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HAAG-STREIT UK SERVICE DIVISION Why trust any other service provider with your gold-standard equipment?

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HAAG-STREIT UK SERVICE DIVISION Why trust any other service provider with your gold-standard equipment? A SERVICE PROVIDER THAT YOU CAN TRUST The Haag-Streit UK Service Division Committed to the
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HAAG-STREIT UK SERVICE DIVISION Why trust any other service provider with your gold-standard equipment? 02 03 A SERVICE PROVIDER THAT YOU CAN TRUST The Haag-Streit UK Service Division Committed to the critical area of service & support Haag-Streit UK (HS-UK) designs, manufactures and sells a complete line of optometry, orthoptic and ophthalmic equipment and maintains exclusive distributorships for leading brands, such as; Haag-Streit Diagnostics, Clement Clarke Ophthalmic, CenterVue, Optovue, Ellex Medical Lasers and Haag-Streit Surgical GmbH. All HS-UK products are backed by the highest-level of customer service and support. The HS-UK Service Division Established for more than 30 years, our Service Division is committed to the critical area of maintenance and support. Constantly improving upon the levels of service and repair, we always strive to give you full peace-of-mind. HS-UK is a name you can trust, from the quality equipment that you purchase from us, through to the post-sales support you receive with one of our service contracts. 02 Why do I need a service contract? At HS-UK we understand how important it is for your clinic or practice to run seamlessly, with no interruption to your service. Whilst we are proud to say that our products are the gold-standard, service issues can still arise, which may lead to your equipment needing to be repaired by an expert. With the demands on NHS and private hospital eye clinics and Opticians ever-increasing, and the need to limit equipment down-time, it is vital that you have a trusted service provider that you can call the minute you identify any performance-issues. We understand that, as well as causing inconvenience to patients, equipment down-time can cost you both time and money. Why HS-UK? The Haag-Streit brand is synonymous with excellence. We aim to deliver this in all aspects of our organisation, from the gold-standard products we deliver, to the post-sales service and support we provide. GENUINE MANUFACTURER SPARES HELD Our team of Field Service Engineers are supported by an experienced inhouse Service Team, based at our Service Division in Harlow, Essex. This purpose-built facility boasts fully-equipped workshops containing state-of-the-art testing equipment including; specialised manufacturer diagnostic tools and jigs. We hold over 500,000 worth of genuine manu facturer spares in our fullyequipped workshops. In addition, our Field Service Engineers carry with them a full range of spares and diagnostic equipment. We offer a dedicated service support helpline, which is open Monday-Friday, 9am-5pm. Your call will be answered by our team of friendly help desk staff at our UK-based call centre. Here your call will be logged on our specialist service software system and transferred straight through to a member of our team of technical service experts. Accreditations & staff training The HS-UK Service Division is BSI/ISO9001 accredited, as well as having the Medical Device Directive 93/42/EEC Certification and FDA 21 CFR Part 820. UK-BASED CALL CENTRE We act as the sole UK authorised service agent for Haag-Streit Diagnostics and Haag-Streit Group companies, such as Haag-Streit Surgical GmbH and Clement Clarke Ophthalmic, as well as manufacturer partners such as; Ellex Medical Lasers and CenterVue. We are also official service agents for Worldwide brands such as; Optovue, Eyecap/Eyesuite and Welch Allyn. All HS-UK Service Engineers are authorised to service equipment from the above manufacturers. The HS-UK Service Division is committed to providing on-going development programmes for our Service Engineers to ensure they provide you with the highest level of service. They regularly receive update training from the manufacturers of the products we distribute, as well as in-house training on our own Haag-Streit and Clement Clarke Ophthalmic products. ON-GOING ENGINEER DEVELOPMENT PROGRAMME 03 04 05 CHOOSE GOLD, SILVER OR BRONZE FOR FULL PEACE-OF-MIND HS-UK Service Contracts Which service contract is right for you? We offer three standard service contracts; Gold, Silver and Bronze. Each service contract is designed to give you full peace-of-mind and the different levels allow you to choose the option which is right for you. Rapid-response to call-outs Gold, Silver and Bronze contracts all benefit from our rapid-response to call-outs. Also included in all three standard contracts is full use of our service support helpline and access to our call-centre help desk, where your call will be immediately logged and your service issue dealt with quickly and professionally. All standard contracts also benefit from an annual service visit. Our Field Service Engineers will visit your premises and undertake a full inspection and service of the equipment covered by your contract. Mix-and-match Gold, Silver or Bronze contracts Instruments can be covered by different types of contracts and you can mix and match Gold, Silver and Bronze, down to specific individual equipment items. 