When Nuclear Imaging Device Issues Interrupt SuperCross
It’s nine o’clock on a Saturday night at the St. Louis Dome. Ryan Dungey, Chad Reed, and Eli Tomac are going head-to-head in Supercross while Craig Snodgrass and his son watch from the stands. You can barely hear anything over the bikes roaring around the dirt course and the crowd cheering them on.
Perfect time for a weekend camera malfunction.
Craig sighed when his phone went off, but knew that, despite the noise, he had to try to take the call from a Universal customer with imaging systems placed at several hospitals spread across Missouri, Illinois, Kentucky, and Indiana. Given the decibel level in the Dome, Craig replied by texting,
“Can’t answer phone but what can I do for you?”
“Sorry to bother you on a Saturday,” texted the customer. “Our camera is down at Kishwaukee Hospital in Sycamore IL. Can we get service on Sunday?”
The customer attached a photo of the unit, a GE Infinia II.
Craig immediately reached out to his field service engineers trained on the Infinia II product for diagnosis and ideas. Kevin Borror and Jeff Schulte replied quickly.
“Head collision with something may cause sensor switch to stick. Have the tech exercise the collimator cover and the switch may release. This can be done by pressing or firmly rubbing a hand across it.”
“Could be stuck or bad switch. Exercise the collimator cover and see if it works.”
Craig passed along the guidance and crossed his fingers as the Supercross roared along below him. Twenty minutes later he texted the customer – “Any luck?”
The answer came back – “Yes, it worked. Tested the unit and all is well.”
Craig felt relief, especially for field service rep Truman Miller, who had already volunteered via text to do a Sunday service call in Sycamore the next day. As Eli beat Ryan to take first place that night, Craig (who is more of a Chad Reed fan) checked his watch. Total elapsed time from the initial trouble call to resolution: 1 hour and 15 minutes. Not a bad night’s work for a Saturday.