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Vanguard Provides Customers With Comprehensive Global Support

Wed March 15, 2017 - National Edition
Construction Equipment Guide

Briggs & Stratton Commercial Power enhances job site productivity through its global support network, which includes more than 40,000 highly-trained dealers in 100 countries. With advanced training and technical support, comprehensive online resources, on-time delivery of competitively priced parts and fast online warranty processing, Briggs & Stratton Commercial Power offers the most extensive service and support network of any commercial engine manufacturer.

“Global Support is a dedicated business unit within Briggs & Stratton,” said Andrew Ewig, assistant marketing manager – global support, Briggs & Stratton Corporation. “This underscores our focus and commitment to the customer. We know that the engine is only the beginning.”

“Everything the global support team does is focused on helping our dealers better serve their Vanguard customers,” said Jim Cross, marketing manager, Briggs & Stratton Commercial Power. “To make this happen, dealers need quick access to quality replacement parts, comprehensive training and information and resources to help their customers be successful.”

To ensure the best technicians are available to assist customers, Briggs & Stratton Commercial Power provides extensive training for dealers and service technicians at 11 global education centers, as well as online through its dedicated dealer website, the Power Portal. Each year from October through April, the company conducts a comprehensive training program that updates technicians on new products and procedures.

In addition these annual updates, specialized classes cover fuel injection, carburetor and governance troubleshooting, advanced electrical troubleshooting and engine problem analysis. When all is said and done, Briggs & Stratton trains more than 6,000 technicians annually.

The Vanguard EFI training is unlike any other in the industry, using a live training board for hands-on experience. The program incorporates 16 exercises and about six hours of hands-on work. Additionally, a service manual is included that provides easy-to-follow charts with full color images and wiring diagrams for EFI systems.

All training sessions conclude with a comprehensive test to determine the technician's competency. The highest level of training for any technician is the Briggs & Stratton Master Service Technician. To achieve this, the technician must take a test with more than 300 questions that takes an average of five hours to complete.

Service training programs are supplemented with detailed online technical support through the Briggs & Stratton Power Portal. The most comprehensive, free technical resource in the industry, the Power Portal includes a multitude of resources to aid dealers in providing top-notch service to Vanguard customers. These resources include online training modules as well as manuals, parts lists, service manuals and a library with hundreds of videos that cover everything from service tips and training to step-by-step instructions on repowering equipment. All videos and charts are searchable by engine or product/application. Dealers can contribute to the portal with repower projects they have completed.

To further simplify troubleshooting for end-users, all engines are equipped with a Power Code, a QR code on the engine that directs the user to engine-specific tips and maintenance information. The user simply scans the barcode with a smart phone equipped with a code reader for quick access to content. For further assistance, U.S. residents can call to speak to trained technicians from 8 a.m. to 8 p.m. EST.

To complement its service training, part of the Global Support Team is dedicated to its “Right Part. Right Price.” initiative. These analysts consistently benchmark the prices of more than 50,000 Vanguard parts against will-fit and other OEM pricing to ensure customers can quickly buy the highest quality parts at the best price. This ensures reliable performance for customers and keeps engines within warranty guidelines.

Vanguard rounds out its support program with an industry-leading global three-year limited commercial warranty*. A dedicated warranty team focused on commercial engines works with each dealer on a case-by-case basis to evaluate warranty issues. All claims can be submitted online 24/7, and 95 percent of claims are processed within 48 hours and submitted for payment within one week.

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