Customer Engineering Group - Service Overview
Our world-wide Customer Engineering Group is fully dedicated to listen to the needs of our customers and to give quick and professional solutions to all enquiries.
We've restructured our department with a new operational model, centralising our expertise.
This approach ensures a more hands-on experience, where every team member is skilled to respond effectively.
Through this, we aim to:
- Strenghen our relationships with customers
- Enhance and facilitate direct communication
- Centralise information for faster troubleshooting
- Continuously improve our service
Our Customer Engineers are located in Belgium, United States, Thailand and Latin America.
Their main task includes providing on-site and remote assistance for:
- Installation
- Training
- Preventive maintenance
- Upgrades
- Assistance
- Troubleshooting
The goal of our Customer Engineer Group is to guarantee optimal functionality and productivity of your equipment.
This includes adjustment, calibration, inspection, metrological accuracy and testing of your equipment, as well as the replacement of worn and spare parts.
Through their knowledge and reactivity, we are able to offer a high-quality service worldwide.
Global Support
Before installation :
- Assist project engineers with data connection preparation and machine configuration.
Installation :
- Take charge of or support during machine installation on-site.
After installation :
- Provide specific support and expertise to the service and customer, such as : optimization of the automatic positioning rate of your equipment, better understanding and interpretation of measurement maps
- Preventive maintenance following our Service Agreement
- Troubleshoot your machine with powerful tools for remote diagnostics
Close internal collaboration
- Continuous interaction with customers ensures a feedback loop for product improvement.
- Providing valuable feedback to A&R departments (Sales team, R&D and product managers) : technical exchanges, carrying out measurement and inking tests, feasibility testing…
Administrative Support
Quick and professional support via telephone and email.
Quotations preparation and follow-up for :
- spare parts
- loan items
- refurbished exchanges
- consumables
- service orders for on-site or remote interventions
Assistance to optimize your spare-parts and consumables stock.
Additional Services
- Consultancy through our statistical softwares (SPC, KPI's) and project management.
- Repair center : provide an easy and quick handling of repairs/returned goods.
