Satisloh expanded their technical support portfolio with the new Distance Step program, providing labs real-time help and information without a tech visit.
“We’re excited about offering Distance Step – especially now with the uncertainty of travel. It gives our customers the same great level of technical assistance they’re used to, but without a personal visit. Instead, they’ll use cutting-edge assisted reality technology to work with a Satisloh tech through maintenance or repair procedures – as if he was standing right next to them,” said Andy Huthoefer, Head of Marketing and Product Management, Satisloh.
Distant Step subscribers get a complete technology kit. An assisted reality headset with head mounted mobile device allows customers to interact hands free with service experts via TeamViewer Pilot app. A tablet pre-loaded with SAP JAM app gives access to Satisloh´s knowledge base with machine and training documentation, troubleshooting guides and videos; and their MES-360 Maintenance Manager App for planning and recording maintenance for all lab equipment. The kit includes a storage and charging station to keep headsets and tablet centrally located in the lab so operators can readily access tools for remote support. Guidelines for keeping employees and customers safe, developed with cross contamination expert, Dr. Peter Papadakos from the University of Rochester round up the package.
“In addition to this complete technology package, support requests from Distance Step customers will be prioritized level one,” said Huthoefer.
More information can be found here.