How Chevrolet Technicians Use Video Calls To Solve Problems
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General Motors and Chevrolet have implemented a new technique for diagnosing and fixing complex problems at its service centers in Thailand.
Dubbed “Tech Eyes”, the technology enables Chevrolet Thailand technicians to teleconference with GM engineers using a headset, microphone and camera. This allows the engineers to easily identify what is wrong with the vehicle and walk the technician through the proper steps to fix it. It is also used for more complicated maintenance jobs, such as new engine pre lube work, which requires specific steps to ensure the engine lasts and is reliable.
Tech Eyes is extremely useful when trying to diagnose hard-to-detect problems on a vehicle, such as those related to electrical wiring and engine control modules.
The engineer on the other side of the screen is located at GM Thailand’s Technical Assistance Center and has access to a number of tools that help them diagnose issues, such as vibration and sound measuring programs, among more.
“Tech Eyes is a quicker, more efficient and effective process compared to how it was done in the past when technicians didn’t have eyes-on support from TAC engineers and had to rely on text-based communication in GM system or phone calls to troubleshoot repair problems,” said aftersales director at Chevrolet Thailand, Worapan Phunman. “Tech Eyes enables our service technicians to complete repairs faster for our customers convenience and satisfaction.”
This year, Chevy plans to upgrade all of its Tech Eyes equipment with new flexible snake cameras, which will allow the technician to give the engineer on the other side of the screen a better look at hard to see places. These cameras will also be used during test drives in vehicles equipped with 4G LTE Wi Fi hotspots, allowing the technician to show the engineer any noise or vibration issues the car may be experiencing.
Chevrolet Thailand says Tech Eye is part of the automaker’s “Complete Care” commitment and helps to provide a positive ownership experience for Chevy customers in the country. It’s not clear if GM US wants to implement this technology, or if it finds it necessary.
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I for one would love to see this in the us.
Anything that could help the tech on the customers behalf should be a go, within GM.
In my opinion