Woodley Service & Technical Support Dave McComas.

Woodley Service & Technical Support

Dave McComas

Summary Technical Support& Servicing Facilities

• In-house Technical Support Department, trained biomedical scientists

• Field based technical support team• Field based service technicians (wet chemistry)• Two fully equipped Service Department’s• Qualified service engineers & service coordinator• Two laboratories• Training facilities

Service Department

Service Laboratory

Technical Support in the UK (Woodley)• 5 Account Managers cover UK• Account Managers trained 1st line technical calls• If unresolved, escalated to Tech Support Dept.• Trained biomedical scientists• Tech Support resolve problem or decide if repair needed• In-house servicing• Service coordinator- collection faulty analyser & delivery of loan if

required• Service Dept. repairs equipment then places ‘on-test’• Repaired equipment sent back to customer and loan collected• Service contracts

Technical Support in the UK (Quantum)• 140 wet chemistry customers in the UK• Mostly Crony IR202 analysers with Synermed reagents• 7 field based service technicians (FST’s)• Set monthly cost depending on volume• Fresh reagents sent weekly• One monthly scheduled PM visit• TLC package• Telephone technical support including evenings and weekends• In house chemistry specialist• In house technical service dept.

Customer Training

• Important!!• Always install epoc• Provide training• Training documents• Better training = fewer

technical calls

Customer Training• Provide bench aids

Managing

Director

Mike Wickham

International Sales Manager

Dave McComas

Marketing Manager

Gillian Harris

Biomedical Technical Manager

Dave McComas

Customer Service Manager

Cath Wooff

Customer Service Team

Technical Support Team

International Sales Manager

Joe Ritter

Special Projects Manager

Rachel Hilton

Distributor Support

Distributor Support• Technical support helpline for distributors:

0044 1204 669033 option 1• Technical support email:

[email protected] • Technical support webpage:

www.woodleyequipment.com/eurovet/support

Distributor Training• International Sales Manager• Distributor training sessions- UK• Support at Congress’s• Website• User meeting

epoc Technical

Support & Servicing

1. Screen Frozen• Soft reset• Like rebooting a

computer • No files deleted• Will not lose saved

records

Common epoc Enquiries

• Hard reset• When soft reset is

ineffective • No files deleted• Will not lose saved

records• Push & hold top two

buttons on PDA, press reset button with stylus

2. Host will not switch on

-Charge battery 4 hours

-Hard reset

-Connector plate attached?

3. Host not connecting to the reader• Host/Reader battery low- recharge• -Out of Bluetooth range (10m)• -Host Bluetooth has been switched off

• Soft reset host, switch reader off/on & reconnect

4. ‘Thermal Check Failures’• Upon connection of host to reader (electronic QC)- Ambient temperature not achieved 15-30oC

• After card inserted & sample injected- PO2 sensor not achieved 37oC within time limit

Reader must at equilibrated temperature- Working outside/stables- Placing reader on warm equipment

5. ‘iQC failure’ messages

• Reader Issues• Host Issues• User Error• Storage Conditions• Card Related

‘iQC failure’ messages

1. iQC Failure during Calibration Cycle

2. iQC failure after sample delivery following successful calibration

3. iQC failure on certain parameters

1. iQC Failure During Calibration Cycle

• Occasional failure (2-3%) not unusual• Analyser just doing its job• Run another card, if OK send replacement• Clinic must send card to distributor• Distributor send cards to Woodley• Replacements sent with next order

• Repeated failures i.e. Cal Fluid Not Detected/Sensor Check/Fluidic Check• ?Contamination on a particular sensor (blood, cal fluid, hair)• Remove reader 24 hours to dry, retry• Open cards just before testing, don’t put on bench• ?Shipping- bubbles

2. iQC failure after sample delivery following successful calibration

• Refer to manual for explanation• ?Technique problem i.e. sample bubbles/

delivery/insufficient/fast- no replacement card

3. iQC failure on certain parameters• ?Sensor fail/contamination/sample bubbles- no

replacement card• Repeated iQC failure refer point #1

How should we manage epoc servicing?• Hold at least one loan epoc in stock• Troubleshoot over telephone• Can’t resolve contact WVD• WVD issue return document• Send customer loan & collect faulty analyser• Send faulty analyser to WVD• WVD issue replacement unit

epoc Warranty• Most suppliers 15 months warranty from sale to distributor• epoc warranty 12 months from point of sale to end user• Distributor must provide WVD on point of sale:

– Date epoc sold– Customer name– Invoice number

epoc extended Warranty• Service contract when warranty period expires• €450 +shipping from WVD • Don’t wait for a breakdown!!• Sign customer at end of warranty period• epoc’s mechanically very reliable• Service revenue

i.e. 20 epoc’s- €650 each = 20 x €200 = €4000 profit

How should we manage g-Pet servicing?• G-Pet has a lifetime warranty• Woodley will supply replacement meters to

distributors- just meter, not accessories• Customer sends meter back to distributor• Distributor assesses problem• If faulty- replacement meter sent

Thank you

Questions?