woodley service & technical support dave mccomas
TRANSCRIPT
Woodley Service & Technical Support
Dave McComas
Summary Technical Support& Servicing Facilities
• In-house Technical Support Department, trained biomedical scientists
• Field based technical support team• Field based service technicians (wet chemistry)• Two fully equipped Service Department’s• Qualified service engineers & service coordinator• Two laboratories• Training facilities
Service Department
Service Laboratory
Technical Support in the UK (Woodley)• 5 Account Managers cover UK• Account Managers trained 1st line technical calls• If unresolved, escalated to Tech Support Dept.• Trained biomedical scientists• Tech Support resolve problem or decide if repair needed• In-house servicing• Service coordinator- collection faulty analyser & delivery of loan if
required• Service Dept. repairs equipment then places ‘on-test’• Repaired equipment sent back to customer and loan collected• Service contracts
Technical Support in the UK (Quantum)• 140 wet chemistry customers in the UK• Mostly Crony IR202 analysers with Synermed reagents• 7 field based service technicians (FST’s)• Set monthly cost depending on volume• Fresh reagents sent weekly• One monthly scheduled PM visit• TLC package• Telephone technical support including evenings and weekends• In house chemistry specialist• In house technical service dept.
Customer Training
• Important!!• Always install epoc• Provide training• Training documents• Better training = fewer
technical calls
Customer Training• Provide bench aids
Managing
Director
Mike Wickham
International Sales Manager
Dave McComas
Marketing Manager
Gillian Harris
Biomedical Technical Manager
Dave McComas
Customer Service Manager
Cath Wooff
Customer Service Team
Technical Support Team
International Sales Manager
Joe Ritter
Special Projects Manager
Rachel Hilton
Distributor Support
Distributor Support• Technical support helpline for distributors:
0044 1204 669033 option 1• Technical support email:
[email protected] • Technical support webpage:
www.woodleyequipment.com/eurovet/support
Distributor Training• International Sales Manager• Distributor training sessions- UK• Support at Congress’s• Website• User meeting
epoc Technical
Support & Servicing
1. Screen Frozen• Soft reset• Like rebooting a
computer • No files deleted• Will not lose saved
records
Common epoc Enquiries
• Hard reset• When soft reset is
ineffective • No files deleted• Will not lose saved
records• Push & hold top two
buttons on PDA, press reset button with stylus
2. Host will not switch on
-Charge battery 4 hours
-Hard reset
-Connector plate attached?
3. Host not connecting to the reader• Host/Reader battery low- recharge• -Out of Bluetooth range (10m)• -Host Bluetooth has been switched off
• Soft reset host, switch reader off/on & reconnect
4. ‘Thermal Check Failures’• Upon connection of host to reader (electronic QC)- Ambient temperature not achieved 15-30oC
• After card inserted & sample injected- PO2 sensor not achieved 37oC within time limit
Reader must at equilibrated temperature- Working outside/stables- Placing reader on warm equipment
5. ‘iQC failure’ messages
• Reader Issues• Host Issues• User Error• Storage Conditions• Card Related
‘iQC failure’ messages
1. iQC Failure during Calibration Cycle
2. iQC failure after sample delivery following successful calibration
3. iQC failure on certain parameters
1. iQC Failure During Calibration Cycle
• Occasional failure (2-3%) not unusual• Analyser just doing its job• Run another card, if OK send replacement• Clinic must send card to distributor• Distributor send cards to Woodley• Replacements sent with next order
• Repeated failures i.e. Cal Fluid Not Detected/Sensor Check/Fluidic Check• ?Contamination on a particular sensor (blood, cal fluid, hair)• Remove reader 24 hours to dry, retry• Open cards just before testing, don’t put on bench• ?Shipping- bubbles
2. iQC failure after sample delivery following successful calibration
• Refer to manual for explanation• ?Technique problem i.e. sample bubbles/
delivery/insufficient/fast- no replacement card
3. iQC failure on certain parameters• ?Sensor fail/contamination/sample bubbles- no
replacement card• Repeated iQC failure refer point #1
How should we manage epoc servicing?• Hold at least one loan epoc in stock• Troubleshoot over telephone• Can’t resolve contact WVD• WVD issue return document• Send customer loan & collect faulty analyser• Send faulty analyser to WVD• WVD issue replacement unit
epoc Warranty• Most suppliers 15 months warranty from sale to distributor• epoc warranty 12 months from point of sale to end user• Distributor must provide WVD on point of sale:
– Date epoc sold– Customer name– Invoice number
epoc extended Warranty• Service contract when warranty period expires• €450 +shipping from WVD • Don’t wait for a breakdown!!• Sign customer at end of warranty period• epoc’s mechanically very reliable• Service revenue
i.e. 20 epoc’s- €650 each = 20 x €200 = €4000 profit
How should we manage g-Pet servicing?• G-Pet has a lifetime warranty• Woodley will supply replacement meters to
distributors- just meter, not accessories• Customer sends meter back to distributor• Distributor assesses problem• If faulty- replacement meter sent
Thank you
Questions?