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ET Service Presentation 2010

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An overview of ET's Service department

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ET Service Presentation 2010

  1. 1. ET Service Presentation June 2010
  2. 2. Why do you need a Service Contract?
  3. 3. <ul><li>Monitoring equipment is very specialised and needs servicing in line with manufacturers recommendations </li></ul><ul><li>Planned maintenance is required every 6 months to ensure >90% valid data capture </li></ul><ul><li>Due to the ‘always – on’ 24/7 operating analysers can / may malfunction from time to time </li></ul><ul><li>To protect your investment </li></ul>
  4. 4. Why have an ET service contract?
  5. 5. The Benefits <ul><li>Large, regionally based team of service engineers </li></ul><ul><li>Well trained, experienced and knowledgeable team </li></ul><ul><li>ISO 9001:2008 quality assured company. </li></ul><ul><li>Technical Support Helpline and provision of high quality technical advice and assistance. </li></ul><ul><li>Over £300,000 genuine, new warranted spare parts carried in-stock. </li></ul><ul><li>All costs identified and covered in service contracts (i.e. labour, travel, mileage, expendables etc). </li></ul><ul><li>Specially trained air-conditioning engineers to provide air-con service and breakdown callout. </li></ul>
  6. 6. <ul><li>Since 1983 ET have lead the way in air quality monitoring equipment and service contracts. </li></ul><ul><li>Over a quarter of a century of experience, the largest team of engineers in the industry. </li></ul><ul><li>An enviable client base backed up with an excellent track record. </li></ul><ul><li>A qualified air-conditioning service engineer. </li></ul><ul><li>Multiple IEE qualified electricians. </li></ul><ul><li>Multiple experienced workshop engineers. </li></ul><ul><li>A unique Technical Support Engineer (TSE) hotline for immediate technical support. </li></ul>Knowledge & Experience
  7. 7. Types of contracts <ul><li>We pride ourselves in being able to offer bespoke contracts to fit the specific needs of our customers . </li></ul><ul><li>These are just a few of the typical contract types we provide: </li></ul><ul><li>Annual Service Maintenance contracts. </li></ul><ul><li>Multiple yearly contracts with the option to pay annually. </li></ul><ul><li>Local Site Operation service contracts. </li></ul><ul><li>‘ One off’ service contracts. </li></ul><ul><li>Ad hoc kit service contracts. </li></ul>
  8. 8. Options <ul><li>A fully inclusive contract with all spares, consumables and expenses in one fixed price. (no call out fees) </li></ul><ul><li>Air Conditioning service. </li></ul><ul><li>Data collection. </li></ul><ul><li>Equipment status online. </li></ul><ul><li>48 hour guaranteed response to site. </li></ul><ul><li>Technical support helpline between 9am to 5pm. </li></ul><ul><li>In house service at ET premises. </li></ul><ul><li>On site training. </li></ul><ul><li>Software support. </li></ul><ul><li>Site Electrical & Pat Testing </li></ul>
  9. 9. Value for Money
  10. 10. Quality <ul><li>ISO 9001:2008 quality assurance </li></ul><ul><li>MCERTS </li></ul>
  11. 11. UK Coverage <ul><li>We have 23 staff members in our services department. </li></ul><ul><li>11 Service Engineers operating within 8 regional bases throughout the UK, Ireland and overseas. </li></ul>Eire Kilkenny Stroud Darlington Folkestone Sheerness Bedford Welwyn Garden City Tamworth
  12. 12. Technical Support Engineer <ul><li>For over 10 years, ET has been operating its popular Technical Support Engineer (TSE) Telephone Support Helpline with on-line engineer (no call back). </li></ul><ul><li>Contract customers can contact the TSE from 0900-1700 Monday through to Friday for immediate technical support and assistance. (excluding public holidays). </li></ul><ul><li>Provided that there is a communication link to the station (dial-up modem, GSM, GPRS or LAN) the ET TSE can remotely login and check instrument status and run diagnostic checks and where possible, even fix problems without the need to visit the site. </li></ul><ul><li>The TSE also provides help and assistance with regards to software problems and queries. </li></ul>
  13. 13. The Workshop
  14. 14. KPI’s
  15. 15. Testimonials
  16. 20. ET Customers – Industrial & Government
  17. 21. ET Customers – Local Authority
  18. 22. The ET Service Team Technical Services Manager Nigel Macefield Customer Support Team Leader Paul Norman Customer Support Administrator Clare Syred Technical Support Alan Fender Customer Support Administrator Florence Trehet
  19. 23. Supplier Factory Training
  20. 24. How we work
  21. 25. Our service database monitors and logs service calls with unique incident numbers
  22. 26. Engineer tasks are entered into our electronic scheduler, and automatically emailed to each engineers Blackberry
  23. 27. <ul><li>Microsoft Excel Based Service reports are used to store and log information (routine Service and Callouts). </li></ul><ul><li>Then emailed direct to customers, and attached to the calls within our service database, before the service is completed. </li></ul>
  24. 28. Customer Satisfaction <ul><li>All services are followed up with a questionnaire so we can monitor and continuously improve our quality of service. </li></ul>

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