Customer Experience (CX) Services
Great experiences are shared. That’s why our Customer Experience Team is here to ensure your material handling investments are backed by best-in-class services. Our in house team provides 24x7 technical support, spare parts, training, system assessments, field service, resident maintenance, and can even do system modifications and upgrades.
Our goal? To help you reach your operational targets and maximize your system’s lifetime value.
SUPPORT
Resident Maintenance
Finding, training, and retaining skilled technicians for automation is a challenge for operations. Our team can help with staffing, assessments, and operational support to allow you to focus on your core business while we focus on automation. Our resident maintenance services can support you during regular business hours to ensure operational efficiency, take care of OEM-recommended preventative maintenance and spare parts, and provide expert OEM support if a problem occurs. Additionally, our Computerized Maintenance Management System (CMMS) is a software designed to help companies manage maintenance operations, assets, inventory, and additional information to allow your technicians to focus on their responsibilities and ensure tasks are effectively managed.
Technical Support
If your system happens to experience an outage, quick access to knowledgeable, trained support engineers to get your system back to full operations is critical.
Our in-house 24x7 technical support team is just a phone call, email, online form submission, or a chat away. Support is available in two tiers: Basic for operations needing support Monday thru Friday 8AM-5PM Eastern or Total for 24x7 availability.
With a technical support contract, you will have access to the Customer Experience (CX) Portal. The CX Portal allows you to access your Company’s open cases, subscribe to ongoing cases, view work orders, dashboards, and more. It also includes Knowledge Base articles for our most frequently asked support questions.
Parts
The easiest way to avoid unplanned downtime is to have the right parts on hand before you need them. Not sure how many parts or how much to stock? Our dedicated parts specialist can help you develop a recommended spare parts list before your system goes live. Already have a system? If you know what you need, visit Trew’s Part Store for faster, more convenient parts ordering. Not sure what you need? Our experts are ready to help assist with part identification, quotes, and obsolescence assistance. Just give us a call.
Training
Learning how to safely operate, maintain and troubleshoot your material handling system is as important for your success as getting orders out the door. We provide a combination of classroom and hands on training prior to system turnover, as well as refresher courses to keep your staffs’ skills fresh. Each course is customized to your systems’ content and is taught by experienced material handling technicians.
Assessments
As systems age and experience normal wear and tear, its sometimes difficult to operate them reliably and with a predictable budget. Regular assessments are valuable resource planning and downtime avoidance tools. Our experienced assessors provide a thorough examination of all critical components in your system, delivering a preliminary finding report prior to leaving your site. We will later follow up with a thorough assessment report to help you with lifecycle and maintenance planning.
Modifications & Upgrades
One thing we know for certain is that business changes. Over time, as operational objectives and strategies change, modifications will be needed to your material handling system to solve the new challenges. As technology improves, upgrades become available to help reduce costs, energy usage and to avoid obsolescence. Our Mods & Upgrades Team can help with system operation, software, controls and hardware technology to grow with you as your needs change.
Field Service
It’s difficult to find and retain skilled, experienced technicians. Trew can help eliminate that concern. Trew has a team of expert service technicians with decades of material handling experience available to tackle projects.
Our field services can assist with T&M projects, scheduled preventive maintenance, onsite peak support, emergency dispatch, and regionalized resources for quick response.
With Trew’s Field Services, you gain a reliable partner committed to maximizing uptime, minimizing disruptions, and delivering consistent performance across your systems