On March 9, 2024, Shi Song, a technician from SENFENG, arrived at a French airport and, together with a local agent, went to a customer’s factory to begin the installation of 2 new machines ordered, namely, SF6020GT 6kW series laser pipe bevel cutting machine (together with automatic loading & unloading devices) and SF3015H series fiber laser cutting machine.

Given heavy workload of this task, which involved machines, components and devices, as well as complex procedures, Shi encountered many issues. These included difficulties in connecting to the main power supply on site, a lack of air compressor and dial gauge, alarm issues with water chiller’s electrical phase sequence, laser expiration alarm, unsatisfactory beveling results for square pipes, cutting slag and the need to replace auxiliary gases. Shi contacted the relevant manufacturers for multiple times to discuss solutions and reported the on-site situation in detail to the customer while providing feasible solutions until a consensus was reached.

To ensure the customer quickly mastered operating steps of machines, technical training was essential. During and after the installation, Shi conducted multiple training for on-site workers, covering power-on and power-off order, how to operate control software and use pallet racks (in automatic and manual modes, how to retrieve pipes after pausing, etc.), and how to perform regular maintenance. He also checked the workers’ understanding and had them perform on-site demonstrations.

Shi’s trip lasted over 1 month. Although the process was fraught with challenges, all issues were ultimately resolved. On the day Shi left, the customer began its production and achieved the desired results in pipe beveling, tube loading & unloading and sheet cutting. Shi remarked, “we always encounter problems at work, but customer’s trust and selfless support from my colleagues enable me to solve these issues. Nevertheless, I have learned a lot, incl. how to communicate with customers and manufacturers, and how to quickly resolve such real-world problems.”