US-based
AMETEK Surface Vision, a leading provider of online surface inspection solutions, has reinforced its telephone support service with digital tools to provide global round-the-clock emergency technical assistance.
Called Global 24/7, this support system uses ‘state of the art’ remote access, virtual collaboration, and telecommunications tools to dynamically resource technical support from a pool of experts located around the world. This ensures timely and universal support for AMETEK Surface Vision’s global installation base of thousands of systems and customers.
The typical customers of AMETEK Surface Vision are industrial plants that manufacture metals, paper, plastics, and nonwoven materials, running around the clock with a staff operating on a shift system. They rely on their automated surface inspection systems. If, for some reason, that system does not function correctly, they may have to halt production.
Global 24/7 is designed to address this problem by utilising the company’s global support network. Bringing in team members from all regions allows the service to be staffed 24/7 by technical experts and offers customers continuous support wherever they may be located around the world.
Yamina Lansari, AMETEK Surface Vision global manager of technical services, said: “The challenge is keeping plants running continuously. Time zones and shift patterns can limit the availability of local technical support, should there be a problem requiring immediate attention.
“However, we know our customers need to be able to access emergency support at any time to avoid expensive downtime. That is why we have further enhanced the support we provide, enabling us to deliver the industry leading service our customers expect.”
Inspection system customers are offered a choice of purchasing standard business hours support or the Global 24/7 service.