TST Service Organization Capabilities

Excellence in Action

As the leading multivendor third party equipment repair service provider, TST is organized to deliver quality service for OEM’s, resellers, manufacturers and other service providers.  TST offers its partners the ability to offer onsite and depot repair options on printers, paper handling equipment, roll feed equipment, hand held devices, mobile computers, vehicle mount terminals, data collection devices and barcode scanners.

Since service is our only business, TST has invested in designing our infrastructure and systems to ensure satisfied customers.  TST’s nationwide third party service organization includes a 24 X 7 call center, technical support staff, logistics support team, locally stocked parts, experienced and seasoned management team, and service districts in the United States and Canada. Each service district is staffed with a district service manager and 25 to 30 factory trained Customer Service Engineers.

TST Customer Service Engineers

Our Customer service Engineers (CSE’s) are factory trained and certified in the leading printing and bar-coding technologies as well as paper handling equipment.  Our CSE for each location will carry an ample provision of maintenance materials and will supply all parts required for on-site equipment maintenance. TST CSE’s have an average of 16 years of technical experience and are factory trained and certified. TST is committed to ongoing training programs for its employees to ensure that they are knowledgeable in order to support our customer’s service requirements and has a formal launch process for the release of new equipment by the manufacturers.

Technical Support Specialists

TST’s experienced technical support specialist team provide tier 2 and 3 technical support and are factory trained and certified. They have direct access to our manufacturer’s technical and engineering support to resolve any technical issues quickly.  Each has numerous certifications and is a product expert on a range of vendor lines.

Large Parts Inventory

TST uses the criteria set by the original equipment manufacturer to determine consumable and component parts.  TST will replace any parts on equipment under service if they need to be replaced to make the equipment functional.  Parts will be replaced on an exchange basis only.

TST CSE’s carry a "trunk" inventory of spare components.  The amount of inventory will be based on the customer support requirements.  Typically, inventories are allocated to ensure maximum "first-time-fix" rates.  Inventories are replenished from our logistics operation in Dover, NH.

If a CSE does not have a part in their “trunk” inventory and needs to request one be sent, TST's "Spare-in-the-Air" repair strategy provides overnight-or-sooner replacement of parts. Our comprehensive spares inventory and partnerships with industry-leading manufacturers allow quick turnaround.  The TST Logistics Support Team verifies availability, inventory, shipping, and delivery to ensure customer satisfaction.

Quality Assurance

Every aspect of TST’s organization is committed to superior performance by providing excellence in customer service and accountability to our departmental and company goals.  Various metrics are used daily and monthly to measure and analyze our performance.  If we do not meet the goals, then a corrective action plan is developed and implemented. TST’s senior executive team and management team is committed and involved at all levels with the quality programs and customer service.

TST measures overall performance via key metrics and reporting processes that are built-in to our call management system.  We measure the following key areas:

  • Response Time: track our ability to meet our contracted obligations
  • Escalations: identify potential problems and implement solutions quickly
  • Inventory: control and maximize our efficiency
  • First Time Fix: ensure we meet our customer’s uptime requirements
  • Productivity:  maximize our value to the customer

 TST’s goal is keeping your end users equipment in top working condition, giving them the best performance and uptime.  For more information about how a partnership with TST can complement your business strategy, call us at 800-365-8340 or email is [email protected].

 

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