Cheng Bingxiang is a member from overseas service team of Lovol. He has nearly 10 years of work experience in after-sales service since July 2007. Though not that talkative, he likes reading in his spare time, or standing and studying beside a tractor or harvester for most of the day with drawings in his hands.
With years of rich maintenance experience, Cheng Bingxiang has mastered a “unique skill”: he can identify the fault of the machine by observing and listening to the tractor or harvester as it passes by. In the eyes of the dealers from Southeast Asia, he is a well-known “sweet pastry” that they all ask him to offer service in the peak season every year.
In this year’s busy rice harvest season of Southeast Asia, again he was engaged in rice harvester field maintenance services in Myanmar. Being exposed to the brilliant sunshine, high temperature and humid climate every day, his work suit is always wet after dry and wet again, with sweat patches on the back.
Once, Mr. Cheng received a repair call from a user reflecting that his newly bought Lovol rice harvester could not thresh very well. Mr. Cheng hurried to the paddy field after over two hours drive. The user Angshan said, “You are finally here. Please check out why my harvester could not thresh very well. It was still normal in yesterday’s harvesting. Did I adjust the wrong place?” In fact, Angshan was a green hand, and his newly bought Lovol rice harvester had just worked for less than two days. So he had little experience in maintenance and adjustment. He did not know how to make it when faced with any problem.
“Don’t worry, my friend, have a cigarette, and let me see.” Mr. Cheng gave a cigarette from China to this “rookie”, and then took maintenance tools from the service car. While expertly adjusting the fan air intake, he said to Angshan: “It was very sunny and dry yesterday, and the rice has little water, so the air intake could be smaller. But today is cloudy and moist, and rice contains much water, in this case the air intake needs to be larger appropriately.” For a little while, the harvester had been adjusted, and Angshan was very satisfied with the harvest effect after trying it.
Before Cheng left, Angshan held his hands tightly and said: “Thank you, Mr. Cheng! It seems to rain today, and I planned to hurry up to finish harvesting and go back home. Without your timely repair, it would be impossible for me to finish harvesting. The rice would be soaked in water, resulting great loss.” Mr. Cheng smiled and said humbly: “You're welcome, it is my job. You can call our service hotline in case of any problem at any time, and I promise my timely arrival.”
On his way back, Mr. Cheng received another repair call, and then headed to the next service destination. It was already late than 2:00 a.m. after Cheng finished a whole day’s maintenance work and returned to the dealers’ service center. “In this busy rice reaping season, it is not rare for me to work into late midnight everyday like this. Though tired, I felt very happy and had a sense of achievement when I saw users’ satisfactory smile. The users bought our products because they trust the brand and service of Lovol. We must keep our credit and avoid customers losing trust on us.” Mr. Cheng said humbly.