When a piece of test equipment is damaged, the obvious next step is to repair it and return it to the customer. At AE Techron, we believe that is only part of the job.
Recently, a customer returned an AE Techron system that had experienced significant damage during testing. We could have repaired the system, shipped it back, and closed the support ticket. Instead, we treated the situation as an opportunity to understand the larger problem and help prevent it from happening again.
Looking Beyond the Immediate Failure
My first step was to meet directly with the customer and learn more about the application, the test setup, and what occurred before the system stopped operating correctly.
From there, the investigation became a collaborative effort involving multiple teams across AE Techron. Together, we:
- Reviewed test data and system diagrams
- Discussed the application and operating conditions with the customer
- Evaluated the damaged system and the extent of the failure
- Consulted with engineering, technical services, and application support
- Examined possible grounding, connection, and system-configuration issues
- Considered how the setup could be improved to reduce the risk of another failure
Even after extensive analysis, the exact root cause was not completely clear. That did not mean the support process was finished.
We recommended that AE Techron participate virtually during the customer’s next system setup. By reviewing the connections, grounding practices, configuration, and initial testing process in real time, we can help identify potential risks before full testing resumes.
The Goal Is Successful Testing
Our objective is not simply to return a functioning amplifier or test system. The real goal is to help the customer complete their testing successfully, reliably, and with as little interruption as possible.
That may involve:
- Troubleshooting an unexpected system response
- Reviewing connections and grounding
- Evaluating how the amplifier interacts with the load
- Discussing whether the equipment is being operated within its capabilities
- Helping the customer refine the overall test setup
- Bringing lessons from the support case back to our engineering team
In some cases, what we learn during customer support can also lead to product improvements. Real-world applications often reveal conditions that are difficult to reproduce during development. When we identify an opportunity to make a product more robust, that information is shared with engineering and may be incorporated into future revisions.
More Than Equipment
When customers purchase AE Techron equipment, they are not just purchasing hardware. They are gaining access to application specialists, engineers, technical service professionals, and a team that is invested in the success of their testing.
We view post-sale support as a partnership. Repair may be part of the process, but so are root-cause analysis, application guidance, system review, and prevention.
As Larry Shank, AE Techron President, often says, “We solve problems; we don’t just sell equipment.”
That philosophy does not end when the purchase order is complete. It continues throughout the life of the equipment—and throughout the customer’s testing program.
By Jason Landrum, EMC Applications Engineer