1 / 14

Introduction to : Technical Product Support

Introduction to : Technical Product Support. Technical Product Support (TPS). The new TPS team announced in R1 June 1, 2011 One point of entry for technical questions: ABL, AQT, TCM and ITS

Download Presentation

Introduction to : Technical Product Support

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Introduction to :Technical Product Support

  2. Technical Product Support (TPS) • The new TPS team announced in R1 June 1, 2011 • One point of entry for technical questions: ABL, AQT, TCM and ITS • One point of contact: Depending on case complexity TPS will involve in-house specialists to help the problem solving process • Email : technical.support@radiometer.dk • Hotline : +45 4010 8827 Weekdays 9:00 – 16:00 GMT -1

  3. The TPS TEAM – need updated photo From left to right: Bettina Mortensen Steen Colliander Toto Wieth Mogens Høj Thomasen Christian Knudsen Nana Steen per Aug 1st 2012

  4. TPS : Areas of responsibility • Technical Product Support via : technical.support@radiometer.dk / +45 4010 8827 • Weekly Service Call’s • Technical Bulletin • Facts and FAQ’s • Troubleshooting guides • Technical Update / Field Action Notes • Service Tip • Service Manuals • Service Training Material • Service Training Courses • Software Release Notes

  5. TPS : Weekly Service Call’s • Information and discussion around technical issues • The Weekly Service Call’s are scheduled once a week, revolving between morning / evening to cover all time zones • Participants: The subsidiaries and representatives from TPS & Customer Quality • Please contact Steen Colliander @ steen.colliander@radiometer.dk for further information

  6. TPS : Technical Bulletin • The Technical Bulletin SharePoint site is providing up-to-date progress on technical issues • The objective is to ensure transparency around technical problems and ease the subsidiaries communication with end-users • Access to the Technical Bulletin site : http://sharepoint/tb/default.aspx • Access to technical information will be limited to authorized personnel only • Please contact Toto Wieth @ toto.wieth@radiometer.dk for further information

  7. TPS : ABL90 FLEX FACTS & FAQ • The topics in the ABL90 FLEX FACTS & FAQ is based on the requests and questions from the subsidiaries • The ABL90 FLEX FACTS & FAQ will be updated frequently and the latest version can be accessed via the Extranet : Marketing\Documentation\ABL90 FLEX\FAQ • Do not hesitate to pass on FAQ candidates to technical.support@radiometer.dk • Access to http://extranet.radiometer.com can be requested directly via the link on the Extranet front page

  8. TPS : ABL90 FLEX Troubleshooting guide • A Troubleshooting guide for the ABL90 FLEX is available in two versions: 1. For the dedicated user. Access via Extranet: Search for ref. no. : “995-113” 2. For Service Field Engineers. Access via Extranet: Service->Documentation-> ABL90FLEX->Service manual->ABL90 Troubleshooting guide

  9. TPS : Technical Update (TU) / Field Action Notes (FAN) • A TU / FAN is used by Radiometer headquarter to explain the background for a technical issue and is defining which actions the subsidiaries must perform incl. deadline for corrective actions • There is a distinction between if a TU is mandatory or recommended to carry out • A FAN is always mandatory to carry out • A TU / FAN is send out to the subsidiaries by email

  10. TPS : Service Tip • A Service Tip is posted in case the subsidiaries has to be informed about known problems and possible work-around as well as information about general issues such as software releases e.g. the right procedure to conduct it. • The Service Tips can be accessed via the Extranet -> Service\Documentation\ ABL90Flex\Service tips or any other analyzer

  11. TPS : Service Manuals • The latest Service manuals for the full product range can be accessed via the Extranet : Service\Documentation\ABL90FLEX\Service manual – Example is for ABL90 Flex

  12. TPS : Service Training Material • A variety of Service Training Material are available at the Extranet. Access via Service ->Training material • Is currently available for ABL90 FLEX & AQT90 FLEX

  13. TPS : Service Training Courses • The TPS team facilitates face-to-face service training sessions • The service training sessions are mainly carried out at Radiometer headquarters but can also be arranged locally • The TPS team also carry out training in the Warranty and Service Policy • Please contact Mogens Thomasen @ mogens.thomasen@radiometer.dk for further information.

  14. TPS : Software Release Notes for ABL90 & ABL800 • When a new software version is commercially released a Software Release Note is complied and send out by email • For questions / to be added to the distribution list email: technical.support@radiometer.dk

More Related