June 28, 2013
Did you ever work with a field service engineer who was just plain awesome...someone who always went above and beyond to ensure your success? If so, you have probably asked yourself ''what would I do without them? ' Sadly, that hypothetical question, all too often, becomes reality.
For any number of reasons (some good, some not so good) people are transient. As the old saying goes, no one is truly irreplaceable, so the best protection vendors can provide for their customers is to ensure that more common procedures are documented. For example, irrespective of who is doing the work, a preventative maintenance procedure should always be the same. Each step, every tool, replacement part, lubrication or adjustment should be captured in a document that can be used to cross train FSE's so that your instruments always receive consistent maintenance.
Whether you are working with a new FSE to support a new install, or existing instrument don't hesitate to ask to see the procedure they will be following. Most vendors won't share all the details, but many will let you have a glance and most will provide checklist that highlights the work to be done.
If a vendor cannot produce documents for common procedures (like a PM). before they commence their work you should be concerned. I'm not saying that you are about to be mis-treated, however how can you be certain that the requisite work will be accomplished if there is no guideline? You wouldn't conduct an assay without a documented procedure and you shouldn't allow anyone to work on your instruments without one either.
If they can't show you 'the book', then throw the book at them!