Delivering a Strong Onsite Team | The Automation Journey скачать в хорошем качестве

Delivering a Strong Onsite Team | The Automation Journey

What does it really take to run a high-performing on-site maintenance team for warehouse automation and keep it strong over time? In this episode of The Automation Journey, host Marissa Dierlam (Head of Marketing, TGW North America) sits down with Mario Sousa (Head of Onsite Services, TGW) and Darwin Vasquez (Site Engineering Manager, TGW) to break down the realities of on-site support: building the right culture, earning customer trust, onboarding and training technicians, and shifting from “putting out fires” to proactive maintenance. You’ll hear practical insights on what separates a good on-site program from a fragile one and why having true system experts on hand can protect uptime, safety, and long-term performance. Chapters 00:50 - Guest introductions (Mario + Darwin) 01:23 - Guest automation journeys: how they got into the field 03:57 - What an on-site team actually does (beyond maintenance) 06:51 - On-site vs. remote/field service: what’s different 09:00 - Do you always need an on-site team? 10:20 - Starting an on-site team from scratch (timeline + onboarding) 12:29 - Daily challenges: culture, customer relationship, buy-in 14:59 - Firefighting vs. planned maintenance (and getting proactive) 17:13 - Morale & culture: avoiding knowledge hoarding, safe space to fail 22:05 - Why DIY maintenance is harder than it looks (risk + downtime) 24:08 - Hiring traits that matter most 26:07 - Onboarding best practices: OJT, mentorship, and network support 27:46 - 30/60/90 onboarding program + reverse assessments 30:35 - Real on-site stories: troubleshooting under pressure 33:42 - Real-world disruptions: forklift impacts, water events, outages 35:37 - Biggest wins: uptime, standardization, and people growth 38:32 - Final takeaway: there’s a solution for every on-site need