April 5, 2022
Screen Americas’ service team will expand by more than 18 percent over the next 12 months and will strategically align its resources based on where the company’s installations are concentrated geographically. Additionally, it will extend the company’s TRUST Network Service program to all users of SCREEN’s Truepress Jet520HD series and the Truepress Jet L350UV series. The company’s existing full–service plan, a model implemented more than ten years ago after SCREEN decided to discontinue offering self-service contracts, is also in effect. The full–service support model includes all travel, labor, parts, inkjet heads, on–site and remote support for the press and support for software applications.
The TRUST Network Service program is comprised of three components known as TRUST Dialog, TRUST Guard and TRUST Assist. TRUST Dialog offers operators easy access to valuable tools such as online manuals and instructional videos. Also included is a personalized web-based dashboard providing crucial insight into how the press is performing along with the status of each job. Additionally, the dashboard measures a number of things including, but not limited to, paper and ink consumption and waste accumulation. The second component, TRUST Guard, allows the press to be securely monitored by SCREEN servers equipped with sophisticated software designed to reduce downtime. By analyzing data, the software identifies problems before they materialize. Finally, TRUST Assist enables SCREEN’s product support engineers to provide secure troubleshooting, real-time support and maintenance from a remote location.
Jim Rivest, vice president of support services at SCREEN Americas, insists that SCREEN’s standing as a manufacturer of production-class continuous roll-fed inkjet print engines requires that all individual service personnel maintain the caliber of a product support specialist. “There’s no middle tier in the service department,” said Rivest. “When customers need to contact SCREEN, they’re quickly connected to a field–based support person who services the equipment on a daily basis. By having immediate access to a high-level specialist, customers don’t need to explain issues to multiple people at various levels.”
This type of network eliminates the frustration people encounter when they’re transferred multiple times, according to Rivest. It also prevents the service department from turning to a less qualified resource to address an issue, a method often used in order to meet service level agreement timelines. These tactics usually leave problems unresolved indefinitely and customers susceptible to potential overtime charges. Rivest’s approach is to focus on uptime and remedy things completely and correctly the first time. His primary goal for each service team member is to satisfy customers to the point where they would become actual references for SCREEN. “Anything less isn’t acceptable,” said Rivest. “Doing whatever it takes every day is our mantra. Personal performance metrics pertaining to minimalist strategies such as limiting the time spent at a facility or attempting to repair a press while using fewer parts are definitely not part of SCREEN Americas’ service program.”
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