For enterprises, service is the cornerstone of reputation. Over two decades of deep cultivation in the intelligent equipment sector, Puhler adheres to the customer-centric service philosophy, continuously earning trust and recognition from clients and building solid, long-term partnerships.
Behind all positive feedback lies the consistent dedication of every Puhler team member. Today, let us take a closer look at their daily work and hear their stories.
His mobile phone is online 24/7 to respond to clients anytime, anywhere. From equipment installation and commissioning, emergency breakdown repair, technical consultation to operational training, he always adheres to the core principle of "rapid response, efficient resolution". Serving on the frontline, he puts the customer-centric service philosophy into every detail. This is Guo Chonghua, After-Sales Service Manager of Puhler Nano.
It was 11 p.m., and Guo Chonghua was about to finish work when his phone suddenly buzzed with an urgent client message: the raw material grinding line at a veterinary drug production base in Belarus was malfunctioning with fluctuating equipment parameters, which would disrupt production the next day.
Without hesitation, he immediately initiated a video call and opened Puhler’s remote service system. On the screen, workshop operators waited anxiously. While pulling up real-time operational data of the equipment, Guo Chonghua guided them through troubleshooting step by step remotely.
"First check the pressure reading of the feeding system... That’s right, then inspect the rotational speed of the grinding wheel."
Forty minutes later, the root cause was identified: fluctuations in material solid content triggered parameter deviations. Guo Chonghua sent over the adjusted parameter set, and the equipment returned to stable operation.
"It’s back to normal now!" A relieved voice came from the other end of the line. Guo Chonghua closed his laptop and rubbed his tired eyes. Such round-the-clock emergency responses have long become part of his daily routine.
01. “24/7 on call — It’s the bare minimum”
“My phone stays powered on round the clock. Whenever clients reach out, I must respond without delay,” says Guo Chonghua casually. “This is the basic standard for after-sales service.”
A mechanical maintenance major, Guo joined Puhler back in 2017 and started his career as an assembly technician. Eight years on, he has transitioned from the assembly workshop to frontline after-sales support, now serving as After-Sales Manager of Puhler Nano, overseeing equipment installation, commissioning and post-operation maintenance.
His job responsibilities have evolved, yet his commitment to being reachable anytime remains unchanged.
His travel schedule is packed all year round. Business trips last anywhere from three to five days, or as long as two to three months. “My family has long gotten used to it,” he says with a smile.
Behind this routine lie countless missed family dinners and last-minute departures on holidays with no time to bid farewell.
2.0 Client Sent Praise Half a Month Ahead of Schedule
Guo Chonghua still clearly remembers a landmark project back in 2019.
That year, Puhler took part in a large-scale LFP (lithium iron phosphate) production line project for a leading domestic power battery materials manufacturer. As a high-profile sector project, the client imposed an extremely tight mass production timeline.
"The project brought immense pressure. Two equipment suppliers worked on-site simultaneously, both racing against time," Guo Chonghua recalls. He and his team devoted themselves fully to the site: calibrating equipment by day and sorting operational data by night. All emerging issues were discussed and resolved on the spot, with overtime work becoming the norm.
In the end, Puhler’s team finished full equipment installation and commissioning, launching stable production well ahead of the client’s target schedule. More impressively, they completed the project more than half a month earlier than the competing supplier on the same site.
"The client sent us a formal thank-you letter and awarded us the Best Supplier Award," Guo Chonghua says calmly yet with unmistakable pride in his eyes. "At that moment, all our hard work felt completely worthwhile."
03. "Rapid Response & Efficient Resolution — Not Merely a Slogan"
From Guo Chonghua’s perspective, after-sales service covers far more than simply repairing equipment. The eight-word principle he always bears in mind — "Rapid Response & Efficient Resolution" — stands as the core service tenet of Puhler.
Equipped with sophisticated, comprehensive databases and a remote service platform, Puhler delivers fast, effective troubleshooting for equipment issues raised by domestic and global clients. Most malfunctions can be diagnosed and resolved remotely without on-site engineer attendance, drastically cutting customer production downtime.
"Compared with competitors, Puhler’s equipment features advanced structural design, simplified assembly and faster, easier maintenance," Guo Chonghua states. "This forms our core competitive edge."
04. Service Never Stops as Production Runs
Right after resolving issues from the previous project, Guo Chonghua’s phone rings again. It is a technical inquiry sent by a client producing lithium iron phosphate materials.
This encapsulates the reality of field service engineers: there is no strict "off-work hour". As long as the client’s equipment keeps running, our service never pauses.
Over eight years, Guo Chonghua has grown from an assembly worker to After-Sales Manager, progressing from equipment manufacturing and on-site troubleshooting to overall service management. What remains unchanged is his commitment to round-the-clock support and his sense of accountability to treat every client’s demand as his own.
“Clients choose Puhler out of trust, and we must live up to it.”
He quickly packs his luggage and sets off for another project site. Another touching after-sales story of Puhler is unfolding.
