TECHNICAL SERVICE CENTRE

BI’s Technical Service Department/Support is certified for ISO 9001:2008 by Bureau Veritas.

The scope of certification is for Technical Services of Office and Production Equipment, Wide Format Printers, Card Printing System, Mailing System, Finishing Equipment and Audio/Video Equipment.

excellent-customer-serviceBI’s Technical Service Department is without doubt one of the best run and most efficient service organizations in Bahrain. It is the single most important reason that our customer retention figures are consistently over 85% and customer satisfaction levels clearly the highest in the industry. Built and maintained on much the same standards of any other world class Xerox Customer Service operation, it delivers to our Customers in Bahrain an efficient and seamless service through our 30 mobile engineers on field everyday and an efficient logistics operation. With over 15,000 + machines in field (MIF) that requires our service and support, we actively target and monitor our response times to field and more importantly our call back rates. Our Engineers are trained mostly at our principals outside the country and intensive in house trainings are organized thereafter or are freshers to spread the knowledge amongst the other Engineers.

Using the latest technology, the Service Centre in Hidd provides a single poiUsing the latest technology, the Service Centre in Hidd provides a single point of contact for all service inquiries. Whether you have a hardware or software, or simply wish to order toner and cartridge supplies, all the services you need are a phone call away. Professional service agents will answer all calls quickly, and your request for service will be actioned promptly and efficiently.

The TSD is divided into three sections reporting to the TSD Manager who heads the department. These three sections though separate are closely coordinating with one another to maintain effective service delivery to our valued customers. The sections are:

Engineering

computer-engineering-wallpaperThe frontline of service,responsible for technical support, issues and queries, composed of 30 service engineers and Six work controllers, Three of which are responsible only for service call receipt and engineer dispatch and three are responsible for supplies order taking, handling non-technical queries and delivery of goods in coordination with Logistics. The asst. service manager is responsible for the day today operation ensuring that technical standards are met and Xerox practices and procedures are followed. Engineer’s territory is customer based rather than the standard of area based because of the very small geographical size of Bahrain, MIF concentration and Engineer’s product specialization. All Engineers are mobile with a laptop and a car kit comprising of essential spares and tools.

Logistics

logistics

Responsible for the effective material management inventory control, supply and demand and delivery. Logistic personnel number seven in strength which includes two Vans and dedicated delivery crew. BI maintains a stock in terms of inventory of spares and consumables in excess of $1.5 million. The equipment inventory accounts for another $1.0 million. On main line products we maintain a 100% spares inventory throughout the life of the machine.
Contracts

The responsibilities of this section are to build and maintain good customer relationships by being proactive to their ever changing needs & expectations and to maximize revenue from the sale of Annual Maintenance Contracts (AMCs) and to monitor customer satisfaction.

Contact

phonev2 +973 17 358 500

emailv2 service@bi-bh.com