Issue link: https://ppgrefinish-na.uberflip.com/i/892909
"Whether it's through logistics or troubleshooting, our job is to keep our customers happy. We're ready to take your call." — Gordon Henshaw, IT Supervisor cars and trucks. "That's our work, and we're good at it," says Kough. HELP DESK COLOR IT At the Help Desk Color IT, Supervisor Gordon Henshaw and his crew of tech and logistics experts address customers' product, hardware and software concerns. They also fill orders for those items. The trilingual team (English, Spanish and French) takes pride in its work. "When a customer calls from a collision shop or distributor, we own the problem," explains Henshaw. "Our goal is to resolve it." The team responds to some 40,000 inquiries a year to expertly solve problems. Most of the Help Desk's work revolves around PPG software and hardware setup or adjustment. Solutions are usually simple. One shop called because its label printer was not printing labels. (The roll of labels was incorrectly inserted in the printer.) But sometimes the issues are complicated. For example, several computers might need to be set up and added to a customer's network in one phone call. Or, an intermittent computer problem has to be figured out, only to discover the cause is an electrical drain whenever a shop compressor turns on. Then there's the mystery of the nonresponsive touchscreen. Tim Wheeler, Help Desk analyst, correctly diagnosed the problem as a missing USB connection. But the caller insisted the problem was caused by a shop poltergeist. Veteran analyst Renée Henry says that technology improvements over the years have helped. "When I started, we did troubleshooting without any remote support because most PCs were offline. Smartphones, internet updates, reliable backups and remote support programs have made a difference. Troubleshooting is now easier and faster." Logistics are also part of the group's work. Each year brings in 7,000 orders for supplies and updated or customized components. In response, the team sends out 17,000 packages to shops and jobbers. "Whether it's through logistics or troubleshooting, our job is to keep our customers happy," says Henshaw. "We're ready to take your call." With assistance at hand, PPG customers know these experts have their backs. The Color Library and Help Desk Color IT can be reached by calling toll-free 800-647-6050, between the hours of 8:00 am and 6:00 pm EST. 37