Equipment Fixed in One Trip Saves Time and Money

Remote service technology is paving the way for faster repairs.

Rachel Wallace

Published: Mar 15, 2024

Unplanned downtime: It’s our mortal enemy. And when it happens, the last thing any of us want is to spend unnecessary time waiting for the equipment to be repaired.

Remote Service technology is one way your dealer can make diagnosis and repairs faster, no matter where you’re located.

Cutting-Edge Technology for Technicians

Traditionally, the field service process has looked like this: Your dealer technician drives to your work site with the tools and parts they think they’ll need based on the initial description of the problem. They run diagnostics on your equipment to confirm the issue – only to realize it’s actually a different issue, and they may not have the parts or tools to fix it right away.

Now, Remote Service technology allows your technician to diagnose the issue before driving to your site so they can be better prepared to repair it in one trip.

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Two key components of Remote Service include:

Remote Troubleshoot (RT) allows dealer technicians to run diagnostic testing on your connected equipment from anywhere in the world, pinpointing potential issues while it’s in operation.

Remote Flash (RF) allows your dealer to update your equipment remotely with the latest software so it can operate at optimum performance levels.

Enabling First-Time Fix

So, what does this look like in real life?

Let’s say landscaping customer Mike Smith is operating his D6 Dozer when a fault code pops up on the monitor in the cab. Mike calls his Cat® dealer, who quickly assigns Tim, the technician, to investigate and repair the equipment. Mike’s D6 is Remote Service capable, so Tim initiates an RT session from the dealership while the dozer continues to work.

Tim connects to the equipment using RT and finds the fault code description along with a list of related electronic control modules and pre-populated data. He selects the parameters he'd like to view and then asks the operator to perform actions to pinpoint the issue. Tim then determines the parts and tools he needs to take to the jobsite to fix the equipment in one visit.

During the RT session, Tim also noticed the D6 had out-of-date software and initiated the download via RF. While Tim drives to the site, a dealer technical communicator works with Mike to initiate the flash so that the software is up to date when Tim arrives, reducing the work Tim must complete on site.

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Are You Ready to Go Remote?

Many current Cat equipment models are built with Remote Service technology at the factory. If your equipment doesn’t have that capability, your dealer may be able to install it.

Call your dealer today to see if your machine is already remote capable or how you can get it activated.

Cat Technology Solutions

Whether you’re looking to add technology to your current machine, or want new ways to get more value out of the technology on your equipment, we have options for you.

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