Delivering Streamlined Global Support Solutions on Behalf of Technical Product Manufacturers
Delivering Streamlined Global Support Solutions on Behalf of Technical Product Manufacturers
Giving Your Customers What They Need
For over 20 years, Source Support Services has been executing world-class field services across the globe through our team of expertly-trained people, quality-driven processes, and proprietary technology. We leverage our revolutionary network of field service professionals, Source Techworks, to provide original equipment manufacturers field service & technical support to their most mission-critical technologies. Whether it’s a leading AI & HPC data center, a trauma hospital, research laboratory, or automated manufacturing site, we ensure OEMs can meet customer needs anytime, anywhere.
Consistent, High Quality, and Comprehensive Field Services
Our goal is to provide a flexible and scalable end-to-end service solution that is teammate driven, customer motivated, and hyper-fixated on quality, enabling us to streamline the service delivery experience and deliver best-in-class performance every time. Source Support revolutionizes field service management and field service delivery through people, processes and technology.
On-Demand
Variable workforce of local, certified technicians
World Class
Consistently meeting or exceeding 98% SLA Achievement and 95% Customer Satisfaction
Ever Present
24x7x365 support coverage with a global reach
Global
Delivering worldwide, comprehensive support solutions
People
Both, inside and outside the walls of our headquarters in Atlanta, Georgia, Source Supports people are providing expert services, 24/7/365 to our customers and their customers, no matter where in the world they are.
Processes
In order to deliver consistent, high quality field services Source Support collaborates with our OEM customers to carefully develop service delivery processes to fit the exact requirements of their products and customers.
Technology
Delivering field services has never been more complex than it is today. Source Support’s proprietary technology makes it easier than ever before to manage the many disparate elements required to deliver an efficient and impactful end-to-end field service solution.
Our Global Support Services
Onsite Services
Whether it’s repair, preventative maintenance, installation, or providing upgrades/updates, we’ve got you covered. Our field engineering network provides onsite support in over 120 countries around the world 24 hours a day, 7 days a week, 365 days a year.
Field Service Management
Our comprehensive field service management capabilities include service readiness and delivery, document compliance, case management, troubleshooting, and documentation all wrapped into a single platform, Source Central.
Remediation & Recall Services
Mitigate the effects of a recall on your business and its impact on patients with a global network of field service resources that enable rapid scalability while adhering to stringent quality standards.
Parts Logistics
Through our Atlanta based distribution center, a strong partner network, and forward stocking locations around the world, we can provide comprehensive parts logistics solutions to solve your parts logistics challenges.
Bringing Our Network to Your Industry
Source Techworks brings you a global network of experienced & certified professional Field Engineers with expertise in Information Technologies, Life Sciences, and Industrial Automation.
Information Technologies
In a world that is increasingly driven by AI and advanced computing, ensuring your IT infrastructure is operating at full capacity is imperative for success. Source Support has extensive experience delivering critical onsite services around the clock for HPC & AI and hyperscale datacenter environments all over the world. Through our years of experience and advanced computing expertise, Source Support enables organizations to successfully implement and support HPC, AI and critical IT infrastructure solutions that keep them at the forefront of the technological revolution.
Life Sciences
Doctors, nurses, and medical professionals work around the clock to diagnose diseases, treat patients, and save lives. Source Support works around the clock to ensure that the advanced medical and laboratory technologies they need to do their jobs are always working, all the time. To ensure these devices function optimally at all times, Source Support leverages a skilled and experienced field service team that is essential to providing 24/7/365 support to medical and laboratory equipment OEMs all over the world.
Industrial Automation
Delays and shutdowns caused by equipment downtime in the industrial automation industry can cost manufacturers millions of dollars and cause a litany of issues far beyond the factory floor. The ever-increasing digitalization of industrial equipment has also drastically changed how OEMs deliver field services. Augmenting your existing service organization with Source Support enables industrial equipment OEMs to become more agile, ensuring your customers’ equipment is up and running with minimal disruption to their operations.
The Source Difference
Variable Global Field Engineer Workforce
Source Supports revolutionary Field Engineer network, Source Techworks, uses both independent contractors and field engineers employed by Source Support to perform onsite support to end-users in over 120 countries around the world. Our variable model drives cost efficiency and scalability that enables our OEM customers to maximize the skills and utilization of their current service organization while strategically augmenting their service delivery capabilities to increase KPI achievement in Quality, Customer Satisfaction, and Service Level Achievement.
Learn More About Source Techworks and our Variable Field Service Workforce →
Scalable Field Engineer Management and Service Solutions
In order to deliver impactful solutions that drive customer success, it is imperative to have a robust field service management solution capable of providing the right combination of real-time communication, detailed case documentation, intelligent resource planning, and expert technical knowledge. Source Support’s proprietary ways of working drive consistency, accuracy, transparency and efficiency to every step of your field service process in a way that allows us to seamlessly scale up or down to meet your current business demands.
Learn More About How Source Support’s Field Service Management Solution and Onsite Services Can Help Your Service Team Today →
Powerful Automation to Drive Effective and Efficient Case Management
Leveraging intelligent automation is critical to gaining efficiency and clawing back time that your team spends on the administrative elements of delivering field services to your end-users. Source Supports proprietary, end-to-end case management platform Source Central consolidates case details, documentation, and process into a single easy to use platform. It also enables our 24/7/365 Support Operations Center to manage service events on your behalf while providing complete and total transparency as if your team were completing the work yourself.
Certified Quality Management System Delivers Consistent Results, Documentation and Regulatory Compliance
Source Support prides itself on being able to consistently meet and exceed quality expectations. As an ISO 9001:2015 certified organization, our Quality Management System is designed to ensure that every step of every process is done right to guarantee the outcomes your end-users expect. Because of intelligent automation within our Source Central System paired with effective communication between the onsite resource, Source Support, and our OEM partner, we deliver consistent, accurate, and comprehensive documentation. We are fully committed to ensuring customer satisfaction at every onsite event, as well as regulatory compliance and data security at all times.
Solution-Based Innovation
Source Support’s proprietary innovations combine to deliver efficiency, transparency, and exceptional service outcomes.
Managing field service events while meeting lofty customer demands is a complicated task. There are many disparate elements that need to be harmonized in order to consistently deliver world class service to your customers. Source Central is a fully integrated, totally transparent service management platform that enables you to track service events via real-time case management & progression, documentation & case comments, and all the KPI’s your organization uses to measure success.
As workforce trends continue to change, maintaining a fully trained, highly experienced customer service focused field service team has become a challenge for organizations across industries and all over the world. On top of that, installation bases have become more spread-out meaning supply chains, field service resources, and travel budgets are stretched thin. Source Techworks is a variable field service network of over 12,000 field engineers in 120+ countries around the world. Utilizing Source Techworks enables OEM’s access to local, trained & certified technical resources wherever your installation base is.
Delivering, tracking and providing continuous education is a critical element of field service delivery. Whether it’s training our field service resources on your products or a new upgrade/update that is being deployed, the Source Academy learning management system allows us to develop, deliver and track the training and certification of your augmented field service support team.
