Some technical problems are straightforward to diagnose. Others require patience and a willingness to look beyond the obvious. For John Brown, lead technical support specialist of Merlo America, finding those answers is what makes his job rewarding.
“I enjoy taking on a challenging technical issue and approaching it from a different perspective, shares Brown. "I like working through the possibilities, figuring out what's actually happening and working to find a solution."
When Merlo America's team was established in 2023, Brown was selected as one of its original four members, bringing more than a decade of experience working with Merlo machinery and a strong understanding of its products to the role from day one. Over the past three years, Brown has become an important source of technical expertise for Merlo America's growing dealer network, serving as a go-to expert when dealers need help getting to the bottom of a difficult machine issue.
Learning Something New Every Day
Brown emphasizes that understanding how a machine works starts with understanding what happens when something goes wrong. He takes a hands-on approach to diagnosis, investigating faults and recreating the conditions in which they occur to find the root cause.
“There is always something new to learn, and that's one of the things I enjoy about my work," said Brown. "The best way for me to understand a machine is to get hands-on with it, take things apart if I need to and try to recreate the problem. Once you can see what's happening for yourself, you're in a much better position to understand the cause and find the right solution.”
That commitment to keep learning is valuable when supporting Merlo America's growing dealer network.
Breaking Down Problems to Build Solutions
Getting the diagnosis right is just as important as finding the fix.
“I always start by trying to understand exactly what the machine is doing and when the problem happens," continued Brown. "You need to be sure you're looking at the right issue before you can diagnose it properly. From there, it's about working through the possibilities until you can identify the cause. I won't always have the answer straight away, but I'm pretty good at finding a way to get there,” he says.
When an issue cannot be resolved over the phone, Brown travels from the company's Rock Hill headquarters to dealerships to investigate firsthand and find a solution.
Empowering Future Leaders to Look for Their Own Solutions
Another key part of Brown's role is supporting his fellow technicians in South Carolina. When a colleague encounters a difficult problem, he suggests where to look next and encourages them to work through the diagnosis themselves. If a machine-down situation requires immediate intervention, he can step in directly. Otherwise, his preferred approach is to help colleagues develop the skills to solve similar problems independently.
“Rather than just giving someone the answer, I'll tell them where I would look next and let them work through that part of the diagnosis themselves," said Brown. "I think it's more important for people to understand how to find the answer, because then they can use that knowledge the next time they come across a similar problem."
In 'John's Area', Everything Has a Purpose
One particular corner of Merlo America's headquarters offers a glimpse into Brown's practical approach. Known as 'John's Area', it is where he keeps the tools and useful equipment he has collected over the years.
“As you build your experience, you collect tools and bits of equipment that turn out to be useful in different situations, especially when you're trying to work out an unusual problem," said Brown. "I like having everything together and knowing where to find it, because when you're diagnosing something, you don't want to waste time searching for what you need."
A People-First Approach to Problem-Solving
Ultimately, Brown's satisfaction comes from helping dealers and customers get to the bottom of a difficult problem and knowing they have someone to turn to when they need support. Whether he is guiding a technician through a diagnosis, helping a colleague develop their skills or travelling to a dealership to investigate a machine firsthand, Brown brings the same determination to finding a way forward, no matter what he is working on.
For the dealers and customers who rely on that support, knowing there is someone willing to work through the problem alongside them can make all the difference. And for someone who enjoys a challenge and helping others, it is a pretty good way to spend a working week.
