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Global Services Telephone System

Global Services Telephone System. Presenters Name. Global Services Telephone System in the EMEA region. Trimble Global Services Repair Services & Technical Support groups telephone systems To achieve a

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Global Services Telephone System

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  1. Global Services Telephone System Presenters Name

  2. Global Services Telephone System in the EMEA region • Trimble Global Services Repair Services & Technical Support groups telephone systems • To achieve a • more accurate and faster response time by driving the case to the correct area more efficiently. We have added multiple numbers which may appear to make it more difficult to access Repair Services &Technical Support but in fact our goal is to speed up our answering times by eliminating the multiple contact points prior to reaching the correct personnel.

  3. Accessing the Repair Services telephone system • Handled over a Automatic Call Distribution System • Americas Regional Service Center +1-888-409-2904 • Asia Pacific Regional Service Center +1-720-259-9998 • EAME Service Center +49-7112-2954-460 • China Regional Service Center +4006709659 • The Repair Services email address is: repair_services@trimble.com

  4. Accessing the Repair Services telephone system • If you wish to speak to a Service Technician to get support on your repairs you will be asked to enter your Preferred Service Provider (PSP) ID. • Callers requesting assistance on Warranty Claims will be routed to the Service Administration team directly

  5. Accessing the Repair Services telephone system • How do I find my Preferred Service Provider (PSP) ID ? • As a PSP subscriber you will have received an email as soon as your PSP ID is generated. This email will include all of your PSP Activation Code Details. • If you are still unable to locate your PSP ID please call your Service Center or send an email to repair_services@trimble.com requesting your PSP ID

  6. Accessing the Technical Support telephone system • Construction Technical Support is handled over a Automatic Call Distribution system • Americas +1-888-562-2207 • South America +1-720-439-3727 • EAME +49-7112-2954-462 • Australia +61-7-3188-2999 • New Zealand +64-4-831-9408 • Singapore +65-3158-1419 • China 4006709659

  7. Accessing the Technical Support telephone system • When you contact Technical Support using the telephone system there will be a series of voice prompts and depending on whether your Caller ID is recognized, you may be asked to enter your Trimble issued Company Code • If you don not have a code please contact trimble_support@trimble.com or contact your Trimble representative • Entering your Company Code will help us identify your company

  8. Summary • Access Repair Services by telephone system or by email. More information at: • http://www.trimble.com/Regional-Service-Centers.aspx • Access Technical Support by telephone system or by email. More information at: • http://www.trimble.com/technical-support.aspx

  9. Global Trimble Support & Service Portal Presenters Name

  10. Trimble Support and Service Portal • Support & Services cases can also be submitted using the Support Portal @ http://support.trimble.com • If you do not have a login, please contact trimble_support@trimble.com or contact your Trimble representative

  11. Trimble Support and Service Portal • Warranties - For any inquiry relating to Extended Warranties other than Code Generation • Orders/Returns/Shipping - For any inquiry relating to a sales order, mis-shipment or delivery status • Repair Services - For product repair assistance or manufacturer warranty inquiries • Technical Support - For any technical inquiry that relates to your Trimble product • Code Generation - For any hardware or software option code for either a repair or a product upgrade Used for:

  12. Trimble Support and Service Portal • For online instruction, select Instruction Video at the top right of the page

  13. Creating an SPRT • Login using your company login • Create a Support Request • Will open up the Create Support Ticket form

  14. Create Support Ticket • Company Name populated based on login • Select Contact • Product information

  15. Create Support Ticket – Product Info • Request Type • Serial Number (entering valid SN will auto populate other fields) • Enter software version if known

  16. Create Support Ticket • Ticket Information • Case Summary • Problem Detail • Supporting Files

  17. Create Support Ticket • Click Save to Submit • Confirmation

  18. Thank you

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