Ensures all calls are logged / managed using our Service System.
SOS’s helpdesk gives access to expert assistance and advice from a team of highly qualified engineers
Whether it is a request for consumable replenishment or an emergency call, all matters are carefully and appropriately managed. Approximately 75% of calls to the SOS helpdesk are and can be resolved over the phone.
Our helpdesk team use remote log-in software to quickly and effectively solve day to day issues. By minimising site visits we are improving our support level to our clients, increasing up-time and as importantly contributing to our Environmental credentials, less calls equals less emissions.
On site technician visit
A team of fully trained engineers provide assistance and support on site when required. All engineers are manufacturer trained and attend regular up-date and refresher training courses when new or additional products are added to our portfolio. Our current average response time is 3.1 hours.