A solution that worked for me: Generated a report using our database of another customer with a similar forklift fleet and application and did a cost and downtime comparison, which showed how much less expensive their fleet was costing in terms of parts, labour and lost productivity. At our annual review meeting with the "problem" customer we presented the analysis with cost savings solutions. Part of the presentation was a case history involving the same fault on both customers machines and how we were able to rectify the fault at half the cost by quicker diagnosis and using reconditioned rather than new parts. To avoid alienating the in house technician we presented the report to him prior to showing it to management and suggested he make some of the proposals contained in the report in advance of the presentation. One thing to keep in mind make sure you have a solution for any problems/concerns you raise. Management tend to react negatively to problem raisers with no countermeasures