04 A partnership When you take out an HS-UK service contract you enter into a partnership with us. We aim to give you unparalleled personal service, thus each Field Service Engineer oversees his/her own UK geographical region, meaning that you will see the same Service Engineer every time. Below is an at-a-glance table which details the different service contracts and what elements they include. Choose from Gold, Silver or Bronze Annual service visit Gold Silver Bronze Free service call-outs* Rapid-response to call-outs Access to UK call-centre help desk SERVICE SUPPORT HELPLINE MANNED BY FRIENDLY STAFF Free upgrades to current build software Free upgrades to new version software Temporary loan units** Return courier costs covered Inclusive of cost of parts Chargeable items invoiced after service visits Tonometer calibration checks (with associated slit lamp) First-line user training Genuine manufacturer parts * Maximum of 3 visits per year ** Where available Our rapid-response promise If you report your equipment as broken down or faulty, you will receive a call from your local Service Engineer arranging a convenient time to visit and repair your instruments. You will receive this response within four hours of you reporting any performance issues. FIELD ENGINEERS CARRY OUT ANNUAL SERVICE VISITS Bespoke contracts available We can tailor a bespoke contract for you so that it meets your organisation or department s individual needs. If you have equipment which is not covered, or you would prefer not to be covered by a maintenance contract, we can still help. We will inspect and repair your equipment on an ad-hoc basis, for a one-off charge. FIELD STAFF SUPPORTED BY WORKSHOP-BASED ENGINEERS 05 06 07 FLEXIBLE OPTIONS OUTSIDE THE STANDARD CONTRACT HS-UK Service Division We enjoy going that extra mile The HS-UK Service Division goes that extra mile to ensure that you get the best possible service and support. Pre-sales consultancy We offer a variety of pre-sales assistance, including; a free audit of your current equipment and a full site survey to ensure that your equipment is delivered and installed without a hitch. Pre-delivery inspection When you purchase equipment from Haag-Streit UK our engineers carry out a full pre-delivery inspection, testing the equipment to reduce the risk of any faults upon delivery. Flexible payment plans As well as our standard Gold, Silver and Bronze annual contracts, we offer substantial multi-year discount incentives. We also have a variety of flexible payment options to ensure that our customers can pay in a way which suits them. 06 Additional chargeable services As well as what is covered by the Gold, Silver and Bronze contract options, we also offer a number of additional chargeable services, including; bespoke installation, IT services, equipment audits, equipment relocation, first-line user maintenance training, PAT testing and a comprehensive out-of hours offering. Bespoke installation We can assemble and install your instruments on a bespoke basis to match your existing furniture and meet your specific needs. We will ensure that all is recalibrated and your equipment is in perfect working order before we leave. IT services As the need for increased levels of patient data security becomes ever more paramount, our IT Services Dept is on hand to offer advice and assistance with data transfer from local installations to network servers. We offer a choice of options, tailored to suit your individual requirements. OUT-OF-HOURS SERVICE AVAILABLE FOR EMERGENCIES Equipment audits Our Engineers are happy to carry out a full equipment inspection and provide a comprehensive report detailing the general condition of equipment and repair or upgrade, where required. Equipment relocation If you need to relocate your equipment then we are here to help that process run as smoothly as possible. We can help you uninstall the equipment, ensure it is assembled efficiently, recalibrate it, and run a complete system check to ensure it is working perfectly in its new location. First-line user maintenance training We offer first-line user maintenance training (including the replacement of consumables and equipment housekeeping ) to ensure that your staff are confident that they understand how to keep the equipment in tip-top condition in-between service visits. Loan stock offering If your equipment cannot be repaired quickly on-site, subject to which contract you choose, HS-UK offers loan equipment* to enable you to carry on providing a normal service for your patients. AD-HOC SERVICE CONTRACTS AVAILABLE PAT testing We can carry out PAT testing on site, on any equipment, as an additional service. If your faulty equipment is covered by an existing HS-UK service contract and needs to be returned to our workshop, the repair includes full PAT testing, as standard. Out-of-hours offering We appreciate that you will often work outside of office hours. If you have an emergency break-down during the evening, over a weekend or on a Bank Holiday, our Engineers are on stand-by, ready to swiftly repair your equipment. * Where applicable HS-UK SERVICE MANAGER DEALS WITH ANY ESCALATED ISSUES 07 Why partner with us? Comprehensive standard and ad-hoc service contracts, experienced and fully-trained field and in-house Service Engineers, a dedicated service helpline and a UK-based call-centre, manned by our friendly Help Desk Team. There are many reasons why our valued Customers choose the HS-UK Service Division to service and repair their ophthalmic, orthoptic and optometry equipment. If you wish to find out more, simply telephone (01279) , or we would be delighted to discuss your requirements. HS-UK SERVICE DIVISION Edinburgh Way Harlow Essex CM20 2TT Phone (01279) HAAG-STREIT UK 2015 E & OE /ISSUE 3/July 2015
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