In 2001, Source Support Services’ founder Mark Oldfield recognized a need to provide onsite technical product support solutions on a global scale, leveraging an on-demand field service workforce instead of the traditional full-time model.
“Traditionally, we supported leading manufacturers in the Enterprise IT market,” said Source Support Senior Medical Technology Recruiter Jasmine Cajigas. “In the last decade, Source Support has expanded to include support solutions for biomedical equipment such as sterilization, ventilation, fluid waste management, ultrasound, dental and laboratory, PACS IT and diagnostics workstations. We continue to support advanced server, storage and networking as well.”
TechNation learned more about Source Support in an interview with Cajigas.
A: Source Support is a team that delivers streamlined global support solutions on behalf of technical product manufacturers. We strive to streamline the support experiences of our equipment manufacturer customers and their end-users to deliver best-in-class performance every time.
A: Our end-to-end, streamlined global support solutions include onsite product repair and preventative maintenance, product deployment and installation and global service parts logistics. Our worldwide network of certified field service professionals and technical resource partners – called Source Techworks – provides the high-quality, onsite aspects of technical product support on behalf of our OEM customers in their local areas.
Our Source Techworks field service experts are consistently on the ground, committed to exceeding the rising standards of our customers and progressive technologies. So, we work to equip them with the exceptional technical and soft skills to advance their careers through our comprehensive training and development program, Source Academy. We also provide additional technical support to our Source Techworks community during assignments to ensure their continual success.
A: Our experience and response time is what stands out. In the last few years, we have recognized a greater shift in the medical technology market as more OEMs consider outsourcing some or all of their field service capabilities. Source has 20 years of experience and expertise doing just that through Source Techworks. Instead of the days-long delays for field service delivery that can be common with medical equipment, Source holds ourselves to the same SLA standards across our markets to provide same-day or next-day onsite support, and 24/7 access to those services throughout the full life cycle of the equipment. This allows for more equipment uptime for end-users and more efficient allocation of internal resources for the OEM.
A: Source Support will continue to grow in the medical technology market, operating as an integral part of each customer’s support organization to deliver best-in-class performance every time. As such, we want to continue to partner with OEMs in medical technology to provide responsive, expert support in an industry that needs this efficiency the most. Source Support is always seeking field service professionals who share our commitment to providing the highest standards of quality and customer satisfaction and who are willing to continually learn and support bleeding edge technology throughout the medical technology, enterprise IT or industrial automation industries.
For more information, visit www.sourcesupport.com/techworks.
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