Technical Support
“A highly hands on management style has led our team to build an ever improving reputation in the automatic industry for providing a “next day” response to supply technical support. The C4G guarantees to diagnose problems and offer solutions on almost any make or type of C4G products equipment”
C4G conduct a thorough technical recruitment policy. This ensures only the most experienced industry qualified technicians and support staff are providing our services to an extensive customer base nationwide.C4G conduct a thorough technical recruitment policy. This ensures only the most experienced industry qualified technicians and support staff are providing our services to an extensive customer base nationwide.
Please feel free to contact us with your technical queries as one of our technicians may be able to assist your site team over the telephone.We are proud of our success rate. This in turn means our industry customer list is growing and existing customers keep coming back to us.
Our unique training and study programs that transcend more determination.In other words, this is where our expert manpower with which other companies cannot compete is nurtured.
Toward multi-specialists who can respond to all models of major manufacturers
C4G product maintenance requires specialized knowledge and skills. At C4G technical support center, in order to develop multi-specialist who can handle various models, we implement in depth training at a level unlike any other company based on our experience and the know-how of our highly skilled technicians in each model of the major manufacturers. We study maintenance skills that are in no way inferior to manufacturer maintenance companies.
Toward turning new employees into site-ready engineers as quickly as possible
C4G unique training program ensures solid learning of knowledge and know-how for a variety of models in 24 stages. By using skilled technicians as instructors and assembling and studying their know-how, the training evolves every day. In this way we build an environment where both the
students and the teachers grow together.
Business etiquette as well as technical skills. Toward technician trusted as people
Before being technicians, our staff are members of society, and we teach essential business etiquette by inviting external lecturers to provide training on common sense, manners and behavior as members of society. By learning common sense knowledge combined with specialised know-how, we develop service experts that can be trusted and will behave correctly wherever they go.
- Full Monthly Technical Support
- Free & Fast Repair
- Personal specialized Technician
- Call Center Support
- Machinery guarantee
Our Technical Support Consists Of
- Central hotline number (24/7)
- Guaranteed response times
- Call-monitoring and customer feedback• Call-reporting
- Use of national wide escalation structures
On-call technicians
If you require on-site assistance from our technicians because a fault cannot be rectified over the telephone or via remote access, C4G will be there to assist you within a guaranteed and short response period. We have multiple service engineers available for all our divisions in order to ensure this. Our in-house fault rectification is carried out rapidly and efficiently, and complies with specifically defined escalation mechanisms. Comprehensive reports document every call-out and ensure the necessary transparency.
You benefit from:
- The constant availability of qualified C4G service technicians (24/7)
- A guaranteed, short response time
- Minimized problem duration resulting in increased availability.
System monitoring
System monitoring encompasses all measures necessary to ensure that the warehouse computing systems remain operational over the long term.
- System monitoring is provided by a qualified technician using a monitoring tool for remote maintenance
- Service encompasses all measures necessary to ensure that the warehouse computing system remains operational over the long term.
- Escalation of identified problems to the responsible departments
- Specific monitoring of system-relevant parameters:
IT hardware
Operating system
Application
- Manual assessment at regular intervals enables the identification and elimination of deficiencies
- Identification of potential faults through long-term observation
- Rapid reaction to system error messages
- Solution proposals and performance data are documented and provided in a monthly report
Augmented Support
C4G Augmented Support is the first multi-functional, mobile, real-time video communication system that provides everything necessary for efficient maintenance and repair work. The system is highly flexible and user-friendly, and as a consequence it improves the working processes in many areas while also saving on time and costs.
An on-site technician activates the C4G Augmented Support which then establishes a connection to C4G Technical Support. Activities are transferred in real time, enabling the support staff to immediately begin assessing the problem and determining the situation. This eliminates all communication misunderstandings and the fault is rectified rapidly with voice and video support.
Due to its innovative design, the headset can also be used with a safety helmet. The unit itself can be clipped onto a belt or worn on a strap.
As a consequence, it does not impede movement and leaves both hands free to operate the machine. The PDA’s operating menu has a simple and intuitive design. The entire system is designed to ensure rapid and effective rectification of faults.
The focus lies on eliminating any delays and rapidly putting the system back into operation while avoiding time-consuming and costly travel.
- Intuitive, audiovisual communication between your on-site service technician and the C4G support employee
- The video function on the headset provides the support employee with a real-time view of the on-site situation
- The screen device’s sharing function also enables screen information to be exchanged
- Cost reductions through faster troubleshooting
- Reduced system downtimes
- Support by experts and trained personnel
Software Support
If you have any software questions, a qualified C4G software service technician is available to provide support for your system.
The service portfolio includes:
- Questions about operation
- Troubleshooting in the event of faults
- Expansions to our software to integrate new business processes into existing systems.
Naturally, we also upgrade existing systems to new releases in order to keep your system on the cutting edge of technology. In addition, we provide assistance with combining connected systems along with databases, operating systems, and interfaces to third-party systems in order to guarantee the top priority of maintaining your system’s availability.
We rely on
- Qualified software technicians available around the clock
- Local service teams national wide
- Employees trained in our customers’ language and culture
- Networking our software support with the C4G development teams from other divisions (such as mechanical components)
- Integrating third-party database and operating systems
- Integrating our customer assistance into the C4G support network in order to provide online assistance