Built for Uptime: Inside PECO's New Flagship Facility

Service is the differentiator for so many of today’s equipment dealers.

Power Equipment Company (PECO), a full-line dealer representing Superior in five states and two provinces, is doubling down on that belief. Their new flagship facility in Colorado is built to elevate service for end users across the region.

From centralizing service dispatch to leveraging telematics and streamlining work orders, the facility is equipped to keep customers up and running like never before.

“A lot of manufacturers make quality equipment today, but no matter what you do it's going to break,” says Marc Dowdell, president of PECO. “So, the question then becomes: how do you respond to minimize downtime?”

All Eyes on Uptime

Ultimately, PECO consolidated three Colorado locations into one mega facility in suburban Denver. They've been operating in the facility for a few months now following a renovation that began in May.

The new 52,000-square-foot facility is seated on 20 acres, which includes a separate 8,400-square-foot building to secure parts and provide added storage.

A centralized dispatch center is among the new components of the facility. PECO is now coordinating all field service from one dispatch center, delivering faster, more efficient repairs for end users across their territory.

“When you call into a local branch, you’re limited to whoever is available there,” Dowdell says. “But with a centralized dispatch and 45 techs in our bullpen, we can get the right technician, with the right expertise, to the job much faster.”

Additionally, PECO can see its entire service operation in real time — truck locations, active work orders and even weather that could affect travel or repairs. That visibility gives the company a true central command. Technical communicators and the training group are also centralized to keep jobs moving quickly.

“One of the biggest advantages is the visibility,” Dowdell says. “That helps us make smarter decisions and get a customer taken care of much faster.”

PECO is also working toward a proactive approach to service rather than the traditional model of reacting.

“The way our technology works now, customers shouldn’t be calling us to say a machine is due,” Dowdell says. “We should be the ones calling them to say we’re in the area and can take care of the service.”