Tang Jing is an after-sales service engineer at Beijing Sany Intelligent Manufacturing's Yu-Jin Branch, mainly responsible for pile driver service in Taiyuan, Changzhi, and Jincheng in Shanxi Province. Having worked in Shanxi for nearly 11 years, he has a comprehensive understanding of local customers. Over time, he feels that customers are more like family and friends; he might see a customer several times a month, while he may not see his own family as often. As a frontline service person, he deeply understands what customers think, what they urgently need, and what they require, and he has always strived to exceed customer expectations.

　　Responding to Urgent Customer Needs, Service First

　　In late April 2020, an SR150 machine of Shanxi Zhengshangjie Trading Co., Ltd. malfunctioned. The customer called saying that during construction, the equipment suddenly leaked hydraulic oil severely, and due to the old equipment and dense hydraulic pipelines, the leak point could not be found. The construction schedule was tight and they were anxious.

　　As the pandemic persisted, Tang Jing immediately put on protective gear, brought the necessary tools, and headed to the customer's site. After testing the machine, he found the leak was located in the middle of the main valve. The SR150 main valve has intricate and dense pipelines, and the old equipment was covered in oil. The service person dove in and spent two hours inside; when the problem was solved, the customer smiled with satisfaction. A month later, another customer's SR155 main winch reducer was damaged and stuck. The construction was at Taiyuan Steel Mill, and the customer called saying that due to the pandemic, the steel mill had strict controls, outsiders were strictly prohibited from entering, and the parts needed to be transported to the steel mill and replaced and installed within one day, and the steel mill required them to leave before 12 PM. Tang Jing arrived at the steel mill gate early in the morning with tools. After three or four hours of negotiation, he was finally allowed in. Without a moment's delay, he immediately identified the problem, contacted for parts, and simultaneously removed the faulty reducer. He urgently arranged for the new part to be shipped. At 1 PM, the new reducer arrived at the steel mill gate, and after another round of strict inspection, it was finally delivered to the equipment location around 4 or 5 PM. The service person immediately began installation, racing against time without daring to waste a minute. The workers changed shifts, but he continued working. The customer said, "Let's eat first," but he said, "Let's fix it quickly, I can hold on." Eventually, because he had not eaten dinner, he suddenly felt palpitations and sat on the ground. At that moment, the customer brought him a boxed meal and said, "Bro, thanks for your hard work, please make do with this."


　　The customer's boss walked to the machine and saw Tang Jing sitting on the ground eating a boxed meal while still directing the repair work. The boss smiled, and he smiled too. Finally, around 11 PM, the equipment was fully installed and debugged, and they contacted someone to arrange for him to be escorted out of the steel mill, getting out just before midnight. Driving back to the office and lying in bed close to 1 AM, he slept peacefully. The whole day felt like fighting a battle; any problem in any step would have prevented completion on schedule.

　　Sany's strong service system provides a powerful guarantee for promptly resolving customer faults, with first-class service technology, first-class parts supply, and first-class service attitude. The customer expressed great satisfaction with Sany's service, saying that choosing Sany gives them peace of mind, confidence, and comfort.


　　In fact, such situations are everywhere in their work; this is just a small snippet shared with everyone. They believe that as long as they gain customer recognition, all efforts are worthwhile. Tang Jing recalled that he has a long-time customer who, no matter where he goes, always thinks of him first when equipment problems occur or when buying parts. Many customers have been away from his jurisdiction for years but still keep in touch, whether chatting or consulting about equipment failures, and he considers this a form of recognition.

　　Chairman Liang once said, "Exhaust all means to push service to the utmost," and they have always been working hard toward that.