Launching a new product requires the collaboration of several teams, each bringing their own expertise and particular skill set to ensure that launch, delivery and service all function perfectly.
Westport’s service team has been a crucial part of the launch of the Westport iCE PACK™ LNG Tank System. Before a product launches, the service team ensures customers will have a seamless and positive experience as they drive with a new liquefied natural gas fuel system.
Product service is a key consideration during product development. A customer care plan is created by field service, warranty and service engineering staff, and released prior to product launch.
Service engineers work with a wide variety of other engineering teams throughout product development. Westport’s iCE PACK service engineers work with their counterparts in controls, cryogenics, and vehicle integration teams.
“When you buy a car, most dealerships just hand you the keys and say thank-you have a nice day,” says Bryan Fargo, Westport’s Manager of Field Operations. “That’s what a lot of our competitors do. But we prefer to thoroughly review the customer’s operation, as well as provide a product overview including operation and inspection.”
The customer care plan includes training development, with onsite visits to both the dealer and the customer. Westport field service representatives visit the customer site, train them and also often include an original equipment manufacturer (OEM) representative before day one on the road.
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| Steve Froese, a Westport Service Engineer, installs an integrated gas module as part of the Westport iCE PACK LNG Tank System. |
