NGS support,

I&M Engines
TPM
 Aaron McGrath Bob Monk
Technical Manager Technical Engineer
Technical Support - Aftersales Technical Support - Aftersales

NGS support
I&M Engines
TPM
Agenda

1. NGS Support
2. Troubleshooting flow
3. Escalation flow
4. Field Quality
5. I&M Engines
NGS support
TPM
Breakdowns

Lead-time

Quantity
Scania Assistance reporting - NGS
Scania Assistance reporting - NGS

Real time notification &

intervention

Daily Reporting

Follow up & monitoring

of cases
Scania Assistance reporting - NGS
Engineer callout - NGS support
VORs today

FRAS DRCA Priority 1 cases

600+ VOR cases per year
the tip of the iceberg

Scania Assistance
Local breakdowns
Workshop drive-ins
Defects found during
maintenance
Parts availability
Accident damage
Speed up VOR handling
Troubleshooting flow
TPM
Technical Helpdesk Scania Dealer

I wish he
would just tell
me what will
fix this truck
Troubleshooting flow
Troubleshooting flow

50:50

Ask the Audience

Phone a friend
Troubleshooting flow

Narrow down the problem

Logical steps
Process of elimination
Ask colleagues for advice
Similar cases at same workshop
Brainstorm ideas with colleagues
Phone a colleague at another workshop
Phone a fellow Escalation Technician
Ring Technical Support
Troubleshooting flow
Technical
Workshop GTS
Support
Suggest further tests Suggest further tests
Basic Diagnostics
Verify results of tests Verify results of tests
WSM
Check related cases Check related cases
TIs & TMIs
Advanced diagnostics Advanced Tools

COL meeting COL meeting

Technicians
HD Engineers HD Engineers
Master Technicians
FQ Engineers FQ Engineers
Workshop Manager
Technical Instructors R&D

Regional Escalation Sales Engineering R&D

Technician
Parts Technical System owners
Technical Support GTS Designers
 1

Case submitted by Workshop

 1 2

Initial advice from Technical Support

 1 2 3

Workshop check the basics & submit data

 1 2 3 4

Analyse the data & formulate next steps

 1 2 3 4 5

Further tests at Workshop & results added to case

 1 2 3 4 5 6

Possible solution communicated to workshop

 1 2 3 4 5 6 7

Repair carried out & problem solved

 1 2 3 4 5 6 7 8

Vehicle tested and fault free

 1 2 3 4 5 6 7 8 9

Tea & medals

Escalation flow
TPM
How do we approach a problem?
Understand the problem!

It starts with the first contact

Ask questions

Interview the driver

Check service history

Replicate the problem
Do your homework
Make an Action Plan
Always check the Basics

Difficulty Starting
Fuel in tank

Fuel sample

Filters replaced
System bled

Low Pressure
 Workshop Diagnostic/investigation time
12 hours High complexity
> Intermittent fault
> Gearbox internal fault
> Engine internal fault
> Vibration / Driver comfort
> Performance issues
WS Dealer Workshop
8 hours Medium complexity
> Electrical fault 4 hours Low complexity
> Emissions fault
> Basic troubleshooting
> Fuel Fault
> Warning light
> Engine misfire
> Fault code
> Engine smoking
> Component fault
> Minor system faults
Ask for help!

01530 241 309 option 2 - VOR line

LTS Local Technical Support

Raise a DRCA case

Priority 1 - DRCA case

Escalation Technician Locations

U.K. wide coverage

27 Technicians

SGB group &

Independents

1 Escalation Technician
Escalation Technician Locations
Region Depot
East Boston
East Grimsby
East Sheffield
Grahams Carlisle
Haydock Haydock
Haydock Widnes
Keltruck Droitwich
Keltruck Nottingham
Keltruck West Brom
North Darlington
North Leeds
North Washington
Roadtrucks Omagh
Scotland Bellshill
Scotland Bellshill
South East Heathrow
South East Heathrow
South East Purfleet
South West Avonmouth
South West Bridgewater
South West Fareham
South West Redruth
South West Swindon
Truckeast Northampton
Truckeast Stowmarket

1 Escalation Technician WPT

WPT
Knighton
Middleton
 Technical Engineer visit

Travels to Workshop/vehicle

Works alongside Technician

Liaises with Technical Support

2 Technical Engineer
 Escalation to Sweden

Screen share

Discuss cases

View live video stream

3 GTS / FQ / R&D
Tiered Escalation

WS Dealer Workshop

LTS Local Technical Support

1 Escalation Technician

2 Technical Engineer

3 GTS / FQ / R&D
Technical Escalation process

WS Dealer Workshop

LTS Local Technical Support

1 Escalation Technician

2 Technical Engineer

3 GTS / FQ / R&D
 Escalation responsibilities

Problem Customer

WS Dealer Workshop WS Service Advisor

LTS Local Technical Support WS General Manager

1 Escalation Technician 1 Regional Support Manager

2 Technical Engineer 2 Regional Director

3 GTS / FQ / R&D 3 Aftersales Director

 Escalation Agreement
Technician available to assist
Workshop space available
Special Tools (list of required tools for case)
Parts required (VOR / Type 11)
Test Trailer available
Road test route
Technician has appropriate driving licence
VCI3 available & tested remotely
Case ownership transferred to Technical Support
De-brief & lessons learned
Field Quality
TPM
Improve Vehicle Quality?

