Technical Support
Capability and Speciality
Our Technical Support team consist of fully field experienced engineers. In some distributor you will find many engineers come in and out very quickly. But it never happen at our team ,some of our engineers have work for this team more than ten years, some have more than 5 years and only a few who joined in the last 2 years. Our engineers is our asset, we treat them with ourway to get their loyality and dedication.
Before supporting customer at customer site, each engineer should pass internal and factory training. Non trained engineer will not allow to work at customer site alone. This is to assure our quality of technical support skill.
Each engineer specialize in each product. Specialization will made them more focus, more capable and more sharp to handle customer problem.
Service Coverage
We provide many kind of services including :
- On Call Service : Customer can ask our service visit in case they have issue with their instrument.
- Preventive Maintenance Service : Provide routine maintenance (per 6 months or yearly ) to prevent instrument breakdown, longer instrument lifetime, and pre diagnostic for possible problem.
- Service Contract : Yearly or longer period contract including routine maintenance and emergency call service.
- IQ/OQ/PQ: Provide Installation Qualification, Operation Qualification or Performance Qualification as requested by customer.
- Retraining Services : Provide retraining to refresh customer skill or retrain new end user customer on site.
- Relocation Services : Provide uninstalalltion, transportation, and reinstallation.
- Warranty Management : Manage and process warranty claims from our customers for both service and part
Consummable and Part
- Provide stock of major consumables, fast moving , mandatory and critical parts
- Manage stock with minimum level based on usage statistical data.
- Priority consumable and part for customer with instrument under warranty and service contract
Application Support
- Help customer to develop their custom method
- Troubleshoot customer application problem
- Provide customer in hose training based on request
- Provide both regular and in demand training at our facilities
- Provide many instruments ( AAS, MPAES, UV Vis Spectrometer, FTIR, etc ) at our demo facilities for customer training and demo