OEM Workforce Mobilization for Field Service Support

Situation
Our client, a packaging OEM serving multiple end customers in the Food & Beverage industry, urgently required skilled field service technicians. The rising demand for their specialized equipment exceeded the capacity of their current full-time staff. To meet client needs, they sought temporary technical support for preventative maintenance, installations, and emergency response services.

Solution
Oxford quickly assembled a team of technicians with applicable years of field service experience to immediately support our client’s demand. Our client leveraged their internal training programs, enabling the Oxford team to seamlessly integrate into their team. This training familiarized our team with our client’s specific equipment, allowing us to be field-ready within weeks. To ensure success, the client paired our team with existing senior technicians through a partner system, enabling collaborative work at our OEM’s end client’s facilities.

The Oxford team was able to:

• Oversee all required engineering qualification tests
• Maintain compliance with all outside parties involved
• Develop and test devices for improvement
• Recommend design changes, cost reductions, warranty improvements, and manufacturing issues
• Perform and analyze tests to track results and make improvements
• Perform root cause analysis and work towards resolutions
• Write product specifications, document test results, prepare product operating instructions, and review technical literature
• Participate in test runs and multiple field installations

Result
Within three months, our technician team advanced their internal training, enhancing their capabilities to provide independent services on specific machines at customer sites. Working alongside the client, we identified a new opportunity to assist with controls and automation, while also providing two mechanically focused consultants for daily production support at an existing facility. The OEM client expressed satisfaction with our performance and will continue to leverage Oxford to support other clients and parts of the process to meet increased demand for their field services.