4-HOUR RESPONSE GUARANTEED

Is your lift truck in need of immediate repair?

From now on, this number is all you’ll need 1-866-SCMH-CAT.

Whenever you have a breakdown or an emergency repair call SCMH and mention you’re placing a UTG (UpTime Guaranteed) repair order and our field supervisors will schedule to deploy a technician to your location within four hours. If we do not get there within this four hour window, your first hour of labor is free. As long as you place the request regular workdays, (Monday through Friday excluding holidays) that allows us to dispatch a technician within 7:30 AM to 4:00 PM, we can guarantee we will get to you to get started on your lift truck repairs.

For instance, on Tuesday, John called Field Supervisor Ruben for an unknown leak on his Mitsubishi FBC15N at around 9:30 AM. Ruben deployed technician Pat. “John only had a small fleet and he crucially relies on each piece of equipment for his operations. While downtime is an issue, the safety of his operators come first. That’s when he called us.” Ruben shared. By 11:15 AM Pat was on site at John’s facility, conducted his evaluation and got started on repairs.

On Friday, Field Supervisor Liz gets a call from Jane at 2:45 PM. Jane’s having problems with her Hyster and her operators are unable to get it started. “It was 2:45 PM on Friday, our technicians were fully booked and the four-hour window will not be applicable as it stretches to 6:45 PM.” Liz then offered Jane two options:

1. Get a technician to Jane’s warehouse by 6:45 PM that Friday, with applicable overtime charges.
2. Get a technician to Jane’s warehouse within the first four working hours on Monday morning.

Both options will be covered under the SCMH 4-Hour response time guarantee. If we don’t get to Jane’s warehouse by Friday 6:45 PM Friday, or by 11:30 AM the following Monday, the first hour of labor is free. Whichever way Jane decides to go, SCMH will guarantee her company’s uptime.

Liz opens the order with Jane completely happy with both options presented. “Jane’s warehouse closes at 5:00 PM too and they don’t work on the weekends. She chose to have SCMH send a technician first thing Monday morning, alleviating overtime charges, at the same time, she was happy that we had her order situated the earliest possible time.”

SCMH also offers a breakdown prevention option under its planned maintenance uptime guaranteed (PM UTG). Consult our parts and service sales representatives today and explore the many ways SCMH can guarantee your uptime.

Disclaimer: The field supervisors in this article are real SCMH employees. The customers’ names are fictitious and the situations are merely inspired by real customer calls.

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Mara Gaborro

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12393 Slauson Ave
Whittier, CA 90606
(562) 949-1000

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9430 Topanga Canyon Blvd. Suite 108
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(818) 349-1220