Services
Field Service Management
Managed Field Services
Source’s managed field services solutions enable our customers to reduce field service management to a single point as Source dispatches and manages our worldwide field service network and logistics processes.
At Source, we are committed to advancing the overall customer experience. One way we achieve this is by reducing touchpoints for our customers wherever possible to streamline their service management involvement. Every service event is managed from cradle to grave by our team of Technical Support Engineers. When a case is logged in our Source Central service platform, our team begins an in-depth troubleshooting and diagnostics assessment, dispatches a field service professional and a replacement part (if applicable), and performs complete end-to-end case management ensuring compliance with the customer’s processes and requirements. This team also serves as an additional source of expertise should field service professionals have questions while on-site.
Source’s team will not only dispatch but also manage the entire on-site engagement on our customer’s behalf. In this way, our customers have a single point of management and visibility for all their field service operations.
Source’s Remote Support Solution Offers:
A global network of trained & certified field support professionals
Field resource dispatch and on-site management from cradle to grave
Single point of management and visibility for all field service operations
Field Service Management Offerings and Capabilities
Field Engineer Management
Source Support maintains a proprietary network of field service resources, leveraging a hybrid model that includes both, on-demand, independent contractors, known as Source Techworks Field Engineers, and full-time Source Support field engineers, known as Enhanced Field Engineers. Our Support Operations Center, located in Lawrenceville, Georgia, provides comprehensive, hands-on management and support to all our field service resources for every onsite event, 24/7/365.
Service Readiness and Delivery
We collaborate with our customers to develop customized, end-to-end field service solutions with well-defined processes that ensure a consistent, quality controlled, world- class service experience. By leveraging industry leading tools, sophisticated project management strategies, detailed documentation, and technology integration, we provide real-time insights and complete transparency throughout the execution of onsite service events.
Document Compliance
We help OEM customers create and maintain accurate, up-to-date product documentation to enhance customer experiences and reduce service call rates. From designing new materials to updating existing templates, we ensure clear, organized guides tailored to each product and process.
Source Central
Source Central integrates people, processes, and technology to provide global support with over 12,000 certified Field Engineers and 24/7 expert-level assistance. With automation and integration tools in a single portal, it enables scalable, professional service delivery, including installations, repairs, and parts management worldwide.
Technical Support
Source offers technical support to assist in troubleshooting, diagnostics, and end-to-end case management for a wide variety of technical OEM products. When a case is logged in our Source Central service platform, our team begins an in-depth troubleshooting and diagnostics assessment to confirm the cause of the failure. Once the diagnosis has been verified, our technical support team may dispatch a replacement part and/or a locally-based field service professional to perform a replacement service on-site. Our technical support team manages and tracks both the part dispatch and the field service professional’s status to ensure we meet customer SLAs, and they also serve as an additional source of expertise in case the field service professional has questions while on-site. After the service event has been successfully completed, our technical support team will manage any necessary part returns, per our asset recovery service.
With integration into Source Central, our customers have access to view and track each case as it is progressing through our Source Central Milestone Technology. This technology provides a visual representation within the Source Central case record of successful completion of individual case milestones, such as field service professional arrival on-site, part arrival, etc. on a timer-based system to ensure that we meet SLA requirements.
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Take the first step toward making sure your equipment is working consistently and effectively for your staff. Contact us to see how we can help you with your support service needs.