The benefits of category direct service

Tennant addresses some of the common questions around equipment maintenance and how to schedule services to get the most out of its machines.

Tennant’s Factory Direct Service offers three plans: essential (ideal for organisations with just one machine); capped (ideal for organisations with several machines onsite and includes regular and preventative maintenance); and comprehensive (ideal for intensive users).

Each plan includes priority breakdown response from Tennant’s fleet of trained service technicians equipped with TennantTrue parts.

The best plan for every equipment and company will depend on what the machine needs and the type of site being operated on.

A Tennant representative will advise operators on the most suitable plan for their organisation, according to Tennant service manager, Australia and New Zealand, Chris Collier.

“Our team consists of 40-plus trained technicians and authorised dealers across Australia and New Zealand to service your machines every day. Our average response time to enquiries is 24 hours and we usually have a tech on site within two days,” Collier says.

Although Tennant’s Factory Direct Service is still relatively new to the market, the company already has 6300 planned maintenance contracts, with this number increasing weekly.

What are the benefits?

Just like buying a new car from a dealership, when a new cleaning machine is purchased, the buyer will usually also get offered a planned maintenance package.

If a machine is brand new, the buyer might be tempted to skip the maintenance schedule, but before they do, it’s a good idea they look at the benefits and what they will get, according to Tennant.

The benefits include: direct support from specialists trained in equipment; priority support for repairs; discounted parts and labour when needed; fewer unexpected (expensive) breakdowns; longer lasting machines; greater reliability; assurance that all parts are fully functioning; access to the best quality parts (like TennantTrue Parts); access to lifetime training to help operators use the machines properly; and predictable, regular maintenance fees that can be budgeted for.

What are the alternatives for maintenance and repairs?

Machines will need to go on an equipment maintenance schedule to keep them running properly, maintain the warranty, and catch any problems before they become big (and expensive).

Operators don’t have to sign up for a Factory Direct Service plan, according to Tennant. In fact, if they are located outside of the service area, they will need to go with a different approach, like: find a Tennant-authorised service dealer that operates within their region; use a local equipment maintenance company; find an independent technician, and do in-house servicing (if there is a capable team member trained in the machine).

Tennant does not, however, provide these options with the same benefits as Factory Direct Service.

The operator may find their machine needs more frequent or more significant services/repairs when they don’t go factory-direct.

Fortunately, many of the equipment purchased through Tennant already comes with built-in technology that decreases costs and increases productivity (for example, IRIS Asset Manager, ech2O NanoClean and ReadySpace).

So even if the operator is not able to access Factory Direct Service, Tennant believes it is still worth choosing one of its machine for longevity and smarter technology.

Is Factory Direct Service worth paying for?

Usually, yes, according to Tennant.

“If you rely on your machine and it’s critical to your maintenance schedule, it’s a good idea to do everything you can to ensure it functions properly and doesn’t go offline,” Collier says.

“You’ll start getting value from your Factory Direct Service because it protects the initial investment you made in your cleaning equipment.”

Regular servicing reduces the likelihood of unplanned downtime, identifies potential problems before they become major, and helps a machine perform optimally. All of these benefits can help reduce the ongoing cost of a machine.

What happens during planned maintenance?

Equipment maintenance schedules vary depending on your machine and how it’s used onsite.

But in general, maintenance is scheduled every quarter (as a minimum) with options to plan more regular maintenance depending on an operator’s needs. A maintenance service will include: checking parts like squeegees and brushes (and replacing if needed); ensuring batteries are charged and maintained; checking the filters to ensure they’re clean and replacing if needed; testing and troubleshooting; advice and recommendations; operator training; status reports; and scheduled parts replacements.

Tennant technicians will also provide feedback and guidance around what machine operators do between services to keep the machine well maintained.

For example, Tennant’s colour-coded machine service guidelines – if it’s yellow, it’s a touchpoint that operators can provide minor servicing between scheduled maintenance.

This article appears in the June 2019 issue of Australian Mining.

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