Latest / The Refrigeration Mentor Podcast / Episode 379. How to Prevent Callbacks (Diagnosing the Root Cause of Issues)

Transcript

Episode 379. How to Prevent Callbacks (Diagnosing the Root Cause of Issues) · The Refrigeration Mentor Podcast

• 0:00
  Speaker: Are you consistently struggling with callbacks, long troubleshooting times, profit margins? This here is something that we talk about consistently in our development strategies for contracts, our eight week programs, and consistently I hear something that continues to come back is. Why do I keep getting the same calls?
• 0:03
  And I can't remember that after eight months. Like, I don't see that, like I, I, , I change compressors or valve plates or clean condensers or change TX valves or EAVs or CD s valves, whatever it is. But that specific, , topic on say trans critical CO2 system, I've, I've, I have one system or two.
• 0:06
  What I try to teach is the why behind that, and that's where a real Diagnos diagnostic troubleshooting is coming into play. Because there's four reasons. Supermarket racks really call you back. It's weak fundamentals, poor understanding of that system sequence, and this is something we stress on inside our programs and our, , development strategies for your companies is because when I ask e either if they're new technician, newer technicians a few years in, or experienced technicians, I ask them, what is the sequence of operation they can explain?
• 0:09
  That, that's why it's not pulling down because now it's, it's logging with oil. This happens consistently out there. Or even with, , superheat. This is another one. Our subcool. So this is another one a lot of technicians haven't been taught on, is how that specific Subcool strateg. Supposed to work and how that maybe if it has, , an EPR on it or a CTS valve, how that's set up versus the electronic valves or the TX valves and when those solenoids are supposed to open and close 'cause they're different capacity solenoids.
• 0:12
  So when you go to a troubleshooting call, what does that, how is that heat, , hu gas dump or, , liquid injection or? Really the dropping the temperature of discharge or increasing the temperature of the suction depending on the strategy, showing the technician on how do you find that, not to go into change, but how do you even find that?
• 0:15
  Stop being a parts changer and really system thinker. This is what costs us business time and money, and this is the difference where you'll start to get customers calling you as a service manager. Can you please send us technicians from now on? Can you please send this technician? That was one of the greatest feelings that I used to get, is when my service manager came and they talked to me and said, Hey, this customer called, and they said they really love the job you did today.
• 0:18
  But now we gotta be reactive and this is what's burning out my team, my lead technicians. This is really reducing the learning curve for the technicians. 'cause that's where a lot of technicians can learn on these preventative maintenance. Heavily because this is where the system is working properly.
• 0:21
  Mentor for our eight week. Programs being like, okay, let's get these guys in. They took the intro program, let's get these guys in, get into the advanced programs so we can teach them the process. And it's understanding, teaching these technicians how to learn. That's the big thing. So when we teach 'em how to learn the control strategy, we teach them how to learn the root cause.
• 0:24
  The, the controller did, what was the minimum that it really need to, when did, how long was that drip time? How long did it take to pull that case down? And just looking at all this stuff, when you're fine tuning a case, all this stuff comes into play and then all of a sudden it'll tell you, oh, give you an idea.
• 0:27
  'cause when the technicians have a a problem, they go out into the field. It's a lot of times there's a fire happening at that time and they're going to to put out a fire. But when we send them out in the, in a program that we do. And they go out and the, the, the, they're doing a maintenance or something and we get them to actually get certain data points or get them to check certain points with their gauges or their temperature probes and to actually comprehend on what has actually happened.
• 0:30
  They tell me all the, the time. I'm just looking for a company that's willing to teach me and learn and help me. Grow as a technician. Technicians will stay at your company if you have a development strategy for them. And yes, you're gonna have lots of technicians that's gonna leave for $1, but those technicians that are are want to learn and want to grow, and you keep teaching them and growing them.