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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

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Introduction to : Technical Product Support

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  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

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