Equipment Support Services
The total package of services for effective Service delivery & Operations
Laboratory Optimization Services
Customer Centric Delivery Model
Services Portfolioa complete portfolio of service solutions
On-site Support Servicesdelivered by true service professionals
CSA’s roots are in delivering on-site field service. Our nationwide team of field service engineers not only have a high degree of technical competence but also possess excellent soft skills that enable them to create positive outcomes with even the most demanding customers.
They’re thoroughly trained and equipped with the latest tools, technology and resources required to efficiently resolve customer problems. And unlike other field service outsourcing providers, we don’t use contracted labor. Our service engineers are full-time CSA employees.
Call Center Servicesaround the clock professional support
There is no need to establish your own staff, buy your own equipment and worry about telephone service reliability. We'll take care of all that for you. You just need to provide us with the applicable information and the key indicators of situations that call for more in-depth resolution assistance and we it take from there. This enables you to eliminate call center staffing, training and management investments. We are also transparent to your customers - we are your call center.
remote technical support
CSA's remote technical support engineers have worked with some of the leading technology companies and understands their challenges. They know the technical support environment and how to provide customers with the service they expect.
Our support professionals use ingenuity and resourcefulness to solve complex problems to get your customers problems resolved fast. Our knowledgeable, trained support professionals are dedicated to learning how your products work and function inside and out enabling them to provide quick, thorough assistance to your customers.
CSA offers around the clock tier one and tier two technical support, remote monitoring and problem resolution. We help reduce total-cost-of-ownership for your end customers, by providing comprehensive remote support solutions for complex technical problems.
Logistics Management Servicesaccurate inventory levels and parts delivery & returns tracking
Our Logistics Management Solutions are divided into three functional categories. These are supply chain, inventory management and reverse supply chain. Our solution supports all warehousing strategies; centralized, regional, repair depot stock, customer-site inventories and field technicians’ mobile inventories.
SERVICE PARTS SUPPLY CHAIN
Our end-to-end solution helps ensure careful tracking of parts in the warehouse and in trunk stock to ensure we know where parts are at all times. Our service management system provides visibility into trunk stock during the scheduling process and ensures that the right engineer with the right parts is dispatched in the first place, thereby increasing first-time fix rates. In addition, trigger-based parts auto-replenishment features minimize overstocking while simultaneously preventing stock “run outs,” ensuring optimal inventory levels that service engineers can rely on for their parts requisitions.
REVERSE SUPPLY CHAIN
Returns represent one of the most logistically challenging processes in the service chain. For organizations in industries with large volumes and complex service networks, the challenge is even more daunting. How do you optimize the process when multiple repair centers, depots and suppliers are all involved? Our solution utilizes complex routing rules to automatically speed and track returns through multiple depots and locations.
Managing inventory is a constant balancing act. Carry too little inventory and you risk losing revenue opportunities and disappointing customers who can’t get the part or product they need. Carry too much inventory and your company is hit with costly write-downs. Our solution helps you maintain optimal inventory levels. Our inventory management capabilities enables users to manage the inventory locations, inventory updates and stock history for all types of locations from warehouses, depot repair facilities, trunk stock or any other virtual inventory locations. Real-time inventory updates ensures that your inventory is up-to-date, accurate and audited thereby minimizing inventory leakage and write-downs.
Depot Repair ServicesFAST, HIGH‐QUALITY REPAIR SERVICES
CSA’s Depot Services help companies maximize the life of their assets and effectively manage repair costs. For equipment that can be shipped to one of our Depot Service Center, our expert service team will make it a priority to clean, repair, and test your equipment to ensure optimal performance levels and meets all manufacturers specifications. We maintain regional locations where equipment and components are returned from the field and repaired, maintained, reworked, refurbished and/or receive further disposition. After repair, all components are functionally tested and shipped on time with a QA report to ensure the highest quality of service and customer satisfaction.
Our Services include:
We have three regional ISO 9001 & ISO 13485 certified depot repair facilities that operate under strict quality standards. Our repair/refurbish depot capabilities are augmented by our spare parts logistics capabilities, ensuring that our depot repair technicians always have the parts they need, no matter how scarce or in demand they are.
Training & Education Serviceseducational services that are tailored to meet your needs
Effective Education is a vital component to the overall customer experience. A challenge that many organizations face is having adequate education resources to effectively meet training demands, especially during peak sales cycles. Furthermore, the travel demands put on education resources can often lead to burnout and attrition. CSA's end-user education services provide on-site technical and operational education that ensures that your customers gain the skills and knowledge essential in maximizing their investment in your products. CSA has a proven track record with recruiting & retaining top talent and critical skills for the technology sectors we serve. Our professional educators possess the credentials, training skills and experience that ensures a “best in class” training experience.
