Repair Department Internal Procedures

Repair Department Internal Procedures

By Todd Campau
April 7, 2015
Business Development Manager Jennifer Padgett noted in a February Article that Tolteq LLC, (Tolteq) has seen a surge in maintenance and refurbishment of customers’ existing fleets. That’s understandable since capital expenditures across the industry have decreased significantly. What may not be so straightforward is what happens to your tool string when it comes back for extensive maintenance or repairs. Want to know more? Keep reading.

Our Repair Department knows that you’re concerned about turnaround and the negative impact down time has on your operation. The Tolteq Repairs Team shop has formal procedures by which we track and service your equipment. Whether it’s investigating a failure, maintenance or refurbishment, part replacement or an update, our Technicians follow internal procedures and ISO guidelines to ensure accountability and the highest attention-to-detail to fix and return your product as quickly as possible.

repairsHere’s how it works:
1. You (the customer) have a tool that needs servicing. Go to our RMA Form and submit an online RMA request. Once submitted, an email will be sent to the address you provided, verifying your submission. You can then box up the tool and ship to Tolteq. (NOTE: It is helpful to print and include the email confirmation with the tool.)

2. Your equipment arrives at the Shipping & Receiving Department where it’s tagged and logged into our tracking system. The in-house tracking system helps the Repair Team monitor your tool from arrival to shipment. Then your tool goes into the repair queue, and your customer folder is updated.

3. Tolteq subscribes to the FIFO method – First In First Out, so when your product is next in line, a Repair Technician claims your tool and begins the evaluation process. Now the fun begins!

4. Techs begin evaluating and testing where they attempt to recreate the issue you encountered. They start by downloading the data, if applicable, from the tool and might begin some preliminary repairs if necessary to get to the root cause of the problem. Being Data Driven is one of our Company Pillars, so extracting the data is one of our first priorities.

If it’s a complex, difficult problem the techs might contact you to get more information on how the problem occurred. The Technicians can also leverage our cadre of software/firmware or mechanical engineers and Product Support Team for assistance. After all, the downhole environment can vary from well to well and there are many variables to consider. During this phase the Repair Shop combines all testing/evaluation data into a “traveler” for the customer. (A traveler is the paperwork associated with your equipment.)

5. At the end of the day, the repair team compares notes on all issues/resolutions associated with your tool, this is known as the Root Cause discussion. The Root Cause Discussion is our daily collaborative effort to not only solve your specific issue, but also gain and share best practices which are applied to similar situations with tool repairs in the future. During this meeting, team members consider potential additional testing to address a particular troublesome issue or share their experiences of successful approaches.

6. The Repair Supervisor or Lead Repair Tech reviews and verifies all preliminary testing, issues and the suggested repairs for your tool as a final check before passing the information onto you.

7. If your product is under warranty Tolteq begins work immediately. If not, the Repair Admin creates and sends a Quote for your approval, including the Repair Technician’s Evaluation Information detailing what we found and the associated cost of repair. We also check to ensure the required parts are in stock, need to be produced by our Production Team or ordered. Once you have approved the Quote, the work order to complete your repair with appropriate parts is issued.

8. Next, the Tech repairs and thoroughly tests your equipment.

9. Now Quality Control conducts final testing and verification then validates the process is complete.

10. Finally, Shipping boxes up your tool and returns it with accompanying paperwork.

This snapshot should give you better insight on the manner in which our Repair shop addresses and resolves the issues affecting your Tolteq products. Tolteq understands that you want your fleet up and 100% operational as soon as possible. It’s our mission to make that happen.

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