How we support technicians in the process

Our service does not stop after the sale of a product. Our commitment to our customers, especially the service technicians, who are essential in the installation and maintenance of our medical devices, is central to our service. It is very important to us that the installers are knowledgeable about the operation of the medical device or spare part and that we can be reached when assistance is needed with maintenance or installation.

Clear product manuals

We ensure that technicians are fully equipped with the necessary knowledge to optimally install and maintain our products. For more complex products, we provide detailed manuals and instructions. These manuals cover everything from installation procedures to specific warnings the technician needs to know to safely operate the equipment. In this way, we ensure that all procedures go according to protocol. For products such as cable assemblies, we provide additional instructions that are essential to the proper replacement and operation of the parts. In addition, many parts are plug-and-play, which means no additional instructions are needed.

Same procedure as an OEM product

In addition, we make sure that a spare part from MSP Medical can be replaced in the same way as an original spare part from an OEM, which ensures that mechanics do not have to deviate from standard procedure. For example, if an OEM spare part comes with a Phillips head screw, we make sure our product also comes with a Phillips head screw. This way, the same procedure and required tools can be maintained and we keep it as consistent as possible.

Available on multiple channels, also on location

An important aspect of our service is availability and support. Whether by phone, email, WhatsApp or video call, service technicians can always count on support from MSP Medical. This allows for quick and effective communication, ensuring that any issues are addressed and resolved quickly and that care for the patient can continue. Recently, we helped a technician who experienced a malfunction with a shower chair. Through video calling, we were able to guide the technician through the process of identifying and resolving the problem by providing step-by-step instructions for resetting the device. This quick and immediate remote assistance minimizes device downtime and gets the device back up and running quickly.

Also, if customers call to replace a part but they don't have all the information complete, we dive into the appliance's parts list. We ask what specific version the spare part is needed for, so we send the right spare part at once. This saves time for our customers, so they don't have to order another spare part again. In this way, we think with our customers in every situation to support them as best we can in their service and maintenance work.

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