Providing high-tech technical classroom training can be an expensive investment due to the cost associated with classroom space, training staff, materials, tools and equipment. CSA's technical training services can save your organization time and money. Our state of the art technical training facility is equipped with the common tools and equipment required to deliver training for most technical products within the industries we serve. Our technical training staff will work with you to create a customized curriculum designed around your products.
We provide affordable innovative e-learning solutions that help companies transfer critical knowledge from those who have it, to those who need it. We develop custom e-learning course-ware including web-based training, computer-based training and instructor-led training materials for clients. And should you need to track and organize your training initiatives, we offer an affordable hosted Learning Management System that serves as a perfect complement to our custom training development services.
Cellular Connectivity Servicessecure M2M remote monitoring solutions
CSA’s Cellular Connectivity Services equips your equipment with a high-speed wireless cellular networking capability as an alternative to more expensive Wi-Fi or wired Ethernet networks. We provide a cost-effective way to remotely monitor your end points by eliminating the burden of setting up and supporting wired or Wi-Fi networks.
Our Solution is Designed to:
Our cellular wireless expertise combined with our strategic partnerships with the top equipment vendors and leading wireless carriers offers the most optimal solution for remotely monitoring and managing various types of electronic equipment. Our experts work with you to determine the ideal hardware to ensure optimal performance based on the application, environment and geographical locations of your equipment. Our services include all required hardware, installation, configuration and wireless carrier agreements.
We Match the Right Hardware for the Application & Environment
We help identify the optimum hardware components needed based on the application and physical environment. Our experience in integrating wireless devices across a wide variety of applications ensures that you’ll have the right hardware to optimally match your hardware requirements.
We Manage the Wireless Carrier Relationship
We have partnership agreements with the leading wireless carriers which enables us to provide excellent rates and carrier support. Our experience with the carrier networks and processes allows for quick device activation and troubleshooting should a problem arise.
We Conduct Site Surveys to Identify Coverage Gaps
Determining the carrier network provides the best coverage for your location and application is important. We provide you with solid data in order to make the best possible decision. We utilize coverage analysis tools that generate a heat map showing any coverage gaps and provide the necessary hardware to ensure seamless coverage.
We Configure & Install
We provide pretested, configured and activated devices specific to your application needs which helps ensure a smooth deployment. We assign a Certified Project Manager who works with you to develop a detailed project plan. This plan ensures our technicians have a thorough understanding of your requirements, including technical scope, scheduling parameters, site survey requirements, presite planning and on-site installation requirements.
We Remotely Monitor & Manage
We utilize a modern cloud based technology to track, control, configure, monitor and service different electronic devices. The information collected from these devices is utilized to manage the operations of the organization and achieve tangible benefits, such as improvements in efficiency, productivity, asset utilization and customer satisfaction.
Installation Servicescomplete solutions to install and configure your equipment
Successful installations are dependent upon a high level of collaboration and communication with the client. Our installation teams work closely with you to ensure an efficient and cost effective installation with the goal of reducing your time-to-market intervals and delivering long-term cost savings. For more complex installations, we assign a Certified Project Manager who works with you to develop a detailed project plan. This plan ensures our installation specialists have a thorough understanding of your requirements, including technical scope, scheduling parameters, site survey requirements, pre-site planning and on-site installation requirements of the project. The end result is a successful installation, which ensures that your products are operational as scheduled.
Project Management Servicesdelivered by certified project managers
CSA also offers a wide range of project management consulting services to manage projects, for short-term and long-term engagements. Our project managers are highly qualified and have significant experience managing and completing projects on-schedule and within budget.
Partnered Servicesserving customers on behalf of our clients
Other benefits include:
- Having resources available to manage unpredictable spikes in service demand due to product recalls/upgrades
- Having resources available to meet the demand for revenue recognition and fulfilling installation timeline commitments when there’s a positive spike in product sales
- The ability to increase the geographic service coverage area when products are sold in low density areas
- The capability to transform service from a cost center to a profit center by increasing service product offerings and lowering field service labor and travel costs
We Create Loyal Customers
The key to growing a successful business over the long term is customer loyalty. Without loyal customers a business will eventually wither away and die. Great products can create customers, but it's excellent service that creates loyal customers. We're experts at delivering high quality service solutions that create and maintain customer loyalty. Our Customer Centric Service Delivery Model serves as the foundation of our ability to consistently deliver excellent service at an affordable price.
