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SERVICE CENTRES


Dedicatedservice support function


ISO accreditation recognisesTCSJohnHuxley’s world-class service and support offered by its UK-based EuropeanTechnical Support Centre


The TCSJohnHuxley name is synonymous around the globe with the highest quality products and services, and last month the company announced that its European Technical Support Centre has now been awarded ISO 9001:2008 accreditation.


TCSJohnHuxley’s European Operations Division has been hugely successful over the last five years with growth year on year and the highly skilled team having tripled in size. Offering installation, maintenance and service support, TCSJohnHuxley’s European Technical Support Centre is one of the best service suppliers to the gaming industry in UK and Europe.


This constant growth led to a substantial investment back in 2008 in a 14,000sq.ft. purpose built Technical Support Centre based in the UK. This facility forms the headquarters for all European technical support and underlines the company’s commitment to this important division.


To further underpin this, the quality of the work, staff, operating processes and procedures provided by the European


“Having the ISO9001 certification ensures our


processes are effectively and


efficientlymeeting


established goals. It underpins our dedication to


providing the very best to our


customers and


allows us tomeasure our progress and continual


improvement of business


performance.”


DavidHeap,Group Chief Executive, TCSJohnHuxley.


Technical Support Centre was recognised with the awarding of ISO 9001:2008 accreditation.


David Heap, TCSJohnHuxley Group Chief Executive commented: “Being awarded ISO 9001 for our European Technical Support Centre is fantastic news. We have always been known as a company who produces the highest quality products, but we now also have a solid reputation for providing the best levels of service and support to the gaming industry, with world-class facilities and a team to match.”


The state-of-the-art facility includes: • A repair centre with facilities to enable the repair of all terminal/kiosk peripherals, the testing of systems and individual units alike, dedicated test facilities for core products ensuring optimal repair and soak testing to replicate the field environment.


• A dedicated training facility with specific equipment and training materials to ensure all engineers have the industry best knowledge to facilitate their repair and preventative maintenance activities for our growing customer base.


• A Development facility to enable the Technical Support Specialists to work on the latest products to provide feedback to Product Development and suppliers alike.


• A dedicated Service Administration team providing remote diagnostic


G3 I OCTOBER 2010 I PAGE 42


support and ensuring all Service Level Agreement obligations are met, parts are shipped as required and maintenance reporting completed.


However it’s not just about the building and the investment in its facilities that makes TCSJohnHuxley Technical Support stand out – it’s the investment in the Technical Support team members.


All of the repair centre engineers are in the process, or have obtained HNC (Higher National Certificate) standard electronic training. In support of this TCSJohnHuxley has an apprenticeship scheme with both internal training and recognised external training courses over a 3 year period to develop the engineers.


In addition to the core training in electronics, further coaching is continually provided to the engineers in support of the business. Currently there are specialists being trained to CCNA (Cisco Certified Network Associate) standards, and all persons who provide training to the field engineers undergo an external ‘Train the Trainer’ course to ensure that the quality of instruction provided to the engineering teams is of the highest standard.


“Having the ISO 9001 certification ensures our processes are effectively and efficiently meeting established goals. It underpins our dedication to providing the very best to our customers and allows us to measure our progress and continual improvement of business performance,” added Mr. Heap.


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