Our Technical Support team includes Technical and Clinical expertise to ensure all your device and procedure related needs are fully addressed. With Customer Care Centers strategically located in Ireland, California, and Singapore, you, our customer, can access global 24-hour, 7 day a week technical service. This unique "Follow the Sun" methodology supports our goal to provide you with exceptional service experiences.
Each AMO Customer Care Center is staffed with highly trained and certified Technical Support Specialists (TSS), which is the first response team for our customers. Our TSS’s consist of selected product engineers that undergo continuous training in order to maintain a solid foundation of knowledge on new technologies and product improvements. With expert understanding of technologies that support AMO products, our specialists utilize advanced diagnostic capabilities to expeditiously resolve your concerns over the phone.
The goal of the Technical Support team is to evaluate and resolve each unique situation as quickly and effectively as possible. The TSS will diagnose each situation through asking questions, providing basic troubleshooting, or dispatching a Field Service Engineer (FSE). As a team, we aim to maximize the system up-time of each device.
The Escalation Management Process
The AMO Escalation Management Process ensures timely responsiveness to complex technical support issues. To support customer-facing Field Service Engineers and Clinical Development Specialists, we have developed a second support level that is staffed with senior engineers and clinical specialists who are experts in their respective product lines. This extensive network of remotely based Regional Technical Support Engineers and Regional Clinical Support Specialists works hand in hand with the local AMO team to provide higher level technical solutions and to optimize clinical outcomes. At the highest level, we provide a support team at our corporate headquarters. This team works closely with Manufacturing and R&D Engineering in the resolution of complex hardware and software issues.
The Technical Support Team and Escalation Management Process are part of our offering of superior service solutions for our customers.