Our customer support services for Field Operations and Maintenance cover many types of management and optimization activities performed on any equipment deployed to the field. We remotely support the full lifecycle of activities surrounding equipment installation or its maintenance; furthermore, we offer experience in MRO (Maintenance, Repair, and Overhaul) support, with a broader scope including all needed operations to support existing infrastructure and production value chains.
Initial Installation / Project coordination
We support field technicians to correctly and proficiently manage to deliver installations at customer premises.
We offer end-to-end support from site preparation activity tracking to real-time delivery info for needed and missing components or even skills during the installation process.
Our services include organizing the third-party personnel and external service organizations contributing to final installation and first run/testing.
Post-installation Maintenance
We fulfill our Client’s obligations under our service contracts, in accordance with agreed-upon service specifications, policies, and service level agreements (SLAs).
Routine equipment maintenance, which ensures the prevention of damages and saves the customer time and money, is part of our standard services. Our regular service covers incidents and helps the identification of recurring issues that may be related to common cause(s), allowing maintenance contracts to perform better.
We cover various types of maintenance-related remote support services, including corrective, preventive, and predictive maintenance.
Field Operations and Maintenance BPO Services
- Front/Mid/Back Office functions (ongoing/peak management)
- Field service dispatching/tracking
- Specialized support Hotline services
- End-to-end support request processing from initial qualification to closure
- 3rd Party delivery and performance management
- Equipment data up-keeping
- Customer satisfaction surveys
- Analytical reporting on service execution, status, and cost
- Invoice reconciliations/auditing
- Service order and purchase requisition management
- Spare parts quotation and request fulfillment
- Remote management of Smart field units
- Multi-carrier logistic support
- End-Customer complaint and escalation management
- IT integration with unified communication and production ERP/MRP/Service systems
