In the past, an equipment owner’s natural inclination was to immediately buy an extended warranty or service agreement from the manufacturer after the initial warranty period ran out. Peace of mind frequently came with a hefty price tag. It is quite a different story today, as the customer often has a number of different options to choose from for the service and support of their post-warranty healthcare equipment.
Your organization’s service requirements will help to determine the best option for you and your budget. Research the alternatives to manufacturer service contracts and extended warranties, then consider conducting an interview. A quick internet search will often provide a plethora of service organizations that can support your equipment. It’s your job to determine which organization will provide the best quality service at the right price.
During the interview, you don’t need to ask anything out of the ordinary; but you do need to get down to the nitty gritty. Asking the right questions ahead of time will eliminate any avoidable equipment downtime.
Use the following checklist during the service provider interview process:
Tell me about your organization?
- What types of equipment do you service?
- Are you a Minority/Woman Business Enterprise (M/WBE) or a Historically Underutilized Business (HUD)? Minority owned or underutilized businesses are often overlooked because of small advertising budgets. However, many of these owners are former Original Equipment Manufacturer (OEM) technicians who decided to start their own business. They are worth a second look because they will likely have the experience as well as competitive rates.
- Do you guarantee your work? Always get any promises in writing before signing a contract.
- Is the service provider an OEM authorized service center? What is the typical parts mark-up from the manufacturer’s prices?
What’s your greatest strength and weakness?
- What services are provided? Equipment repairs, repair parts, consumable supplies, on-site service, depot service, etc.?
- Are the parts supplied new or refurbished?
- Get the hourly rates for standard, after-hours, weekend, holiday, and emergency service calls in writing so you aren’t caught off guard if an emergency service call is needed.
- Get a map of the normal service area and is there a travel fee of service outside of the normal service area?
- If being environmentally friendly important to you, does the service provider participate in any green initiatives?
How would your friends or co-workers describe you?
- Ask for three solid references from similar customers and actually call them. Ask some of the same nitty gritty questions, not just yes/no fluff.
- Ask if there’s anything they would like to share that wasn’t already covered.
- Make a note if the service provider was on time, shook your hand, made eye contact, were dressed appropriately, etc.? Did they give you their undivided attention? If not, it many indicate how they treat customers.
If the interview is going well, throw in one of those oddball interview questions big tech companies are know for just for fun, e.g. Google may ask, how many cows are in Canada or Apple might want to know, if you were a pizza delivery person, how would you benefit from scissors? Maybe the service provider will have a great answer and seal the deal for a smooth working relationship.
The point of the interview is to learn more about the equipment service provider’s services and how they would fit with your organization. Take your time and ask practical questions to get down to the nitty gritty! Unfortunately, not everyone has the time or resources to thoroughly vet out every service provider for every piece of equipment that they own. But fortunately, there are Equipment Maintenance Management Program Providers that can assist your organization in finding the right service option for your equipment that fits within your budget.
Have a comment or question, please contact Shelley Schuster shelley.schuster@theremigroup.com or visit our website at www.theremigroup.com.