The Technical Service team consists of 2 engineers, who have between them a combined experience of over 39 years in servicing medical equipment.
Rated as ‘Excellent’ by a minimum of 70% of customers who experienced our service, in every Quarter since 2015
Our test equipment
The company owns the following test equipment, which are calibrated on an annual basis:
1) Fluke 123B Oscilloscope
2) Fluke ESA 615 Electrical Safety Analyser
3) Fluke ProSim 2 Vital Signs Simulator
4) Fluke Index 2XLF SpO2 Simulator
5) Digitron 2000P Digital Blood Pressure Manometer
6) Corometrics 325 Fetal Simulator
7) Amprobe Tach20 Tachometer
8) Fluke 17B+ Digital Multimeter
9) TSI TSI4140 Mass Flowmeter
10) Fluke SPOT Light SpO2 Analyser
11) Exergen TAT-5000 Temporal Scanner Calibration Kit
12) Sphygmotron ZW-500 Aneroid Manometer
13) IDMED TOF-Controller
In addition to providing on-site service, we also have a work bench in our office where we do off-site repairs. We maintain an Inventory of spare parts for the commonly sold products – for example Dinamap Vital Sign monitors, B20 Patient monitors, etc.
Our response time is 4 working hours for Emergency calls and 24 hours for non-Emergency calls. Our target time for spare parts availability varies from ex-stock for the most common parts to a maximum of 21 days for parts that need to be imported from overseas. We have a pool of loaner units available for most products and these will be utilised to ensure minimum downtime for our customers. For those equipment under warranty, we are committed to a 95% uptime guarantee.
For products that are designed by the manufacturer for return to factory service, we facilitate prompt to and fro freight by courier service and we make available a standby unit, on best effort basis. Some other products support Remote Diagnostics and they are diagnosed by the manufacturer’s engineers, when required.
They are trained by the manufacturers in all of the products that they service. Valid training certificates are available for documentation purpose, if customers require them.
Besides our own engineers, we are also backed by a team of engineers from GE Healthcare, who are stationed in Singapore. This of course, applies to GE Healthcare products only. For non-GE products, we are able to make use of the manufacturer’s engineers should the situation require it, due to our close working relationship with the manufacturers.
Field Safety Corrective Actions
These actions are dealt with very seriously and we take immediate action to notify our customers and the authorities, following which we execute the manufacturer recommended actions.
Data concerning installation, preventive maintenance and breakdown calls are stored in our SAP system and this data is available for quick analysis and improvement initiatives. Repetitive failures or unusual product quality issues are recorded in our ISO documentation and these are followed through meticulously.