Ascendum's top technicians are preparing to compete on the global stage once again after earning a return trip to Sweden for Volvo's Masters Competition, an international event that tests diagnostic ability, technical knowledge and teamwork under pressure.

Global Competition Tests Technical Skills Under Pressure

The competition brings together top-performing dealership teams from around the world to troubleshoot simulated machine failures and service challenges on Volvo construction equipment.

"They're judged not only on correcting the problem, but they have to explain their methods to troubleshooting, their safety, appearance — anything you can think of they're judged on," said David Turner, coach of Ascendum's Masters team.

Teams rotate through multiple stations where judges present them with machine complaints similar to what a customer might report in the field.

"It could be diagnostic codes, the unit won't move, a hydraulic issue, electrical issue," Turner said. "They have to form a game plan from that."

The competition is designed to replicate real-world service conditions where information is often limited or unclear.

"They may not get a specific answer sometimes," Turner said. "It'll be vague like a customer may give you."

Ascendum Machinery photo

Competition Includes Multiple Diagnostic Challenges

At the North American regional competition, competitors faced eight stations covering a range of service and inspection challenges, including wheel loaders, excavators, haul trucks, oil analysis, warranty diagnostics and Volvo's CARE inspection process.

The CARE station required competitors to inspect a machine and identify repair needs based on issues previously documented by Volvo judges.

"They were judged based on what they found and if they found additional stuff, it helped as well," Turner said.

Each Masters team includes a mix of service and commercial personnel. Teams can include up to three service technicians and one commercial representative, such as a parts specialist or product support representative.

Extensive Preparation

Preparation for the competition begins months in advance.

Patrick Overstreet, director of product support of Ascendum, said the company assembled this year's team approximately eight to 10 months before the regional event and conducted extensive hands-on training sessions.

The team includes technicians from Charlotte and Asheville, N.C., and Savannah, Ga.

"They would deliberately look for and compare notes about real-world challenges, struggles and repairs that have been made and share that knowledge," Overstreet said.

Shannon Whiteside, Ascendum's technical trainer also prepared machines with intentionally planted faults to simulate competition conditions.

"It wasn't a walk-in-and-take-it," Overstreet said. "There were several meetings prior to that where the team got together in person."

In addition to Volvo equipment training, technicians maintain certifications and expertise across multiple equipment categories and allied brands, including Sandvik, Bobcat and Cummins engines. Emissions systems training also has become a major focus for dealerships as Tier IV Final systems continue to add diagnostic complexity.

"Everything Tier IV Interim to Tier IV Final emissions are a big part of the fault codes and challenges that we experience," Overstreet said.

Ascendum Machinery photo

Ascendum Adapts to Changing Service Demands

The company also has expanded its field service strategy through Ascendum Machinery's Rapid Response Technician program, which was developed after the dealership recognized many service calls no longer involved catastrophic mechanical failures.

Instead, technicians increasingly were responding to issues involving sensors, telematics, software and machine calibrations.

"These problems did not require large, fully equipped service trucks," Overstreet explained. "We had to rethink the approach."

Ascendum responded by creating a rapid diagnostics model that deploys master technicians in smaller, purpose-built vehicles designed for fast response and troubleshooting.

The company describes the program as a "tip-of-the-spear" approach that allows technicians to quickly diagnose problems on-site, determine the next repair steps and improve communication between customers, dealerships and manufacturers.

The program relies on Ascendum's most experienced technicians, strategically positioned throughout the company's territory to improve customer uptime and speed response times. Technicians use mobile diagnostic software, apps and connected tools to evaluate machines in the field and communicate findings in real time.

The system also serves as a development tool for newer technicians by pairing less-experienced employees with veteran master technicians during field calls.

Contractors have responded positively to the faster service model, according to Ascendum officials, particularly during high-pressure situations where uptime is critical.

Overstreet pointed to Hurricane Helene recovery efforts as an example of the program's effectiveness. Rapid Response technicians were able to access heavily damaged and remote areas to restore disabled equipment and support emergency operations.

Overall, the program has improved response times, streamlined communication and helped customers increase machine uptime and productivity, company officials said.

Veteran Competitors Return to Sweden

This year's Ascendum Masters team includes Jeremy Ford, Trey Davis, Suzie Turner and Scotty Cox, with Hunter Stafford serving as alternate. David Turner serves as coach.

Cox brings significant Masters experience to the team. According to Ascendum officials, he competed in 2011, won the North American competition and went on to help secure a global championship in Sweden. He later returned to global competition in 2024 and now is preparing for another trip overseas.

The global Masters competition will take place in September in Eskilstuna, Sweden, the historic home of Volvo Construction Equipment.

Ascendum Machinery photo

Sweden Finals Feature Live Head-to-Head Competition

The event differs from the regional competition format by adding live head-to-head finals in front of a public audience.

"They narrow it down to four teams," Turner said. "Then third and fourth compete head-to-head in front of an audience. Then first and second go out and compete head-to-head."

Turner said the finals atmosphere resembles a sporting event more than a traditional technician competition.

"The stands were full," he said.

Competitors and coaches also spend time touring Stockholm and participating in Volvo-sponsored activities before traveling to Eskilstuna for the event.

Customer Uptime Remains Ultimate Goal

Ascendum leaders said the competition provides benefits that extend beyond trophies and recognition.

"The ultimate winner are your customers because their downtime is going to be less," Overstreet said.

He added that the event creates opportunities for technicians from Volvo dealerships around the world to exchange troubleshooting techniques and service knowledge.

"They're being exposed to all these other dealers' top talent," Overstreet said. "It's an incredible reward and an incredible return for us as a dealer to watch that expertise grow and scale."

For more information, visit ascendummachinery.com. CEG