Machine Down to Machine Fixed: How LGMG Approaches Service Support

Why fixing the machine is only part of the service call 

By helping technicians strengthen their diagnostic skills and better understand the equipment they service, LGMG North America aims to solve today’s issue while preparing customers for the next one. 

In the rental industry, equipment issues need to be resolved quickly so machines can return to the field and support the next job. Effective product support, however, means more than just providing a quick answer. At LGMG North America, the goal is to help technicians identify and resolve the immediate issue while building the knowledge and confidence to troubleshoot similar problems in the future. 

That approach reflects the realities of the mobile elevating work platform (MEWP) and telehandler rental business, where equipment availability and rapid turnaround are critical. While getting a machine back in service is always the priority, a technician who replaces a part without understanding why the problem occurred may not be able to diagnose a similar issue the next time.

“The rental world is extremely fast paced,” said Jason Sczepanski, product support manager for key accounts at LGMG North America. “Rental companies track equipment very closely between what is ready to rent, what is short-term down and what becomes long-term down. Once a machine sits too long, the pressure starts building on everybody involved.” 

Good troubleshooting starts with good information 

One of the biggest challenges in remote product support is that the LGMG technician cannot see the machine. The diagnosis depends on information coming from the technician in the field, including fault codes, voltage or sensor readings and a clear description of what the machine is doing. 

That information can narrow the problem quickly when it is accurate. If the wrong reading is taken or a diagnostic step is missed, however, troubleshooting can move in the wrong direction. 

Sczepanski compares the process to a doctor trying to diagnose a patient over the phone. The doctor can ask questions and explain what to check, but the diagnosis still depends on whether the information coming back is correct. 

“I’m not there to see whether the tool is being used correctly,” Sczepanski said. “I can explain the process, but then I have to base everything I do on the information I’m given.” 

That makes basic diagnostic skills especially important. Knowing that a machine has generated a fault code is only the starting point. A technician may also need to know where to take a measurement, what tool to use and what the expected operating range should be. 

Teaching the process, not just providing the answer 

Because of that, LGMG North America’s support team may spend additional time walking a customer technician through the troubleshooting process instead of simply identifying a likely component. That can include helping technicians use a multimeter correctly, read a schematic or understand which measurements matter for a particular fault. The immediate goal is to solve the problem, but the longer-term benefit is a technician who can provide better information the next time an issue comes up. 

“We’ll spend a few hours with somebody if that is what it takes to help them understand how to use their meter and what information we need,” Sczepanski said. “Then, when they call us again, we can get much further much faster.” 

That kind of support is becoming more important as MEWPs incorporate more sensors, electronics and computer-controlled systems. The machines may still be mechanically straightforward in many ways, but diagnosing a problem increasingly requires technicians to understand what the electronic systems are telling them. 

Sczepanski expects that trend to continue. As equipment becomes more sophisticated, access to good technical information and stronger diagnostic skills will become even more important for rental service teams. 

Knowing when remote support is not enough 

Not every problem can be solved over the phone. When remote troubleshooting does not identify the cause, LGMG North America can escalate the issue and provide field support. 

Being next to the machine allows the team to verify measurements, observe machine behavior and work directly with the customer’s technicians. That can also reveal when a problem that seemed complicated remotely is actually relatively simple. 

Sczepanski described one case in which a machine had been the subject of repeated troubleshooting discussions before he inspected it in person. The issue ultimately turned out to be a relay. 

“Instead of treating that as a failure, we used it as a training opportunity and went back through what should have been checked,” he said. 

That approach reflects the role LGMG North America sees for product support. Rental companies already have their own technicians, maintenance processes and service priorities. The manufacturer’s job is not to replace that expertise, but to supplement it when additional product knowledge or diagnostic support is needed. 

Combining training with hands-on experience 

Formal training is another part of that support. LGMG North America provides model-specific training to help customer technicians understand the machines they service and the systems they are expected to maintain. 

The learning process does not stop when the class ends. Real service issues give technicians a chance to apply that knowledge by checking a sensor, reading a schematic, tracing a fault code or working through a problem in a logical sequence. 

Over time, those experiences help technicians build stronger diagnostic skills and greater confidence when addressing future service issues. For rental companies, that can translate into more effective troubleshooting and repair. For LGMG North America, it extends the value of its support beyond the immediate service call, helping customers get the most from their equipment throughout its lifecycle.