Mining Equipment Repair Company Turns to Timken for More than Just Products
Maintenance in any field is critical. But employees at the Equipment Maintenance Service (EMS) plant in Gillette, Wyoming, know more goes into maintaining equipment than just making a few repairs. As a major mining equipment repair company, EMS knows that proper maintenance takes expertise, attention to detail, good customer service and quality products. That's why EMS has worked closely with The Timken Company since it opened in 1984.
The relationship between EMS and Timken has grown during those 18 years to expand into more than simply manufacturer and customer. From training to product repairs, EMS depends on superior service and products from Timken, so it can continue to provide that same level of services and products to its customers.
CUSTOMER SERVICE
For EMS, nothing less than delivering exceptional customer service will do. It’s that same commitment to high standards that allows Timken to rise to the top in customer service for EMS.
Just as EMS caters to its customers’ specific problems, Timken caters its business solutions and recommendations to its customers’ needs. When it comes to customer service, “Timken is number one with me, ” said Todd Colbrese, operations leader of the electrical rotating department at EMS.
“The biggest thing is that they (Timken) have field people that are readily available to assist us,” said Colbrese. “They also have other technical service people that are able to be contacted immediately by phone.”
TRAINING/EDUCATION
Fast and efficient accurately describes the work performed by EMS. But to think this means that it takes shortcuts would be a misunderstanding of its operations. To help fine-tune its procedures, EMS works closely with Timken to stay on top of maintenance and repair education.
“We don’t try to sell anything to the customers, we just make them aware of their options for doing maintenance and we try to make them better in maintenance,” said Scott Ickes, Senior Service Representative / Service Engineering for Timken’s Industrial Business. “We show them the advantages of continuing their education through advanced seminars specifically designed for the customer. That is where the Timken Bearing Certification Audit comes in.”
Timken’s audit is a tool that helps customers, like EMS, improve maintenance practices by covering proven techniques that every shop should follow. Key areas of review include proper bearing storage, handling, inspection, and installation and removal processes.
To say that EMS’ shop in Gillette has benefited from the Timken audit is an understatement. EMS became the first shop to earn a gold rating when it scored a 96.5 out of a possible 100 points – and it didn’t stop there. Just three days after Timken’s audit, EMS conducted an advanced course to become the first shop to ever receive a platinum rating. To receive a platinum rating, a company must first achieve a gold rating score of 95 or higher, plus complete an additional three-day advanced training technical seminar.
“It started as a simple class that explained some of the principles of bearing and their interaction with the equipment,” commented Colbrese. “Then Timken took it a step above to where they came in and did a more extensive class that brought into focus failure analysis of the bearings, and possible causes.”
“We have an excellent crew of employees here in Gillette that have expert experience in dealing with bearings and this training even taught them things they didn’t already know,” shared Colbrese. “Timken made suggestions to help us with some procedures we weren’t doing 100 percent and we were able to make a few minor adjustments. Now we’re at the top of the list in those procedures,” Colbrese added. “It has been well worth the time and money for us to invest in doing this with Timken. I think our clients realize that to receive a platinum level rating in the Timken Bearing Certification program, we must be above and beyond the competition.”
BEARING REPAIR
From wheel ends to gear boxes, EMS’ customers count on it to come through in a bind and get the necessary equipment rebuilt and repaired as soon as possible. Time is certainly money. In turn, EMS relies on equipment manufacturers, like Timken, to provide quality repair service it can depend on.
Often it’s not repairing the bearing that poses the challenge. Instead it is the monitoring of bearings to predict and schedule downtime and repairs before they breakdown and cause delays.
“When Timken first got the rebuild program going on bearings, we were one of the first shops to try it and we’ve had great success,” noted Colbrese. “It’s been a huge benefit to us as well as a cost savings to our end user customer.”
“We have a lot of confidence sending the product in for repair. We know they’ll be able to fix it and send it back, and we feel just as comfortable installing that in a customer’s unit as we do putting in a brand new one,” said Colbrese.
What’s more, EMS trusts Timken to assist with competitors’ bearings. “We don’t expect them to work miracles, but if it’s rebuildable, Timken will give it their best effort to repair that bearing and return it to us. We’re confident that we can expect a good service life out of it. Rebuilding someone else’s bearing – that’s something other bearing manufacturers wouldn’t even consider doing,” noted Colbrese.
QUALITY PRODUCTS
True in any industry, quality products and services play a crucial role in delivering exceptional results. Equipment Maintenance Service is no exception. Not only do they insist on internal quality checks and service, but they, in turn, expect the same from their suppliers and business partners. EMS has found such reliability with Timken.
“We feel a true sense of security from Timken because they have quality control from the very start all the way to the finished product,” Colbrese shared. “They make the steel that makes the bearings, they build everything in house, and nothing’s out-sourced, from the rollers, cages or repairs. To me, that is a complete bearing company and that’s what impressive about Timken.”
“Secondly, they offer a wide range of application. Their product line is not limited to one specific product that will only cover limited applications,” said Colbrese.
“These are the things Timken brings to the table for us,” added Colbrese. “Especially with the mining and power generation division, they are able to bring a lot of technology and technical help to us if we need it, when we need it.”
LOYALTY
Forming the right business relationship takes time and trust. For more than 18 years, EMS has utilized Timken products and services for a variety of business needs.
“I’m a little biased,” admitted Colbrese. “I have yet to have a need that they provide where I didn’t get an immediate response.”
“We’ve built and maintained a trust level with them that is a two-way street,” he added. “They’ve provided us with a lot of opportunities to take advantage of the training they offer and the availability of their products. We’ve reciprocated by taking advantage of those opportunities and by using their products.”
“Timken people believe in their product and they believe in their company, and they are willing to go the extra mile to get the job done. The trust level grows because they haven’t let us down and that trust level is important,” concluded Colbrese.