Global Engineered Support

We are easy to do business with!

We will be there when you need us and we will be easy to do business with, we will get it right from the start and we will be doing it before you ask for it. We will generate customer loyalty and will continually grow our value added services portfolio.

Adding value – wherever you need it around the world

We think globally, but act locally. We work internationally with our channel partners to deliver leading edge products and service into our local customer markets via our Global Engineered Support programme.

This expert local service is delivered through an integrated Global network that is supported by a specialist central infrastructure. Value added services are provided through our products, systems, logistics, and knowledge-management.

Our products, systems, and solutions set the standards in many areas of their sectors and local market segments whilst our Global Engineered Support programme is designed to assure benefits for business development, cost, and customer productivity.

Online Support

Available 24 hours a day, worldwide at your fingertips

Invertek Isource is a powerful online portal available 24 hours a day, 7 days a week around the World. It allows our partners to undertake self-help without delay. It provides the latest technical support, multi-lingual marketing materials, software downloads and a host of product support mechanisms ranging from user guides to firmware updates.  Isource puts powerful tools at the fingertips of our partners to ensure they can always react with speed and accuracy to customer requirements, always working with the latest and most comprehensive information available.

Pre-sales Support

Making the right choice

Invertek Sales partners are carefully selected to serve the needs of our highly targeted markets around the World. Our partners are supported with knowledge transfer programmes, product selection and application training specific to their areas of operation. Key account managers work with our sales partners to help understand local legislation and emerging technology most relevant to their markets. The overriding objective is the provision of a truly global network of Invertek Drives sales and service partners who provide unrivalled expertise in matching our drive technology to local market needs.

  

Customer Service

Dedicated contacts providing ownership and coordination

Providing a dedicated customer service team with easy access for our sale partners to highly experienced Invertek people is core to delivering added value throughout all of our global activities. Access to an expert person who can take ownership of issues ranging from responsive order entry to logistics support ensures timely response and is key to delivering customer satisfaction. Our escalation management procedures allow us to coordinate throughout the entire value chain, no matter where in the world, to deliver accurate and fast solutions.

Technical Support

Competent answers to technical questions by trained experts

Invertek Drives technical support is provided by highly experienced product and application engineers  with the ability to escalate each support request as required to ensure an effective solution is found.  Our online knowledge database includes search facilities that will look at the entire Isource portal, including interrogation of text within documents and folders to ensure past experience is used to deliver continuously improving technical support. Each technical support request is logged for traceability and transparency and to allow feedback into a knowledge base that helps direct future design, application and support interface needs of our customers.

Knowledge Management

Training, competence and qualification management

The Invertek Drives Isource portal is at the heart of a system that is designed to cascade knowledge throughout our global operations. This community of sales partners is provided with access to a vibrant, growing, real-time knowledge database that can be quickly and easily searched in its absolute entirety. Targeted and flexible training programmes are undertaken at  Invertek Drives bespoke training facilities at the UK head Office and at customer sites around the World. Regular technical newsletters and product updates supported by a FAQ (Frequently Asked Questions) online database ensure that our partners are always up to date and driven to continuous improvement.

Field Service

On-site help around the World, our experts will be close to you

From installation checks to function and integration testing with commissioning;  to trial run programmes, inspection and maintenance and on site repair. Invertek Drives provides local service with highly trained experts that are located close to our customers and available when needed. Supporting world class product reliability, our objective is to minimise downtime for our customers through scheduling preventative maintenance measures where required. Transparent field service key performance indicators and mapping ensure that this service is always of the highest possible quality and value.

Logistics & Distribution

Where you want it when you want it

Our Global supply chain capability operates 24 hours a day,  7 days a week,  365 days a year. Dedicated teams manage highly dynamic import, export, agency, stock management and courier programmes allowing us to deliver products and services exactly when and where they are needed. Specialist logistics products allow for express services around the World to ensure we provide exemplary service through dedicated local logistics channels.

Spare Parts & Repair

Fast and reliable to ensure maximum uptime

Local warehouses supported by world class global logistics ensure a fast and reliable supply of spare parts. A comprehensive repair service of our mechatronic systems and products is provided by our dedicated global service facilities within the UK head office; by mobile field service technicians and authorised service centres around the World. Our world-wide logistics operations allow a localised and optimised inventory with delivery on demand, ensuring we can react to the level of service required from emergency system shut down to preventative measures.

 

Our service commitment:

  • Each product has a fixed repair cost regardless of the fault. This allows us to tell you immediately what our service cost will be.
  • All drives returned for service will be upgraded to current production specifications where applicable.
  • All drives are returned in a clean state.
  • Only Invertek Drives Ltd certified components are used for repairs.
  • We will never charge you for a repair outside the warranty period without fully informing you first.
  • All failure data is analysed on a monthly basis to determine any failure trends.

Service Contracts

Seamless support programs to maintain the long term value of your investment

Maintenance and service contracts backed by consulting services for optimisation of machines and processes are provided through our partner network worldwide. Planning and implementation of retrofit projects; diagnostic services including remote diagnostics; customer embedded engineering resources; and troubleshooting experts ensure our products and services always deliver the maximum added value to our global customer base.

International Support

Experience and processes, logistics, and local contacts to support global trade

Invertek Drives is committed to providing flexibility and innovative use of ebusiness tools to overcome barriers to trade such as distance and time zones. Export support for customers who are operating around the world is provided through a truly global network of sales partners and service centres. This network ensures we understand language and cultural differences, wide ranging economic situations, diverse customer expectations through to immigration and customs regulations.  Local spares holding, country specific market and product performance feedback and local warranty support are just part of our truly global brand support programme.

Our goals are to deliver:


  • Time savings
  • Cost reductions
  • Optimum customer support
  • Expert technical-support and leading-edge knowledge-management
  • High customer operational availability
  • Minimised risk for decision making