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TECHNICAL TRAINING

Making the Call By Donald Dougherty, Senior Technician

Here at the technical group we are here to help with questions and give troubleshooting assistance to machines in
the field. Sometime problems occur that you don’t routinely see. and even after following all the normal trouble-
shooting steps, you still cannot pinpoint the trouble. This is when a phone call to the technical services group is
next step.
Providing technical assistance over the phone has a unique set of challenges even under the best of circumstances.
The environment we work in on Loram machines makes this even more difficult due to sketchy cell service, high
ambient noise levels, and tight spaces that contribute to the difficulty of solving problem over the phone. There-
fore, it is especially important to have the following on hand prior to making a call.

1) The electrical, hydraulic, or air schematic if working on any of those systems.

2) A good working Fluke Meter, Tri Gage, or Air Gauge as required
3) Notes of what you have already checked and procedures you have tried.
4) Basic hand tools like screwdrivers wrenches and “tweakers”

When the technician receives the call from you, they will typically ask several questions, try to give clear and accu-
rate answers. Often, they may ask about steps that you have already taken during your troubleshooting. They may
even ask for you to repeat some or all these steps. Try to be patient and understand that we are just trying to veri-
fy the findings from before.

Realize the Tech will be working from a schematic and sometimes their memory, so try to relay as much infor-
mation as you can. If you see something that doesn’t look right let them know. This will help too. Also, it can be
very helpful for you to have another crewmember assist you as it is hard to be in two places at once, and especially
while trying to hold a cellphone, meter etc.
Tech support over the phone often has a high chance for success. We in the Tech Services department do our best
to help you remotely. Thanks in advance for your help, we look forward to your call.

Technical Service Hotline

Emergency: 763-478-9999

Non-Emergency: 763-478-2233

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