November 2015
Service Technician
Bakersfield, CA
Employee and Customer Pillars: Creating a lasting customer experience; develop meaningful relationships
Wilson Rosales is the bond that kept a large oil and gas customer loyal to Valin while supplying valuable technical knowledge to a primary supplier who seemed stumped by a programming error on a product they supplied. Wilson began servicing actuators for the customer beginning October 2014 due to several complaints. It was not until the first quarter of 2015 and several failed attempts to fix the issue, it was discovered that approximately 500 actuators were shipped directly from the manufacturer with incorrect programming. Valin installed the actuators for the customer, but the supplier needed to correct their faulty software error. Wilson worked closely with two engineers from the vendor and was instrumental in helping to solve the programming issues. Wilson stepped in again to help the manufacturer's technician who had limited knowledge of the product and did not have an established relationship with the customer.
Wilson continues to work with the customer to locate and fix each installed actuator. Repairing each one includes the shutdown of wells, control board replacement and complete recalibration of each actuator. Then, per the customer’s internal processes, the wells are restarted, and the actuators tested before leaving the site. Wilson can complete 4-5 change-outs a day. Most technicians would be overwhelmed by the daunting task of having to repair so many actuators. The repair work is ongoing due to the large quantity and the time to repair each actuator. Wilson’s relationship with the customer and the supplier is the true reason this warranty project will be a total success.
