When a technical problem arises, there are four initial support avenues available: 1. Hugh Barlow ( ) - Manager of AL SSD Contact Center responsible for black & white (PagePro) and color (magicolor) printers. Chuck Clarke ( ) - Manager of NJ SSD Contact Center.
Jim Cezus ( ) - Manager of CT SSD Contact Center. It also monitors the quality of calls into the SSD Hotline, evaluates problem ticket and solution accuracy and assesses the overall operation of the call centers.
The QSS group is responsible for maintaining the support systems used by both SSD Hotline advisers as well as the field, and for database (knowledgebase) maintenance. The Hotline Support Center and Quality & Systems Support (QSS) are all part of SSD. Useful serviceability and reliability information collected from the above sources is immediately available to all authorized branch, dealers and VARs via the SSD web Knowledgebase on the Konica Minolta Internet site. If a trend is observed, the matter is referred to the appropriate departments for manufacturing changes, field modification programs and technical bulletins.
The SSD evaluates the data it receives to determine trends regarding serviceability, reliability, operation and safety. NOTE: To ensure our callers are treated in a “Tier 1” manner, every inbound and outbound call is recorded for quality purposes. SSD professionals are located in the Connecticut contact center (Windsor), New Jersey contact center (Ramsey) and Alabama contact center (Mobile) connected by toll-free numbers (80 is the main number and 877-7782687 is for PagePro and magicolor products). These individuals are trained on Konica Minolta products, and certified in customer relations and various network systems. Konica Minolta employs a staff of highly skilled and trained technical professionals with an objective of providing technical and integration support services to Konica Minolta’s branches, authorized dealers, and authorized VARs. Solutions Support and Development (SSD) Technical Support
0 kommentar(er)
