Remote Support Facilities
As you’ll already know if you follow our page, Sercon has a team of service engineers who travel the world helping our global customer network maintain their instrumentation on a planned preventative maintenance basis. They are also called out where occasional issues arise.
However, around 70% of customer support resolutions are achieved with remote access from our HQ in Crewe and our service plans are designed accordingly. These plans are remarkably cost-effective, combining a mixture of remote support and on-site engineering visits to ensure optimum operational efficiency.
A recent example was working closely with our agent in Poland, Seweryn Felis, from Lab Solution SP, whose customer had reported odd temperature readbacks on their system.
We arranged to dial in remotely Go To My PC whilst the agent and customer were present in front of the instrument and were able to facilitate the solution in the course of the remote session.
Remote support like this means we are able to offer rapid solutions to local issues – minimising travel required and using our Engineering team more efficiently for installation and maintenance work onsite around the globe.
At Sercon we pride ourselves on providing excellent customer service and support. We genuinely care about our customers and want to help you get the best performance from your instruments. Talk to our team about how we can support you with service contracts, emergency visits, upgrades, system refurbishments and training.
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