We Transform Service Into a Business Growth Engine
Some businesses treat service as a necessary evil and the cost of doing business. They view service as a cost center. However, we see service as a profit center that, if done right, can generate revenue and create loyal customers. We've helped many companies use service as a strategic growth engine that ensures long term business growth. We provide expert consultation and guidance to help our clients make this transformation.
We Eliminate all the Risk
It takes a significant investment for a business to create its' own service organization. And along with the investment comes a lot responsibility, hassle and financial risk due fluctuating cost and workload demand. Our fixed pricing model enables our clients to know their service delivery cost down to the penny. Being able to accurately predict service delivery cost results in simplified budgeting, predictable margins and elimination of all the risk.
To learn more about CSA's Partnered Services visit www.csa-service.com.
Laboratory Optimization Servicesenabling the modern laboratory
Multi-Vendor Laboratory Instrument Services | Insure Laboratory Productivity and Quality
Instrumentation and equipment problems drag down lab productivity and divert lab staff from their core responsibilities. Protect these capital investments with CSA Service Support and ensure the reliability of your laboratory. We offer multi-vendor instrument services for chemical and biological laboratories that are OEM-equivalent and customized to your unique requirements – at significantly reduced prices. Keeping your instrumentation in optimal condition means more consistent results, less downtime and more productive laboratory operations.
Asset Management Solutions for the Laboratory | Life Cycle Management for Multi-Vendor Facilities
Laboratories are constantly asked to do more while simultaneously reducing their budget and maintaining the same level of quality. CSA Soliance offers customized Asset Management Programs and integrated services that reduce the Total Cost of Ownership of laboratory assets while ensuring reliability and quality. Our practical, science-based solutions enable scientists to pursue their work free of the worries and distractions of asset lifecycle reliability.
GMP Compliance Solutions for the Laboratory | Laboratory Focused Compliance Services
Our approach to laboratory compliance is built upon our strengths in the field of analytical instrumentation and validation testing. Combined with our knowledge of GMP requirements and standard industry practices, we offer the most efficient, high-quality, yet cost effective laboratory compliance services in the industry. We offer a wide range of validation and supporting services that incorporate your laboratory’s unique needs.
Our Service Delivery Modelwe put our customers in the center of everything that we do
Having the right systems in place is important, but it's our associates who deliver our services that are vital to our success. Excellent service requires excellent people. Our philosophy is simple…hire the best people, equip them with what they need to succeed and instill in them a core ideology based on trust, respect, contribution and achievement. Our advanced systems combined with our professional customer focused workforce and our service based culture is what makes CSA the industry benchmark for delivering high quality services.
Our Peoplea team of true professionals
Our 350+ associates are customer service professionals that are the foundation to our success. This is what sets CSA apart from other service providers. We seek out and attract employees that possess the personality traits that are fundamental to delivering exceptional service. These TRAITS define CSA's core values of Trust, Respect, Accountability, Innovation, Teamwork and a Servant Spirit. All CSA employees go through a very thorough on-boarding training program. The end result is service professionals that are competent, reliable, credible, responsive and empathetic.
Our Service Delivery Management System
Service ManagementA System Designed for Efficient Service Delivery
Our Service Delivery Management System provides a 360 degree view to our service teams delivering deep visibility into our entire service delivery operations. The system comprises of a full suite of field service management applications, from contract entitlements to scheduling & workforce optimization, to inventory & parts logistics, cutting edge mobility, and real-time customer and partner web portal access.
Our Quality System
Our Quality SystemA System That Ensures Quality & Consistency
We utilize an advanced quality system that ensures our quality standards and processes that are aligned with our partners. These quality standards represent the range of business practices and processes that are required to deliver the highest quality service and products. We consistently monitor key performance metrics to ensure we have optimized our business processes to drive the highest levels of operational performance and customer satisfaction; and we share these metrics with our partners via our Line of Sight Web Portal.
Our Training System
Our Training SystemA System That Helps Maximize the Potential of Our Talent
Our Advanced Training System empowers our associates with personalized training programs, collaborative learning initiatives and certification paths ensuring that coursework actively addresses specific competency and skill gaps. With a single point of access, the system delivers rich e-Learning experiences, mobile learning, Instructor-Led Training administration, virtual classroom sessions and functional content management. Our system improves employee performance, supports compliance and fosters collaboration within our organization.