Service Support
During the operating life of the equipment Clarke Energy maintain the generators with fully comprehensive operation, maintenance, repair and overhaul contracts including remote monitoring and guaranteed availability.
Service Management
With overall responsibility to the Service Director, Regional Service Managers and Technical Managers ensure the day-to-day service operations are managed to best effect. The goal is to achieve the highest possible availability of all equipment under contract. Each day, dedicated operational personnel are on hand to schedule service operations and to monitor the performance of the equipment under contract to ensure reliable, trouble free operation.
Field Service Engineers
A dedicated team of engineers are field based, working in geographical groups responsible for specific sites, to ensure familiarisation with the installation whilst ensuring flexibility when a fast response and back up is required. The service vans carry parts and equipment to maximize a first time fix on any unscheduled call out. All equipment under a service contract is fitted with a common alarm auto-dialler, which dials the service department and also the service engineer who is on call. The engineer can then dial into the units control system to interrogate the fault condition and restart the engine, if it is possible, or travel to site to rectify a fault. This simple means of communication ensures that Clarke Energy is able to quickly respond, even during out of office hours. In most cases a 4-hour callout response is guaranteed.
Workshop Facilities
Within the UK a dedicated team of fully qualified engine overhaul experts operate in a purpose design workshop, complete with all the amenities to undertake overhauling engines in the 300kW to 10MW range. The workshop is equipped with overhead cranes, parts washing equipment, machine tools and specialised apparatus to facilitate the full rebuild of an engine.
Technical Support
Clarke Energy have recognised the need for providing a “Help line” for our engineers and customers alike. Whenever assistance is required help is only a phone call away. Clarke Energy has a dedicated Technical Support team available either at head office for phone, fax and e-mail support, or on-site if a particular problem warrants it. This high standard of support is vital to the smooth running of operations.
Training
It is recognised that in servicing the customer’s sites, specific training will be required. Regular staff assessments will be carried out, training needs identified and training courses programmed utilising outside sources where required.
National Service Support
Clarke Energy is involved with many large companies where we supply equipment and services on a national basis. We have a dedicated National Service Coordinator dealing with such contracts, and utilising a sophisticated Clarke Energy Service Management Computer system, we control and monitor their operation. This includes such areas as the monitoring of breakdowns, breakdown frequency, repetitive problems, planned maintenance scheduling, parts utilisation and contract costs.
Customer Interface
At inception of a project we establish regular dialogue through meetings to suit the customer’s needs. This ensures smooth running and avoids problems through effective communication. Clarke Energy believes these meetings help to eradicate problems at an early stage, whilst fostering improved communications and relationships between all parties. We encourage such meetings and welcome the opportunity to participate in them.