Fleet Management
The Hidden Work Behind Forklifts
Modern forklifts are powerful and reliable machines, essential for keeping goods flowing as smoothly as possible. But these highly efficient machines depend on people. First, on the operators, whose skills have an enormous impact on performance. Second, on the service engineers who make sure the trucks keep performing. To gain an insight into this fundamentally supportive work, we take the example of two technicians from the Cat® Lift Trucks network: Mohammad Hashem Ayesh, an electrical power engineer at the Jordan Tractor and Equipment Company, and Nicola Vassalli, a field technician at the Bologna branch of the Italian dealer CGM.
How they would describe their daily tasks
Mohammad (M): My duties include preparing service quotations, handling correct-operation training and commissioning for new trucks, managing planned and unplanned service tasks, and troubleshooting when necessary.
Nicola (N): As a third-level skilled technician with more than 30 years of experience, I maintain and repair forklifts at Bo Lift Trucks Srl in Bologna.
Asked about their employer and the service organisation, they replied as follows
M: Our company is well known for supplying machinery and equipment, but one of our great strengths is also providing excellent service and maintenance. Our service organisation has a team of highly trained engineers and technicians who are committed to keeping your forklifts in peak condition. We offer routine maintenance, repairs and even emergency breakdown assistance.
N: You could say that our company specialises in the sale, support, maintenance and rental of forklifts, as well as a wide range of other machinery. We have a regional focus, but we also benefit from being part of the multinational Aprolis group.
On what an average working day looks like, they said the following
M: Well, it usually starts with a cup of coffee to get ready for the day ahead. As soon as I arrive at the office, I check my schedule and prioritise my tasks. There are many different kinds of work to do during the day. These include routine forklift inspections, diagnostics and troubleshooting, and carrying out any necessary repairs. I also carry out checks to make sure the trucks comply with safety regulations.
Sometimes I have to go out on service calls or to customers' sites. This may involve fixing a breakdown or carrying out repairs on site. It is always important to be fast and efficient in meeting customers' needs. All in all, my day is filled with hands-on work, problem-solving and serving our customers. It feels good to know that I am helping businesses run smoothly with well-maintained forklifts.
At the end of the day, I finish any outstanding tasks, update the records and prepare for the next day's tasks. Keeping accurate documentation is very important.
N: My working day starts early, as I live about 50 kilometres from the office. To ensure maximum efficiency and punctual service for our customers, I am already out from 8:00 in the morning, focusing on maintaining and repairing machines. After the first stop, I move on to other customers in the Emilia-Romagna region or even parts of Veneto. We take a one-hour lunch break and finish at around 17:00 once everything is done.
We also found out what they consider the most enjoyable part of their work
M: There are so many enjoyable parts to my work as a forklift service engineer! One of the best things is the satisfaction of fixing a problem and getting a truck back into working order. It's like solving a puzzle and seeing the results of my work in practice. I also love the variety in my day: anything can happen, from carrying out TA1s (technical analyses) to troubleshooting all kinds of problems. On top of that, I get to interact with different people and build relationships with them. It is always rewarding to provide excellent service and see the positive impact it has on their operations. Overall, I really enjoy the hands-on work, the problem-solving and being able to make a positive difference.
N: One of the most rewarding aspects of my job is the direct contact with customers and the satisfaction that comes from solving their problems. Fortunately, we have well-equipped service vans carrying all the necessary genuine parts, so we can solve any problem straight away. In the rare cases when we can't, we can count on Cat® Lift Trucks to have the missing part with us the next day.
We also asked what they need to do their job properly and well
M: To do my job well, I need a few key things. First and foremost, solid technical skills and knowledge. That is crucial. We rely heavily on our factory training and good documentation. Both are essential for diagnosing and repairing forklifts effectively. A problem-solving mindset is also always very useful.
Having the right tools is also fundamental. From diagnostic equipment to specialised measuring, adjustment and service tools, they allow maintenance and repairs to be carried out efficiently. Good teamwork is another essential aspect. Working with my colleagues and sharing knowledge helps us all to develop and provide a better service.
Finally, reliable back-up and support are important. This includes technical support from the manufacturer, help from my team, and being able to count on the availability of resources such as genuine parts. These factors ensure that I can provide the best possible service. All in all, I would say that the combination of skills, tools, teamwork and support helps me to perform outstandingly in my work.
N: To perform at my best, I need optimal work organisation, efficient information exchange and close cooperation with my colleagues. It is essential that I can count on that support. The support we receive from the Cat parts organisation, with its high complete first-pick fill rate, is also very reassuring.
Out of interest, we asked whether they had had any special or strange experiences in their work:
M: Picture this: I was called to a warehouse for a repair job on an electric forklift. When I got there, I noticed something very strange. The truck was moving without an operator, as if it were running by itself! The wiring harness was in perfect condition, but it turned out that the customer had accidentally pressed a button and started a motor test mode, which caused the truck to malfunction and set off on its own. It was like a wild adventure as we tried to catch up with the truck and fix the fault. Definitely one of the strangest and most unusual situations I have ever been in.
N: The strangest situation I have come across was when I was locked in at a customer's site during working hours, because all the employees had been called to a meeting away from the company's premises. After several phone calls, I managed to get out.
At Niketrans, we also have an excellent service network with nationwide coverage, so you can always get the fastest and highest-quality help possible. Choose Cat® forklifts too!
The article can be read in its original language at the link below:
https://eurekapub.eu/fleet-management
