Service Readiness and Delivery

The success of an onsite event ultimately depends on the technical resource’s ability to manage service-specific tasks effectively, meet customer and end-user expectations, and fultill the requirements of our OEM customer whom they are representing. Source Support’s Service Readiness and Delivery solutions ensure that every field engineer – regardless of the time of day or glocal location –has all the tools, both technically and practically, to deliver an exceptional onsite experience.

Expectations around customer success can look different depending on the industry, end-user environment, and the equipment the customer has. At Source Support, we embed customer success into our culture. We collaborate closely with our customers to tailor their service delivery solutions so that it meets their unique business needs and exceeds their expectations.

Our Operations team is composed of two core elements, Service Readiness and Service Delivery.

Service Readiness

Successfully completing an onsite service event involves far more than simply arriving, performing the task, and leaving. Source Support’s Service Readiness team plays a critical role in preparing for onsite events, enabling streamlined service delivery while addressing the unique details that distinguish each onsite. This detailed preparation ensures a seamless expereince for every customer.

Elements of Service Readiness can include: 

• Coordinating and scheduling service times with End-users 

• Preparing the technical resources for onsite and reviewing case notes 

• Managing SLA achievement 

• Travel Coordination 

• Project Management 

• And much more… 

Service Delivery

From the moment a field engineer arrives onsite, to the completion of all service tasks, Source Support’s Service Delivery Team remains readily available to provide assistance, ensuring a consistent and high-quality service expereince. Our Support Operations Center, located in Lawrenceville, Georgia, operates 24/7/365 and is staffed with trained & certified technical support engineers. This continuous support ensures that every onsite service event meets the expectations of our customers and their end-users.

Elements of Service Delivery can include: 

• Remote monitoring 

• Troubleshooting & Smart Hands 

• Call center support for end-users 

• Technical support for FE’s onsite 

• Completing and assisting with onsite documentation requirements 

• And much more 

In addition to Service Readiness and Delivery functions, the Support Operations Center also includes teams that are dedicated to Quality Management, Document & Regulatory Compliance, and Global Parts Logistics. In collaboration with one another and with our customers internal service organization, Source Support enables a comprehensive field service solution that ensures quality and consistency from start to finish.