Two engineers joined the JIAXIN service team this month. Both come from refrigeration backgrounds rather than from machinery sales, which is the profile that works for this kind of equipment.
The training path
Four months, in three stages.
The first month is in the test bay, alongside the commissioning team. New engineers do not go to a customer site before they have run vacuum decay tests, mapped a shelf and sat through a full cycle with a load in the chamber.
The second month covers controls: recipe structure, trend reading, sensor calibration, and the recovery procedures for a power event or a controller fault.
The third and fourth months are supervised site work, starting with remote commissioning sessions and moving to installations with an experienced engineer present.
What they will cover
Southeast Asia and Northern Europe, alongside the engineers already in those regions. The practical effect for customers is shorter travel time to site and more capacity for remote sessions, which is where most faults are actually resolved.
Why this matters more than it sounds
A freeze dryer is a refrigeration machine with a vacuum system and a control layer. Most field problems sit in one of those three, and the diagnosis requires reading a trend rather than swapping a part.
A team that has only seen the machine on a drawing diagnoses by replacement. A team that has run one diagnoses by evidence. The difference shows up in the parts bill and in how many days the customer is down.
What customers can expect
Response times are unchanged at 24 hours for acknowledgement and 48 hours for a first technical response. What changes is the number of engineers available for the second step, and the travel distance for a site visit in the two regions.
Records
Each engineer is assessed against a written and practical standard before being assigned to customer sites independently, and the result is recorded with a re-certification date. Customers can request the training record of the engineer assigned to their machine.
A note on coverage
We are not claiming 24-hour on-site attendance worldwide. What we commit to is remote diagnosis within two working days and a site visit scheduled against the actual fault, not against a queue. Customers should plan for that when they choose between remote and on-site commissioning.
