Inteview with Steve George

Service Manager: Steve George

Interviewed by Steve Abbott

Steve George joined the Trew Audio team in 2001. He is our lead service repair technician, and he has traveled the world in the course of his work. He spent six years in the Navy calibrating test equipment as a Precision Electronics Measurement Specialist. He has worked for Carver and NASA subcontractor EIL Instruments. Steve has a special fondness for high end audio equipment and is also a Macintosh Computer expert.
Q: What do you feel is your most important contribution to Trew Audio?

Focusing the service department on the equipment we sell. This narrower focus has allowed us to become far more expert in our field, and more efficient to the client’s needs.

Q: You possess other helpful skills relevant to the operation of the business. What other duties are integral to your role at Trew Audio?

I suppose my 10 years of computer repair are quite beneficial here. I help manage our computer networks in both the US and Canada locations, and I help keep the connection between the two systems working smoothly. For instance, all of the consigned equipment is kept on a single database both locations, making it better for both sales departments, the webmaster, and, ultimately the customers. Regarding audio repair, now that all the new recorders are computer/disk based, my data recovery and drive diagnosis skills can certainly be applied to that service.

Q: All modesty aside, what is the highest compliment you have received from a Trew Audio customer?

The threat of being kidnapped and whisked away to Hollywood to perform repairs in captivity.

Q: In your estimation, what would be the top ways customers could help make a smooth repair transaction even smoother?

Call first to describe the problem. There may be ways to assist over the phone. If the unit needs to be shipped in, get an “R.A. Number” and include it with the shipment so that when it arrives the problem will be documented and we can go right to work on it.

Think about what the conditions were under which the problem occurred (environmental, powering, function enabled at time of failure, etc.).

If first time to Trew, it can be helpful to list the unit’s prior service history.

Include paper documentation as to contact info.

PROPERLY PACKAGE YOUR SHIPMENT. Some shippers balk at shipping damage claims if the unit was being shipped for repair in the first place!

Q: What do you like most about your job?

I love Nagra repair. But also being afforded (and expected to provide) the task of performing superbly high quality repairs on all the equipment we service. My soldering and rework skills (developed years ago for repairing precision test equipment) are once again useful. I love soldering so much that I keep my work as good as or better than the manufacturer. This craftsmanship provides an outlet for my creative side, and although the customer will almost never see the work, I know IT'S IN THERE. Had I been born a hundred years ago I probably would have been a gunsmith or a clockmaker.

Q: What question are you glad I didn't ask?

Now that the new recorders are like computers, where do you see the future of their serviceability?

This one scares me. Will the future recorders become as disposable as PC’s? Who knows? But for now I’m firmly in my element and loving it.


Service Manager: Steve George
Interviewed by Steve Abbott
Steve George joined the Trew Audio team in 2001. He is our lead service repair technician, and he has traveled the world in the course of his work. He spent six years in the Navy calibrating test equipment as a Precision Electronics Measurement Specialist. He has worked for Carver and NASA subcontractor EIL Instruments. Steve has a special fondness for high end audio equipment and is also a Macintosh Computer expert. Q: What do you feel is your most important contribution to Trew Audio? Focusing the service department on the equipment we sell. This narrower focus has allowed us to become far more expert in our field, and more efficient to the client’s needs. Q: You possess other helpful skills relevant to the operation of the business. What other duties are integral to your role at Trew Audio? I suppose my 10 years of computer repair are quite beneficial here. I help manage our computer networks in both the US and Canada locations, and I help keep the connection between the two systems working smoothly. For instance, all of the consigned equipment is kept on a single database both locations, making it better for both sales departments, the webmaster, and, ultimately the customers. Regarding audio repair, now that all the new recorders are computer/disk based, my data recovery and drive diagnosis skills can certainly be applied to that service. Q: All modesty aside, what is the highest compliment you have received from a Trew Audio customer? The threat of being kidnapped and whisked away to Hollywood to perform repairs in captivity. Q: In your estimation, what would be the top ways customers could help make a smooth repair transaction even smoother? Call first to describe the problem. There may be ways to assist over the phone. If the unit needs to be shipped in, get an “R.A. Number” and include it with the shipment so that when it arrives the problem will be documented and we can go right to work on it. Think about what the conditions were under which the problem occurred (environmental, powering, function enabled at time of failure, etc.). If first time to Trew, it can be helpful to list the unit’s prior service history. Include paper documentation as to contact info. PROPERLY PACKAGE YOUR SHIPMENT. Some shippers balk at shipping damage claims if the unit was being shipped for repair in the first place! Q: What do you like most about your job? I love Nagra repair. But also being afforded (and expected to provide) the task of performing superbly high quality repairs on all the equipment we service. My soldering and rework skills (developed years ago for repairing precision test equipment) are once again useful. I love soldering so much that I keep my work as good as or better than the manufacturer. This craftsmanship provides an outlet for my creative side, and although the customer will almost never see the work, I know IT'S IN THERE. Had I been born a hundred years ago I probably would have been a gunsmith or a clockmaker. Q: What question are you glad I didn't ask? Now that the new recorders are like computers, where do you see the future of their serviceability? This one scares me. Will the future recorders become as disposable as PC’s? Who knows? But for now I’m firmly in my element and loving it.