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SCREEN Support

Complete Solutions, Total Service

A network of telephone support and cross-trained service technicians is ready 24/7 to keep your printing business running smoothly and profitably. You can count on the Screen team to stand with you at every stage of the process. Our certified service professionals are committed to your success. From installation and training to hardware and software upgrades to effective routine preventive maintenance and emergency break-fix solutions.

Call Center Help Desk Response
Phone:
 (800) 372-7737
Actions: Callbacks within 1-2 hours max. during office hours.

Support Options

On-Phone live resolutionHardware or software specialist is connected to you to diagnose your problem
Phase 2: Dispatch of field support specialistClosest and best-qualified specialist for your machine visits your facility
ServiceMaxService Requests via phone through Screen with technical remote dispatch
24-hour Support ContractOptionally available with all Screen devices with 24-hour support
Post Service Follow-UpEvery customer receives an electronic service report to document service

Stage 1

Pre-Contract/Pre-Agreement

  1. Existing production benchmarking
  2. Workflow analysis
  3. Production tools audit
  4. Site survey/space utilization
  5. Solution design

Stage 2

Implementation Planning, Installation & Training

  1. Hardware configuration and installation
  2. Process training
  3. Operator training
  4. Application/software testing
  5. Pre/Post testing
  6. Paper testing
  7. Ink usage assessment
  8. Live work assistance/control marks on paper
  9. Operator readiness assessment

Stage 3

Monitoring and Preventative Support

  1. Screen Trust Network Service
    • TRUST Assist
    • TRUST Guard
    • TRUST Dialog
  2. Preventative maintenance training
  3. Customer/operator input of KPI data
  4. Uptime expectations/documentation

Stage 4

Interruption Incident

  1. Remote incident diagnosis
  2. Call Center - Live Help Desk 800# access
  3. Device-generated diagnosis notification
  4. Digital Service Ticket automatic entry
  5. Online Digital troubleshooting help guides
  6. Comprehensive knowledge base as service resource
  7. International service headquarters access

Stage 5

Break/Fix Response

  1. Call Center - Live Help Desk 800# access
  2. Dispatch of Field Product Support Specialists
  3. Support Contract service with 24-hour staff support
  4. Comprehensive US-based parts inventory on-call distribution
  5. Call completion – remote/service/parts summary

Stage 6

Post-Response Support

  1. Post-service electronic service report document
  2. Provision of recurrence prevention mechanisms
  3. Review of monitoring and maintenance solutions
  4. Certificate parts authenticity and warranties as applicable

Certified Screen Support Team

When you have a need to contact us, you receive the attention of specialists who have extensive experience, many who are 20+ year industry veterans, serving customers like you across the spectrum of production inkjet hardware, software and associated applications. All of our professional technicians are experts on your machine with full understanding of your installation and operational needs. And unlike many machine companies, Screen affords you access to all of our team including our National Support Services Manager and Vice President of Service and Operations. At Screen, there are no support dead-ends.

Certified Screen Training

Equipment / Hardware Support

Jim Rivest

Jim Rivest

National Service Manager

 jim.rivest@screenamericas.com

or call our Support Center:

 (800) 372-7737


Applications / Workflow Support

Shane Matsui

Shane Matsui

Assistant Support Manager / Manager of Projects

 shane.matsui@screenamericas.com

or call our Support Center:

 (800) 372-7737

Screen Workflow Community

Visit Screen Workflow Community


Screen TRUST Support

Screen TRUST Network Service

Minimize downtime, improve productivity, increase sales

This service comes with our compliments on every Screen machine. TRUST combines real-time assistance, remote diagnosis and user maintenance support to optimize individual equipment operations and workflows. With TRUST, you can quickly recover from system errors, immediately check system status with an expert and resolve easy-to-diagnose problems via these three TRUST components:

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