In a significant step toward enhancing regional technical capabilities and fostering cross-border collaboration, LS ELECTRIC Vietnam recently hosted an intensive two-day Customer Service (CS) training program for key representatives from LS ELECTRIC Thailand. The training session, held on April 9-10, 2025, at the LS ELECTRIC Vietnam factory, marked an important milestone in the company’s ongoing efforts to standardize service excellence across its Southeast Asian operations.
Thailand Delegation and Training Objectives
The Thai delegation consisted of three seasoned professionals: Mr. Sapieen Duerueya, Mr. Ittipat, and Mr. Thanyarat, who traveled to Vietnam specifically for this hands-on training opportunity. The program was meticulously designed to address multiple facets of customer service operations, with a particular focus on technical proficiency, standardized procedures, and quality assurance mechanisms.
“This training initiative reflects our commitment to maintaining consistent service standards across all regional operations,” explained the head of the LS ELECTRIC Vietnam CS Team. “By sharing our expertise and methodologies with our Thai colleagues, we’re ensuring that customers throughout Southeast Asia receive the same high-quality support regardless of their location.”
Comprehensive Training Curriculum
The training curriculum was carefully structured to cover both theoretical foundations and practical applications, encompassing five key areas:
1. Service Procedures and Site Testing Protocols
The first segment introduced standardized service procedures that form the backbone of LS ELECTRIC’s customer support framework. Participants received detailed guidance on conducting thorough site assessments, including initial diagnostics, safety protocols, and systematic troubleshooting methodologies. This module emphasized the importance of following established procedures to ensure both technician safety and optimal service delivery.
Site testing protocols covered various scenarios, from routine maintenance inspections to emergency response situations. The Vietnamese team shared their experience-based insights on efficiently identifying issues while minimizing system downtime for customers.
2. Maintenance Programs and CS Data Collection
The second module focused on preventive maintenance strategies and the systematic collection of service data. Participants learned about LS ELECTRIC’s tiered maintenance programs designed for different equipment categories and operational environments. Special attention was given to scheduling considerations, resource allocation, and balancing maintenance needs with customer operational requirements.
The data collection portion addressed the critical role of comprehensive documentation in service quality improvement. The Thai representatives were trained on standardized forms and digital tools used to capture technical information, customer feedback, and service performance metrics. Discussions emphasized how proper documentation serves multiple purposes, from warranty management to identifying patterns in equipment performance.
LS ELECTRIC Vietnam
3. CS Data Analysis, Reporting, and Customer Feedback Integration
Building on the data collection foundation, the third segment delved into analytical approaches that transform raw service data into actionable insights. The training covered various analytical techniques for identifying trends in equipment performance, common failure modes, and service efficiency metrics.
Reporting methodologies were demonstrated with real-world examples, showing how to present technical information in formats accessible to various stakeholders, from engineers to management teams. The Vietnamese team shared their experiences in developing customer-friendly reports that effectively communicate technical findings while providing clear recommendations.
The customer feedback component explored systematic approaches to gathering, analyzing, and integrating customer perspectives into service improvements. Participants discussed strategies for conducting effective post-service surveys and managing customer expectations throughout the service cycle.
4. Testing Equipment Utilization and Calibration
The fourth module provided hands-on training with essential testing equipment, focusing on both technical operation and maintenance of these critical tools. Participants received practical instruction on using:
- Relay protection testers for verifying the functionality of protective devices
- Insulation testers for assessing the integrity of electrical insulation
- Digital meters for accurate electrical measurements
- Advanced diagnostic equipment specific to LS ELECTRIC products
Beyond basic operation, the training covered calibration requirements, accuracy verification, and troubleshooting common equipment issues. This practical component included simulated testing scenarios where participants could apply their knowledge under supervision.
5. Specialized Repair Techniques
The final and most technical segment addressed specific repair methodologies for key product categories:
- Vacuum Circuit Breakers (VCB): Contact maintenance, mechanical operation adjustments, and insulation testing
- Air Circuit Breakers (ACB): Trip unit programming, wear assessment, and mechanical linkage calibration
- Earth Switches (ES): Contact alignment, grounding verification, and safety mechanism checks
- Load Break Switches (LBS): Contact resistance measurement, arc chamber inspection, and operating mechanism maintenance
This module combined classroom instruction with hands-on practice in the factory’s maintenance facility. The Thai representatives had opportunities to disassemble, inspect, and reassemble actual equipment under the guidance of experienced Vietnamese technicians.
Beyond Technical Exchange: Building Regional Collaboration
While technical knowledge transfer was the primary objective, the training program also served as a platform for strengthening interpersonal connections between the two national teams. Informal discussions during breaks and meals allowed participants to share experiences, challenges, and solutions unique to their respective markets.
“The value of this training extends far beyond the technical curriculum,” noted Mr. Sapieen Duerueya from LS ELECTRIC Thailand. “The opportunity to establish direct relationships with our Vietnamese counterparts creates communication channels that will benefit both teams long after we return home. Now we know exactly who to contact when facing similar challenges in Thailand.”
LS ELECTRIC Vietnam
Future Initiatives and Regional Strategy
This training program represents just one component of LS ELECTRIC’s broader regional development strategy. Plans are already underway for follow-up sessions, including specialized training on newer product lines and advanced diagnostic techniques. Additionally, discussions have begun regarding a potential reciprocal visit where Thai specialists could share their unique expertise with Vietnamese colleagues.
The success of this initial program has prompted consideration of expanding similar exchanges to include other LS ELECTRIC operations throughout Southeast Asia, potentially establishing a regular regional training rotation that leverages the specific strengths of each national team.
A Foundation for Continued Excellence
As the two-day training concluded, participants from both countries expressed enthusiasm about the knowledge shared and the relationships established. The program not only enhanced technical capabilities but also reinforced a sense of shared purpose among team members working under the LS ELECTRIC banner across different countries.
This investment in cross-border knowledge sharing demonstrates LS ELECTRIC’s commitment to maintaining consistent service quality throughout its global operations. By leveraging the collective expertise of its regional teams, the company continues to strengthen its position as a leader in electrical engineering solutions while ensuring customers receive outstanding support regardless of their location.
The collaboration between LS ELECTRIC Vietnam and LS ELECTRIC Thailand serves as a model for effective knowledge transfer within multinational organizations, highlighting how structured training initiatives can simultaneously address technical needs while fostering valuable human connections across borders.
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LS ELECTRIC Vietnam
