No More Waiting: The Ultimate Technical Backbone of SANY’s Service System

In the world of construction machinery, equipment is the customer’s tool of trade—and service engineers are the guardians who keep these steel giants sound. As top technical experts dedicated to specific product lines, they are the core force of SANY’s global service system.

On a daily basis, they provide strong technical backup for service teams worldwide. And when major failures or highly complex technical challenges arise—beyond the capabilities of local teams—they become the “Fly-in technical experts,” crossing borders to reach customer job sites anywhere in the world, delivering ultimate technical support with deep expertise.

Peng Jiang and Ma Hongqi are outstanding representatives of this elite group of technical specialists. Every mission they undertake is a challenge to technical limits—and the highest expression of SANY’s service commitment.

A Call Answered, A Mission Underway

In February 2025, Ma Hongqi, a service engineer from SANY Heavy Truck, had just completed training and returned to China. Gifts for his family were already packed in his luggage when an urgent call came in from Indonesia: a customer’s vehicle was down, and operations had come to a complete halt. For a service engineer, a customer’s urgency is the highest priority. Without hesitation, Ma canceled his ticket home and boarded the first available flight to Palembang, Indonesia.

Upon arrival, he immediately joined R&D colleagues on site. What they faced was not just a fault repair, but a real test of the product’s adaptability under extremely harsh operating conditions. Through systematic and precise troubleshooting, the team quickly resolved a battery electrolyte leakage issue. But Ma looked beyond the immediate fix. How could such a problem be prevented from happening again?

An emergency repair then evolved into a forward-looking technical upgrade. Working closely with the team, Ma optimized the entire battery frame design, fundamentally improving reliability and durability—creating long-term value that exceeded customer expectations.

Ma knows that sustainable, localized service capability is the true foundation of customer confidence. Since the beginning of 2025, he has organized more than 20 professional training sessions in Thailand and other countries, cultivating over a hundred qualified local service engineers. By sharing his deep technical expertise and systematic troubleshooting logic, he empowers local teams—ensuring customers receive professional support even when he is not on site.

A Journey Made, A Crisis Resolved

In May, at a critical construction project in Mississippi, USA, a SANY concrete pump suddenly shut down. By the time the alert reached SANY America’s service department in Wisconsin, it was already the morning of May 12. The customer was under immense pressure—every minute of delay meant potential economic loss.

With no direct flights available, the journey ahead for service engineer Peng Jiang from SANY was destined to be a demanding one. During a nonstop, 24-hour trip, he used every moment in transit to analyze the issue remotely based on customer feedback, preparing repair plans and necessary parts in advance.

At 7:00 a.m. on May 13, Peng arrived on site—on time and ready. He went straight to work. Professionalism, at that moment, translated into pure efficiency. In just 15 minutes, he accurately identified and eliminated the fault. The pump truck roared back to life as concrete began flowing smoothly once again. Relief washed over the customer, who exclaimed: “I didn’t expect it to take only 15 minutes to fix! So professional and efficient!”

Yet Peng’s service did not end with the repair. He proactively provided on-site training for the customer’s maintenance team, sharing knowledge on electrical and hydraulic systems as well as daily maintenance best practices.

This mission—spanning three states and countless hours—did more than resolve a crisis. It built deep customer trust through exceptional technical response and directly led to new purchasing intentions. From Ma Hongqi’s systematic problem-solving and commitment to empowering others, to Peng Jiang’s speed, precision, and accountability, they embody one shared SANY service standard: professionalism as the engine, responsibility as the compass. Wherever the deepest technical challenges arise, they are always there—ensuring that every customer investment keeps running, delivering lasting value with No More Waiting.