On April 12, the DCT team alerted its local nexAir Territory Manager that one of the Millermatic® XR™ Pro Guns had experienced a motor failure, rendering it out of service. Typically, a replacement gun would be ordered as soon as possible. However, this specific model had been discontinued and was only available through special order, with an estimated lead time of four weeks – time that Diamond City could not lose. The lengthy interruption presented a serious challenge and demanded a quick, efficient solution. A DCT team member expressed, “We were very concerned to learn that the gun was not in production anymore. We are incredibly grateful to our Territory Manager who went the extra mile to get this gun back in service so our workflow could continue.”
Recognizing the urgency, the nexAir Territory Manager immediately drove two hours to retrieve the damaged gun from DCT’s facility. He determined that three parts of the gun needed replacement – the switch, motor, and potentiometer. In collaboration with the Miller Electric team, he arranged for the necessary parts to be overnighted. That weekend, the Territory Manager repaired the gun himself and returned it to DCT fully operational the following Tuesday. He shared, “Partnership with our customers is very important to the nexAir team. When DCT faced this crisis, we knew we had to act fast. With the help of our friends at Miller, we were able to rebuild the gun and get them back up and running in no time. Quick thinking is simply what we do at nexAir.”
By repairing the equipment instead of replacing it, the company saved thousands on hardware costs and labor expenses. The rapid response time also prevented manufacturing shutdown for Diamond City Trailers, maintaining the company’s dependable reputation with its customers.
