The hidden force behind your forklifts

A day in the life of a lift truck service engineer

A modern forklift is a strong and reliable piece of equipment, vital to keeping the flow of goods as fluid as possible. However, these ultra-efficient tools do rely on humans. First, the driver, whose skills have an enormous influence on the output. Second, the service engineer, who makes sure your trucks keep on performing. To gain an insight into that essential support work, Gian Schiava talks to two technicians from the Cat® lift truck dealer network.

We are proud to present to you:

“The back-up we get from the Cat® parts organisation, with its high full-line, first-pick rate, is also very reassuring.”

Nicola Vassalli

Could you describe your daily responsibilities?

Mohammad (M): My responsibilities encompass generating service quotations, conducting training and commissioning sessions for new trucks, managing both scheduled and unscheduled service tasks, and troubleshooting when needed.

Nicola (N): As a third-level specialised worker with over 30 years of experience, I take care of the maintenance and repair of forklifts for Bo Lift Trucks Srl in Bologna.

Tell us a little bit about your employer and its service organisation

M: Our company is well known for supplying machines and equipment, but we are also really strong in providing top-notch service and maintenance. Our service organisation has a highly skilled team of engineers and technicians, dedicated to keeping your trucks in tip-top shape. We offer routine maintenance, repairs, and even emergency breakdown assistance.

N: You could say our company specialises in the sale, assistance, maintenance and rental of forklifts and also a broad range of other machinery. We have a regional focus, but we also benefit from belonging to the multinational Aprolis Group.

What does your working day look like?

M: Well, it usually starts with a cup of coffee to get me ready for the day ahead. Once I arrive at the office, I check my schedule and prioritise the tasks. Throughout the day, there is a great variety of work to be done. This includes routine check-ups on forklifts, diagnosing and troubleshooting, and making necessary repairs. I also conduct inspections to ensure the forklifts comply with safety standards.

Sometimes, I have to go out on service calls to customer sites. This could involve fixing a breakdown or carrying out on-site repairs. It’s always important to be responsive and efficient when addressing customer needs. Overall, my day is filled with hands-on work, problem-solving, and providing service to our customers. It’s rewarding to know that I’m helping to keep businesses running smoothly with well-maintained forklifts.

At the end of the day, I wrap up any pending tasks, update records, and prepare for the next day’s assignments. It’s crucial to maintain accurate documentation.

N: My working day starts early, as I live about 50 kilometres away from the office. To ensure maximum efficiency, and to be punctual in our service towards our customers, you can find me out there from 8:00 in the morning, focused on the maintenance and repair of machinery. After the first stop, I continue towards other customers all over the Emilia-Romagna region or even parts of the Veneto. We have a one-hour lunch break and finish around 5:00 pm, if everything is completed.

What are the most enjoyable parts of your job?

M: There are so many enjoyable parts of my job as a forklift service engineer! One of the best things is the satisfaction of fixing a problem and getting a forklift back up and running. It’s like solving a puzzle and seeing the results of my work in action. I also love the variety in my day, from performing TA1s (Technical Analysis) to troubleshooting different issues. Plus, I get to interact with different people and build relationships with them. It’s always rewarding to provide excellent service and see the positive impact it has on their operations. Overall, I just really enjoy being hands-on, problem-solving, and making a difference.

N: One of the most rewarding aspects of my profession is the direct contact we have with customers and the satisfaction we get from solving their problems. Luckily, we have well-equipped service vans with all the necessary genuine parts to be able to fix each problem immediately. In the rare cases when we cannot, we can rely on Cat® Lift Trucks to have the missing part the next day.

What do you need to do your job done well?

M: To do my job well, there are a few key things I need. First and foremost is a solid set of technical skills and knowledge. That’s crucial. We rely heavily on our factory training and on good documentation. Both are essential to effectively diagnosing and repairing forklifts. Additionally, having a problem-solving mentality is always very helpful.

Having the right tools is also essential. From diagnostic equipment to specialised measuring, adjusting and servicing devices, they enable me to carry out maintenance and repairs efficiently. Good teamwork is another vital aspect. Collaborating with my colleagues and sharing knowledge helps us all to improve and to deliver a better service.

Lastly, having reliable back-up and support is important. That includes technical support from the manufacturer, assistance from my team, and being able to rely on the availability of resources like genuine parts. These factors ensure that I can provide the best service possible. Overall, I’d say a combination of skills, tools, teamwork and support helps me to excel in my role.

N: To be able to perform at my best, I need the backing of an optimal work organisation, efficient information sharing and close collaboration with all my colleagues. It’s essential that I can rely on that support. The back-up we get from the Cat parts organisation, with its high full-line, first-pick rate, is also very reassuring.

Now for some fun facts. Tell us about a weird or peculiar situation that you have been in.

M: Picture this: I was called to this warehouse for a power pallet truck repair job, right? When I got there, I noticed something really strange. The truck was moving, without an operator controlling it, like it had a mind of its own! Its wiring harness was in perfect condition, but it turned out that the customer had randomly pressed a button and launched a motor test mode which was causing it to go haywire. It was like a wild ride trying to catch up with that truck and fix the issue. Definitely one of the weirdest and most peculiar situations I’ve been in.

N: The strangest situation I’ve encountered was when I got locked inside the customer’s premises during working hours, as all the employees had been called to a gathering outside the company headquarters. After several phone calls I managed to get out.

Finally, what are your favourite activities at work or outside?

M: In quieter periods, I like to build on my knowledge further by being trained on the latest forklifts, learning about their new options and features, and sharing knowledge with colleagues so we can learn from each other.

N: Outside of work, I dedicate time to my family and my hobbies, such as cycling and sea fishing.