Report product
deviations to factory
via FRAS

Continuous Product Improvement

Improve Vehicle Quality?

Failure Report
Tooling
TPM
Workshop tooling

Diagnostic
laptop

VCI3

USB key

SDP3
 VCI3

Current Status

Mandatory Point 6.11. The workshop

should have the capability to connect
a vehicle to the Technical Centre and
Factory using a VCI3.

Obstacles

Secure Wi-Fi (Independents?)

VCI3 not available to Workshop
VCI3 not configured
VCI3

Ring Technical Support for help!

01530 241 309 option 2

I&M Engines
TPM
 FQIT 238624 : Adblue Pump
Problem description: Part description:
Corrosion on valve in AdBlue pump before Reductant pump
engine is taken into use
Part n:
Product solution: 2182737
Production procedure updated at sub supplier.
All pumps are dried with hot air after test run.
More information available in FQ238624.
The improved pumps are marked PD but
the part number has not been changed.

Service solution:
Compressed air into suction nipple
 FQIT 263615 : NOx sensor
Problem description: Part description:
NOx sensor down- and upstream, various NOx sensor
fault codes. Part n:
2294290
Product solution: 2294291
Root cause analysis still ongoing 2296800
2296801
Service solution:
Exchange the sensor and report back to
Scania via FRAS
 FQIT259008 Actuator Exh. brake and EGR
Problem description: Part description:
Multiple fault codes for exhaust brake and/or Actuator Exh. brake and EGR, incl. assys
EGR actuator- engine warning lamp is where this is mounted
activated. After changing actuator the fault
codes appears again. Worn down link arm on
exhaust brake/ EGR.
Part n:
2146129 (Actuator Exhaust brake)
2146130 (Actuator EGR)
Product solution:
STA: Parts in stock/production: Actuators
updated to the latest actuator software.
LTA: New parts p/n with new actuator
software.

Service solution:
If physical part of exhaust brake or EGR is
damaged- change the part. If the engine
"only" gets multiple fault codes- wait with
replacing part until this FQ is solved. Parts
with the new software for the actuators will be
introduced.
 FQIT 196345- Exhaust Brake Actuator High Temp.

Problem description: Part description:

With certain installations: problems with the air Mounting kit
flow around the exhaust brake actuator being Part n:
insufficient to keep the temperature below the
alarm limit for fault code 5129 2430619

Product solution:
New EMS software with different alarm limits
and other cooling strategy. Water cooling kit.
Service solution:
Update EMS software + Cooling kit, pn
2430619, if needed
Market measure:
TC 15 02 05
 FQIT 197748: DI16M cracked thermostat
Problem description: Part description:
Cracked thermostat due to high pulsation in Thermostat DI16M
coolant system Part n:
1916620
Product solution:
New slide thermostat introduced
New part number 2387515

Service solution:
Change to new slide thermostat

Market measure:
RA 15 02 16. We have had some issues with
the new thermostat, which now has been
sorted.
RNLI 13 litre engine with 49 hours
 FQIT 207641: DI16M leaking coolant
Problem description: Part description:
Chafing between steel pipe and Flange pipe
flange causing O-ring to wear fast
and start leaking. Part n:
1899349

Product solution:
Change of material from aluminum
to cast iron.
New part number, 2360704
introduced in production.

Service solution:
None
 FQIT 223378: Worn shaft on EGR actuator
Problem description: Part description:
Bearing on EGR actuator shaft is worn EGR actuator
down, creating play in shaft
Part n:
1872128
Product solution:
STA :
New actuator with improved fitting in the
bearing. Introduction approx. week 51 2016.
LTA:
A new actuator with more robust linkage and a
new fastening. Preliminary introduction June
2017.

Also working on a new software for actuator

calibration.
Service solution:
None.
 FQIT 218815: Charge air intake hose
Clamps coming loose
Problem description: Part description:
Charge air intake hose coming loose due to Charge air intake hose
movement in the charge air system.
Part n:
1823695
Product solution:
Making the hose longer so it will not slip out
from the hose clamp.
New part number, 2537279

Service solution:
None