• 2/18/2020
  • By Doosan Infracore North America LLC
A service technician examines the engine compartment of a Doosan wheel loader.

Field service is meant to get your machines running and operators back to work as quickly as possible. Your Doosan dealer knows downtime eats into your bottom line.

There are a few steps you can take to help make sure your field service calls are as productive as possible. But before we get into those steps, perhaps the most important thing you can do right now is to download the DoosanCONNECT® app to your mobile device.

The DoosanCONNECT Telematics and Equipment Monitoring System is a powerful diagnostic tool for your Doosan equipment. Access DoosanCONNECT telematics with your purchase of any new eligible Doosan equipment.

The easy-to-use app (or go to doosanconnect.com) provides up-to-date information about how your equipment is being operated, like engine coolant temperature, oil pressure and idle time. Most importantly for servicing, you can see when your machine triggers a fault code, and what that fault code means.

Having access to the information available in DoosanCONNECT telematics can help you decide when it’s time to call your dealer for field service. This brings us to the first tip for cutting field service associated downtime:

1. Know your internal escalation process

A machine triggers a fault code: what happens next?

Consider having separate processes depending on the severity of the fault code. For example, if a filter needs to be replaced, perhaps that’s something the operator can do in the field without calling your in-house mechanic. But if the operator receives a more serious fault code, maybe they should be calling that mechanic right away. Having a strategy in place will help you get the right people to the right places when they’re needed.


2. If possible, move the machine and determine the exact location.

This is a simple tip that will save your field service tech time. If possible, and if the tech advises, move your machine away from a busy jobsite, and determine exact directions to the machine for your field service tech. Your field service tech needs to find you in a safe place to work, and you want to keep work on your site moving.


3. Use DoosanCONNECT telematics to help minimize downtime

The intelligence available on the DoosanCONNECT app can be used to not only diagnose a machine, but to help you meet preventive maintenance intervals and diagnose operator error. You can use this information to proactively care for your equipment and help prevent future field service calls.

[1] DoosanCONNECT Telematics is currently available for Doosan ADTs, crawler excavators greater than 10 metric tons, log loaders, material handlers, wheel excavators and wheel loaders.