Our client is a global leader in the manufacture of diagnostic technology used by hospital laboratories to test for traces of chemicals, hormones, and other substances.
The company required a technical service partner to support equipment in key territories in the UK.
This sophisticated medtech equipment is mission critical to the healthcare services offered by hospital laboratories.
With any downtime having such a significant impact, seven-day support is an essential requirement.
The cutting-edge technology can only be supported by experienced electro-mechanical engineers with strong IT and networking skills. Biosafety training is essential, as is continuing and ongoing product training in response to continual technology innovation.
In addition to technical excellence, engineers are required to demonstrate strong soft skills in terms of empathy, an understanding of the critical role played by this technology, and the sensitivity and diligence required to work in a high care environment.
Qcom produced a bespoke service and support package designed to deliver the exacting requirements of this global medtech manufacturer.
Technical and service excellence is built on a comprehensive and continuing training programme for all engineers. As well as receiving specific product training, Qcom engineers shadow the client’s in-house team to understand every aspect of the company’s processes as well as its technology.
In addition, biosafety training covers the requirements of working in potentially biohazardous environments, such as the wearing of lab coats, face masks, eye goggles, and latex gloves when working in hospital laboratories.
A comprehensive relationship management plan identifies key metrics, portal access arrangements, and monthly reporting formats, as well as setting out the arrangements for the stocking of required parts and equipment.
The seven-day support service built on these foundations means that a fully trained Qcom engineer is always on standby, ready to support laboratories with a same-day visit whenever a call-out is raised.
In addition, a planned preventative maintenance programme sees the Qcom service delivery team scheduling engineers to attend each site on an annual basis, with each maintenance visit generating a full report on each machine serviced, including photographs, serial numbers and alerts to any issues arising.
By selecting Qcom as its UK and Ireland services provider, this world-leading medtech manufacturer client can be confident that its sophisticated and mission-critical laboratory equipment is fully supported with year-round engineering cover.
In addition, the company is now able to draw on Qcom as a scalable high-skill engineering resource, delivering planned preventative maintenance in key territories, and complex multi-site projects as they arise.
This project underlines Qcom’s ability to provide world-class engineer support and service quality for the most sophisticated technologies in the most demanding and sensitive of environments. These are all essential features in our work with the medtech sector.
Qcom Managing Director