Currently, the E-Crane USA Service & Parts Dept. has been re-manufacturing a clamshell grab for Sherwin Alumina, the second largest bauxite refiner in North America.
To be sure the job was done correctly the first time, Mr. Steve Suter, Service Manager of E-Crane USA, invited Bally Kissoon, engineering specialist from Sherwin Alumina, to the E-Crane USA workshop in Galion, Ohio to participate in the effort.
The purpose of the visit was to observe the rebuilding of the grab. Worn areas are identified and root causes are determined on the spot. All corrective actions are agreed to in real time and can begin immediately. A solution by a supplier is only as good as the feedback received from the customer. Steve Suter knows this all to well.
This type of “team effort” ensures the grab is rebuilt on schedule, lessons are learned, and the unit can be put back in service confidently as soon as possible.
At the end of the day, customer service is a team effort.