Foreword
From the water towns of the Jiangnan region to the western frontier of the Gobi Desert, our service spans thousands of kilometers, all to safeguard the stable operation of every piece of transmission equipment. In September, NGC's "Thousand-Mile Service Journey" team greeted the morning light in Xinjiang to visit Xinfa Group's Xinjiang Kexin Chemical New Materials Co., Ltd. (hereinafter referred to as " Xinfa Kexin"). With their professional expertise and attentive service, NGC injected a "booster shot" into the efficient operation of the client's production equipment, continuing a new chapter of in-depth cooperation between the two parties.
NGC's Service Tenet: Responsive, Effective, Satisfactory
"The transmission equipment on our production lines operates 24 hours a day without interruption. We place great importance on the status of our equipment. This time, your proactive on-site service demonstrates a customer-centric service philosophy and has been a tremendous help to us!" The General Manager in charge of production at Xinfa Kexin expressed his satisfaction when meeting the service team.
Upon arrival, the NGC service engineers prioritized in-depth discussions with the client's equipment management team, covering topics ranging from the daily operating parameters of the equipment to any recent subtle abnormal feedback and the client's specific needs for maintenance. The engineers meticulously documented all the details through thorough questioning to establish a complete "health profile" of the equipment. Then, equipped with professional testing devices, the team conducted a "comprehensive checkup" of the gearboxes in the workshops.
Next to a large hydrogen fluoride rotary kiln, the engineers first measured the temperature of the gearbox housing and bearings, confirming that it was within the normal range. Then, they collected vibration values from multiple points on the input and output shafts, comparing the data to identify any potential gear abnormalities or bearing wear. "The oil supply pressure on this gearbox is slightly low and should be adjusted a little. Also, the filter needs to be cleaned regularly in the future." The engineer explained the testing data to the client's management personnel while instructing on-site inspectors to increase routine oil pressure inspections. NGC shared the company's professional knowledge with the client's team without reservation.
In addition to equipment testing and maintenance, the service team also provided "one-on-one" Q&A sessions for the client's operators. "What are the key indicators to focus on during daily gearbox inspections?" "Do lubrication cycles need to be adjusted for different seasons?" Faced with practical questions from the client, the engineers offered specific and actionable suggestions based on the equipment characteristics and the environmental conditions in Xinjiang, which are characterized by significant temperature variations. They also made an on-site commitment: "For any subsequent technical issues, you can contact the NGC service hotline at any time. We will respond within 4 hours and arrive within 24 hours (in the Xinjiang region)."
After two busy days, the service team completed the inspection and maintenance of the transmission equipment, issuing an "Equipment Health Report" as a scientific basis for the client's future equipment management. "In the past, we could only contact the manufacturer after actual equipment problems arose. Now, NGC is able to conduct proactive preventive maintenance, not only helping us avoid failures and risks but also teaching us many useful techniques for daily maintenance. This is exactly the kind of hands-on support we need." Xinfa Kexin's Production Head spoke very highly of the service team.
As the NGC service team embarked on their return journey, the sunset cast a golden hue over the Gobi Desert. This "Thousand-Mile Service Journey" was not only about the implementation of technical services but also a vivid example of NGC's "customer-centric" philosophy. From product design and manufacturing to after-sales service, NGC has always prioritized customer needs, safeguarding the production stability of every client with a meticulous service offering. In the future, NGC will continue delving deeper into even more industries and customer sites, pursuing win-win cooperation with clients through professionalism and sincerity.