Yeah but their only so much they can do ( level 10) there alot that goes wrong on alot of equipment that's level 20 and up and requires support assets who have the special tools and know-how.
Remember having dead linking a mortar track one time. Told the LT it was dead lined and what for and he stared going into his guys. I basically told him he didn't know what he was talking about but you had to have my MOS to have the training to know what was going on and how to fix it. He wasn't very happy had to get my E-7 who basically told him the same in much much more color language before flipping him the bird and walking off.
you can cross train them so that they know how to inform the mechanic of what is wrong
if you run into a lack of equipment , tools or specific knowledge you can at least know when you have to escalate.
training my equipment users of what signs to watch for and maintenance to run , stuff we can document well and they can easily send us the reports when there is something in question
some users don't even have the vocabulary report the issue , I hate conversations like this
user : it broke !
Support: what is broke ?
for sake of less typing repeat that 3-4 times
support : ok , what exactly can you not do that you would normally do?
User: an explanation of a routine task
Support: asks questions to determine what piece of equipment they are using to complete these tasks.
Support: then starts stepping through the exact procedure they use with them to deturmine at what point the error happens
VS a call where the equipment operator is able to communicate to their issue and provide relative information
User : I am getting an Error E64 when performing the xyz operation with the abc product rev 4 , here are my base line reports for the last 3 days while it was functioning .
If the issue is exactly the same who do you think gets a working system back first the one where your pulling teeth to get a strait description of the Issue or the one who can only say it's broke and you have to start testing everything to see what they might be talking about.
they say your doctor bases what your diagnosis is largely from what you say in the first 2-3 minutes in the office , may confirm it with a test or two then prescribe a treatment.
you get better care if you can accurately describe the issue with out confusing it with other things.
same goes for talking to your mechanic , tech , support
