Last week we (yes, that’s us in the yellow west below one of the small Excavators) visited Liebherr Mining Equipment in Colmar, France to catch up and to migrate their knowledge base from the old Dezide system to the new administration.
Liebherr Mining Equipment has been using Dezide since 2010 when the project was initially started. Mining excavators has a life cycle of 20-30 years and Liebherr was starting to experience that no-one in the company possessed the knowledge to properly service some of the older excavators still in operation as the products has long since been discontinued and the engineers who used to service and troubleshoot these machines are no longer working at the company.
The problem of retaining knowledge when people leave and being able to share it with new employees is even more evident today where field service technician churn is higher than ever and finding people is becoming increasingly difficult.
Liebherr started out by building a knowledge base in Dezide focusing on one product first. Dezide was then deployed to field service engineers working on that product and after a successful roll-out they moved on to other products. Today all mining products are available in the knowledge base including both excavators and trucks and technicians at mining sites around the world are using the tool.
Liebherr Mining has more than 500 technicians using the Troubleshoot Advisor for solving excavator and truck problems and the system is being retailed to end customers in the mines around the world.
We had a great trip to the factory in Colmar and we look forward to returning next time!
Check out Liebherrs promotional content for the Troubleshoot Advisor here:
And watch the video:
