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Delivery and Support

TCSJOHNHUXLEY has an extensive logistics operation based at their manufacturing centre in Stoke-on-Trent. Being centrally located in the UK, we are well placed to ensure all orders are delivered to your door, securely and on time. Combined with our logistics partners, we have access to several of the major shipping hubs in the UK for worldwide delivery such as Manchester International Freight centre and Heathrow Freight terminal. Each of which is within 2 hours of our manufacturing centre.

TCSJOHNHUXLEY has the ability to effectively manage spare parts delivery and collection offering full traceability and tracking of orders throughout our state of the art management system, from original order, through to end of life and service contract replacement parts.

Technical Support Centre

The new TCSJOHNHUXLEY European Technical Support Centre opened for operation at the beginning of June 2008. Based at the Stoke-on-Trent complex this new facility forms the headquarters for all European technical support and underlines the company’s commitment to such an important division.

The state-of-the-art facility includes:

A 5,000sq ft repair centre with facilities to enable the repair of all terminal / kiosk peripherals, the testing of systems and individual units alike, dedicated test facilities for core products (ensuring optimal repair) and soak testing to replicate the field environment.

A development facility to enable all Technical Support Specialists to work on the latest products and provide feedback to Product Development and suppliers alike.

A dedicated Service Administration team providing remote diagnostic support and ensuring all Service Level Agreement obligations are met, parts are shipped as required and maintenance reporting completed.

Installations and Refurbishments

Within the Technical Support Centre a number of system refurbishments are undertaken. This can give many well used and tired looking systems a new lease of life without the investment in new equipment. TCSJOHNHUXLEY also have a dedicated Installation Team that operates out of the Technical Support Centre. The team cover installations through Europe on a number of system types.

Service & Support

The Specialists for European Service Support

Cost Effective - Quick Response - Highly Trained Technicians

Wherever in Europe and whatever the equipment you can rest assured knowing that the entire resources of the TCSJOHNHUXLEY European support network are there to provide a first class support operation.

Our European support network ensures that expert help and extensive know-how is always close at hand, with offices situated throughout Europe. This is all underpinned by our computerised central parts facility, and our dedicated network of technical support managers.

Features

24/7 service support
Full European coverage
Total customer commitment
Flexible support options and packages
Cost effective services tailored to client needs
Purpose built technical support centre
Remote diagnostics
Fully certified in-house trainers
Continuous investment in our technical team and development of skills
Innovative support systems
- Reduce response times
- Improve accuracy
- Web based job booking and tracking tools
Monthly Service Level Agreement reporting
Large stock carried with technicians
Strategically located emergency spares
Extensive logistics operation

Benefits

Service Contracts and Extended Warranties

TCSJOHNHUXLEY offer customers a variety of flexible service support solutions. With highly skilled engineer coverage TCSJOHNHUXLEY offer service support across an extensive range of products throughout Europe. Service support contracts are available over a 1, 3 or 5 year period and may be linked to Service Level Agreements wherever required. Any SLA parameters may be tailored specifically to customer requirements. In addition, TCSJOHNHUXLEY also offer Extended Warranties with any new equipment purchases, extending the warranty period up to 3 or 5 years in total.

Call Service Logging

Our latest innovation ‘Call Service Log’ provides customers with an efficient call logging and tracking system. Customers can place service calls via traditional methods or through a dedicated web interface allowing all service engineers to quickly submit an ETA on specific service calls.

Remote Support

With Remote Access to customers’ products, our engineers can connect remotely and automatically obtain detailed information regarding a given technical issue. By utilising Remote Support, many technical issues can be resolved almost immediately.