Behind the Screens, Across the World: The Story of SANY’s Remote Expert Li Zenghui

Amid the wave of globalization, SANY is shining brightly on the world stage with the power of “SANY Smart Manufacturing.” Behind this success stands an invisible yet formidable team of service engineers. Guided by the belief of “exceeding customer expectations” and anchored by the mission of “Quality Changes the World,” they bridge distances and cultures with professionalism, dedication, and warmth—writing the global chapter of SANY’s service story. Among them, Mr. Li Zenghui stands out as one of the most exceptional.

Since joining SANY Heavy Machinery’s overseas technical support team in 2023, Li has made “keeping machines running” his daily mission. He knows well that after-sales service is not only about technical support but also about building trust—the cornerstone of SANY’s reputation. In May 2025, he joined the Overseas Remote Expert Consultation Team, becoming a “remote troubleshooter”. So far, he has participated in 28 support cases, achieving 100% response within 10 minutes and a 100% problem resolution rate, earning widespread praise from customers around the world with his precision and professionalism.

On September 15, 2025, an SY550 machine in a Kazakhstan mining site experienced an unexpected engine noise. Concerned that continued operation might cause severe damage—and with a scheduled blast countdown already underway—the on-site engineers turned to SANY’s Overseas Remote Expert Consultation Center for help after multiple failed attempts. Within one minute, Li responded, quickly diagnosing the issue through detailed questioning and live video observation. Step by step, he guided the team to carry out the repair remotely, ensuring the machine resumed operation safely before the blasting operation. His timely response not only prevented potential losses but also earned deep trust from the customer.

From real-time guidance behind the screen to seamless responses across time zones, Li Zenghui and his colleagues demonstrate SANY’s global commitment through their technical excellence and service efficiency — ensuring that every customer experiences No More Waiting. In every corner of the world, these “guardians of uptime” uphold SANY’s dual pride of Smart Manufacturing and Exceptional Service with professionalism and dedication, delivering the reliable strength of SANY that customers everywhere can depend on.