Telephone Technical Assistance
The Technical Assistance Services department includes eleven people. Ten people provide telephone/email/fax technical assistance and training. One person provides support as a training coordinator. In 2009 Technical Assistance Service handled approximately 15,000 calls. Calls are answered from 6:00 A.M. to 5:00 P.M. local time with a response time of 15 minutes.
We support the following Gambro equipment
- Phoenix
- Prismaflex
- Prisma
- CWP (Central Water Plant) RO
- Water Pre-treatment - blending valves, softner, carbon tanks, multimedia tanks, timer heads on the tanks
- Water Post treatment - dialysis loop, reuse, ultrafilters, UV lamps, chase boxes
- 23G RO
- WRO300
- WR95
- Exalis
- CentryNet
- Mars
Technical Training
We provide technical training seminars for all of the above equipment that teaches service reps, biomedical engineers, and technicians how to maintain, troubleshoot and repair equipment. Our training center encompasses 4 classrooms where both theory of operation, hands on labs, and preventive maintenance and troubleshooting are taught. We utilize both the CWP and 23G Reverse Osmosis machines for the treated water supply to the training rooms just like in a dialysis clinic. We also utilize the CWP and 23G machines for the service training classes on this equipment. Maximum class size for Phoenix is 16 attendees, 12 for CWP, and 8-10 for Prismaflex. Technical Assistance Services service training encompasses approximately 48 weeks out of the year.
Technical Update Articles
Technical Assistance Services write articles that help clarify service newsletters that are released from our overseas manufacturers. Since each area is responsible for their own markets, and our manufacturers publish information that applies to the entire world, changes need to be made so that the information is applicable to the US market. This takes the form of a technical update article. Other technical update articles are written that will assist the biomedical technician in troubleshooting the machines. Others have a procedural focus, or announcement a new spare part. These articles are then emailed to a distribution list plus get posted on the technical website.
Support Tools
Along with the Technical Update Articles, the Technical Assistance Services also produce support tools in the form of training CDs and DVDs. These technical CDs and DVDs are designed to help Gambro trained technicians understand and troubleshoot machines. Content is conveyed using animations, interactive interfaces and movies. We currently have three CDs, that were released in 2009, and will be releasing three every year.
Manufacturing Support
Technical Assistance Services assists the manufacturer when there are clinical trials for enhancements in equipment or when new equipment is released. We are involved with writing procedures, validating procedures and testing. Other activities included are service manual reviews, preventive maintenance procedure modifications, spare part installation instructions, train the trainer program editing, installation procedures and any other field issues that may arise.
Spare Parts Support
The Technical Assistance Services group receives customer requests for creation of new spare parts. The group tracks customer requests for spare parts through feedback from quality. This action is accomplished by working with US quality group and our European colleagues. We also verify that when new parts are released, current inventory is checked to determine if old components can still be used. The Technical Assistance Services group created the Phoenix spare parts book, keeps it updated, and publishes it on the website. Other equipment spare parts information such as the WRO 300, CWP, and Prismaflex is kept current and parts information is published on the website. Technical Updates are published to announce new spare parts when there is inventory in the United States.