Global Coordination and Rapid Response: TRUKING Technology’s Comprehensive Service System

 Ensuring Rapid and Effective Responses Worldwide

For Pravin Panchal, an engineer at TRUKING Technology’s India office, the upcoming technical exchange and equipment maintenance conference in early November at the Hyderabad Sales and Service Center (SSC) is an event he eagerly anticipates. "This is not just another important activity since the launch of the Hyderabad SSC in June 2023. In fact, our customers value such learning and exchanges as much as we do. We need to keep updating our technical and equipment knowledge to better serve TRUKING's growing product line and diverse customer projects," Pravin shared.

His experience in the summer of 2024 is a prime example of TRUKING’s ability to mobilize resources quickly and efficiently. When an urgent issue arose with a vial production line project in Turkey, TRUKING responded by dispatching engineers from Egypt and the UAE while also sending Pravin and his colleague Kutumba Rao from India to Turkey. The coordination of these specialized engineers from different regions ensured that the problem was resolved, and the production schedule remained on track. “Ultimately, we successfully solved the issue, ensuring the project’s timely progress, and the Turkish customer was very satisfied,” Pravin recalled. “We also had support from colleagues at TRUKING’s headquarters in China through online remote assistance. The customer highly appreciated our strong multinational coordination capabilities, quick response, and professional technical support.”

 Effective Use of Remote and On-site Support

During this project, the team not only provided technical support but also took the opportunity to train the customer’s production operators. “Rapid response and meeting customer needs is where TRUKING’s strength lies,” Pravin explained. In addition to on-site support, TRUKING leverages remote technology for tasks like configuring weight sensor parameters and removing industrial PC viruses. “Customers are often surprised by our service efficiency and technical expertise.”

This emphasis on utilizing remote capabilities is consistent with industry trends. A 2022 report from L.E.K. Consulting highlighted that global pharma service providers are increasingly leveraging digital tools to address the growing complexity of biopharma R&D and service requirements. Similarly, McKinsey & Company has emphasized the necessity of integrating digital strategies to support supply chain resilience and operational flexibility, a critical component for companies operating in multiple markets.

 Building a Strong Global Talent Network

Pravin is also keen to share his experience, turning it into course material for upcoming training events, such as the equipment maintenance meeting in Hyderabad. "Providing technical service and training to customers starts with having a high level of capability ourselves. That’s why TRUKING regularly organizes training sessions for engineers around the world to go to our headquarters in China to learn more about technology and products," Pravin noted.

Dinesh Chandra, another engineer from India, recently completed systematic training at TRUKING’s Chinese headquarters. "The training was very comprehensive. We not only learned the underlying technology and principles of the equipment but also gained hands-on skills, which greatly enhanced our ability to solve problems on-site," he said.

This focus on cultivating a global workforce aligns with industry best practices. A recent KPMG report highlighted the importance of building a data-driven and digitally competent workforce capable of adapting to the evolving needs of the pharmaceutical industry. Investing in global talent through structured training and upskilling is not just a strategy for service excellence but also a means to maintain operational resilience in an increasingly complex environmen.

 Supporting a Growing Global Network

Since initiating its international expansion, TRUKING Technology has established Sales and Service Centers (SSCs) in multiple countries and regions, enabling it to respond more quickly to local customer needs. "Our global service capabilities are not only based on TRUKING’s extensive market network but also on our continuous cultivation of global talent," noted Li Shujie, TRUKING’s Senior Vice President. “In the wave of globalization, the focus of competition is not only on product quality but also on the ability to quickly respond and meet customer demands.”

TRUKING’s comprehensive service system includes strategically located SSCs and highly specialized engineering teams that provide timely on-site and remote support. For example, in Turkey, a team from different regions quickly converged to address a critical issue, demonstrating TRUKING’s capability to handle complex, cross-border projects. The SSCs serve as hubs for local technical exchanges, customer training, and support, allowing TRUKING to maintain strong relationships with customers and ensure the highest standards of service quality.

 Preparing for the Future

The continuous development of a global service network, investment in talent, and focus on digital innovation are all part of TRUKING’s long-term strategy to meet the evolving needs of the pharmaceutical industry. As the global landscape becomes more interconnected and complex, the ability to provide high-quality, rapid-response service will be a critical differentiator. Companies like TRUKING that prioritize building robust service systems and training programs will be better positioned to navigate these challenges and capitalize on emerging opportunities.

In summary, TRUKING’s global service system is more than just a technical support network; it’s a strategic asset that combines on-the-ground expertise with digital capabilities and a commitment to customer satisfaction. By continuously enhancing its global talent pool and expanding its service reach, TRUKING is setting a new benchmark for excellence in the pharmaceutical equipment industry.