Forever changes

The materials handling equipment (MHE) engineer has been a skilled trouble-shooter. He – and increasingly, she – still is, of course, but the role is changing and thanks to advances in technology and the introduction of more flexible contracts, providing a comprehensive service is as important as technical know-how. As a result, the engineer has an increasingly important part to play in building a strong relationship between the MHE provider and the customer.

Technological advances to create more productive equipment have yielded forklift trucks that are more reliable but, to satisfy service level agreements (SLAs), they require extra preventative maintenance to ensure they meet critical productivity demands, so engineers must have the skills and competency to stay abreast of developments.

“It’s no longer a case of turning up on site and expecting to fix a fault with a spanner and a few parts from the back of the van,” says Paul. “Today’s MHE engineers carry a laptop and together with the latest software carry out a diagnostics check, identify the fault, how to fix it and then log the job electronically. Engineers also set the parameters of the machine, so they need to be as proficient with sophisticated diagnostic software as they are with a tool bag.

“Each new model launch brings additional challenges so engineers undergo a lot more training to ensure they understand how the latest equipment works and how to set it up correctly.”

The nature of the MHE market has changed too. Advancing technology has driven truck service life from three to five years, and now increasingly five to seven years. It is service providers that are delivering this added value. The ability to carry out repairs or preventative maintenance quickly, and with minimum impact on productivity, drives the long term success of an MHE contract.

Given the amount of time they spend with customers, it’s no real surprise that engineers have emerged as the primary contact, and as they develop key relationships they are well-placed to take a greater interest in, and responsibility for, customer service.

Inevitably, trust built up within the engineer-customer relationship comes into its own when problems arise. If a charge must be levied to repair equipment damaged by the customer, the engineer knows he not only has to carry out the work, but he also has to offer support, and that means discussing the options and proposing a solution which will optimise results.

It is therefore vital for the supplier’s reputation that engineers develop sound interpersonal skills because the quality of service they provide can influence the relationship between the two businesses and, ultimately, customer retention.

To keep pace with advances in technology and the engineer’s greater focus on customer care, training is undergoing a major overhaul.

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Traditionally, apprentices spent four years training with automotive workshop engineers and attended a local college before emerging with a general City & Guilds qualification, but in the 1980s, demand for multi-skilled engineers marked a sea change in the approach to the training. Technological advances, such as computer controlled engine management systems, led to colleges providing external training and employers establishing in-house programmes to ensure trainees had the requisite skills base.

Briggs Equipment set up Briggs Academy to offer its engineers access to numerous courses, from IT to diagnostics and customer service and, more recently, the Fork Lift Truck Association (FLTA) and British Industrial Truck Association (BITA) have joined forces to offer dedicated forklift truck training via the BITA & FLTA Academy, while also promoting career opportunities in schools.

Ten years ago MHE engineers would turn up on site, report in and get on with the job. As health and safety legislation has become stricter in a drive to reduce accidents, engineers must now undergo inductions to comply with the customer’s health and safety policies before even thinking about picking up a spanner. Resident engineers are now commonplace, meeting the needs of businesses that have larger operations, and at Liverpool Docks, for example, Briggs Equipment has resident engineers working three shifts.

MHE solutions providers are working closely with the industry’s professional bodies to raise standards and many are LOLER and PUWER accredited, carrying out a regular Thorough Examination, akin to an MOT, on the MHE equipment they have supplied.

Technology has also played its part in shaping the way engineers work. As more and more customers want to monitor equipment performance against SLAs, 24/7 access to reliable data via Briggs Equipment’s customer portal has helped to improve communication and aid transparency. Former apprentice engineer Matt Molyneux says email and computer technology have made a huge difference, simplifying communication with the customer, facilitating two-way dialogue with the service department and making it easier to plan/book services and order parts. Engineers are increasingly risk averse, refusing to put themselves, or others, in harm’s way, and technology enables them to report safety issues so that they can be investigated and action taken.

“With so much information now accessible to engineers, they can plan their time much more effectively,” says Matt.

“It’s easy to check out the history of an individual machine to see what work has already been carried out, so you’ve a better idea of what you’re dealing with, while diagnostic tools have eliminated the need to look through manuals or contact manufacturers for advice on fixing a breakdown.”

Being better informed makes it easier for engineers to be proactive in identifying issues such as forklift truck overuse, and the associated extra cost involved, and suggesting prompt action to prevent them escalating. While developing their customer relations skills, engineers are simultaneously taking on a new business development function, as their recommendations could well lead to additional revenue opportunities, such as short-term rental agreements to deal with a spike in capacity or driver training to reduce damage.

In today’s logistics marketplace, customer retention is not just about price, it’s about MHE providers adding value and the redefining of the engineer’s role is a positive step. BITA recognises the support that engineers are now offering and is developing customer care training, while the changing role is empowering for the individual. By effectively taking ownership of the MHE contract, engineers feel integral to the success of their employer and the customer businesses they support, and consequently enjoy greater job satisfaction.