Customer stories: AI reducing support calls

AI in manufacturing is no longer a strategy reserved for the boardroom. It is a tool for the technician on the plant floor, and the results are already showing up in real operations worldwide.

Most digital transformation strategies in manufacturing are built for desk workers on the carpeted side of the building, not the operators and technicians keeping production running on the concrete floor. AI platforms have historically been designed for white collar knowledge workers with time to navigate complex systems, leaving the frontline worker as an afterthought. Nick Haase recognized this gap when building MaintainX in 2018, and it became the foundational design principle behind everything the company built. The result is a platform now serving nearly 14,000 customers across manufacturing, food and beverage, facilities management, and any industry that depends on physical assets staying operational.

The core thesis Nick brings to this conversation is that the person with no purchasing authority and no budget is the single most important factor in whether a digital transformation project succeeds or fails. That person is the frontline technician. Building for that user first required a mobile experience so intuitive that no training was needed, one that met workers in the flow of existing work rather than pulling them out of it. If your team needs a 300 page manual to use the platform, the adoption battle is already lost.

The skilled labor shortage in manufacturing is not a forecast. The United States is projected to have more than 3 million manufacturing jobs unfilled by 2030, driven largely by retirement of experienced workers who have spent decades building institutional knowledge. That knowledge cannot be transferred through a job posting. MaintainX attacks this through AI powered voice note capture at work order closeout. Technicians leave a verbal description of what they found and fixed. The platform transcribes it across any language or accent, standardizes it, and builds a living knowledge base that outlasts the retirements of the people who created it. For organizations with similar equipment across dozens of sites, that knowledge becomes portable across locations and years.

About Nick Haase
Nick Haase is a co-founder of MaintainX, a frontline work execution platform for maintenance, reliability, SOPs, safety, and compliance serving nearly 14,000 customers across manufacturing and other asset-intensive industries. Nick is also the host of The Wrench Factor podcast.
Connect with Nick: https://www.linkedin.com/in/nickhaase/

Timestamps
0:00 Introduction
1:30 Nick Haase and MaintainX Background
7:20 Where AI Fits for Frontline Workers
10:00 What Data Foundations Are Needed for AI
13:30 Why Frontline Adoption Determines Digital Transformation Success
16:40 The Skilled Labor Shortage and Retirement Wave
18:30 Voice Notes and AI Powered Knowledge Capture
25:30 Overcoming Change Management and AI Skepticism
34:50 Guardrails and Safe AI for Industrial Environments
45:10 Embedding AI in the Flow of Work
48:30 AI Agents for Parts Forecasting and Automation
55:50 Predict the Future: Maintenance as a Growth Center

References
MaintainX: https://www.maintainx.com
The Wrench Factor Podcast: https://podcasts.apple.com/us/podcast/the-wrench-factor/id1809000028
Origins of Efficiency by Brian Potter: https://www.amazon.com/dp/B0FJG6ZKKJ
Inductive Automation Ignition: https://inductiveautomation.com

This episode is sponsored by MaintainX
Technicians spend up to 40 percent of their time looking for answers rather than fixing equipment. MaintainX puts AI powered knowledge tools directly in the flow of work so frontline teams get the right information in seconds.
https://www.maintainx.com

About Your Hosts
Vladimir Romanov is a co-host of The Manufacturing Hub Podcast and the founder of Joltek, an independent manufacturing and industrial automation consulting firm specializing in modernization strategy, digital transformation, and workforce development. Joltek works with manufacturers and investors to de-risk modernization and build the internal capability to sustain results.
Connect with Vlad: https://www.linkedin.com/in/vladimirromanov/
Joltek: https://www.joltek.com/blog/digital-transformation-in-manufacturing
Joltek: https://www.joltek.com/blog/root-causes-downtime-industrial-automation

Dave Griffith is a co-host of The Manufacturing Hub Podcast and founder of Capelin Solutions, an industrial automation firm helping manufacturers adopt smart manufacturing technology. He brings 15 years of experience in industrial automation and digital transformation.
Connect with Dave: https://www.linkedin.com/in/davegriffith23/

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