One Hour Response

Brains II engineers are on duty 24x7x365. And because they average less than two calls per day, their response time is exceptional. Once dispatched, an engineer will contact the customer within 20 minutes. For critical problems, these professionals are usually on site in two hours or less, with the average being less than one hour. All service personnel, from dispatch to logistics, are equipped with 2-way communication devices for quick and easy access.

Our customers repeatedly praise our service staff for their exceptional response time.

Bilingual Call Center / Help Desk

Once a service call is placed, Help Desk immediately determines the severity of the problem. Their technical skills and access to trouble shooting guides allow them to better determine the customer’s service needs and whether our Technical Support Specialists can solve the problem immediately over the phone.

If service is required they will dispatch a Customer Engineer to your location and thereon monitor repair times and manage the escalation procedure when needed.

Escalation Procedure

In case of an emergency, Brains II follows a well-documented Escalation Procedure to quickly bring a broad range of resources to assist the situation. Service Managers, Technical Experts, Product Specialists and senior management are brought together to guarantee customer satisfaction, no matter what it takes.

The Brains II Escalation Procedure can also be tailored to meet a customer’s specific needs.

Quality Assurance

To ensure the quality of our service, Brains II engineers will call the customer the day after the service work is completed; making sure that the equipment is functioning properly. In many instances, a questionnaire will be sent for feedback on our service and how to make it even better.

OS Technical Support

This service, unique to Brains II, is an essential component of any effective field service operation. Our experts provide Technical Support on most leading Operating Systems and Network Interface Products. All supported software is licensed from the manufacturer for access to the most up-to-date information and support.

Preventative Maintenance

Depending on the equipment, Brains II will conduct routine Preventative Maintenance such as testing, adjustments, audits and cleaning to prevent problems before they occur.

In critical areas, Brains II helps its customers build rigorous schedules to ensure systems are consistently operational and meet the needs of the most demanding mission-critical environments.

Remote Monitoring

Equipped with a sophisticated program called Enterprise Site Manager (ESM), Brains II has the ability to monitor errors remotely. ESMmonitors Error Logs in real time; looking for exceptions across all channel-attached equipment and controllers, regardless of manufacturer.

The net result… problems are handled before they become major issues and downtime is reduced. In fact, many times an issue is resolved before the customer is aware that service was needed.

Parts & Sparing

Through purchases and acquisitions, Brains II invested more than 20 million dollars in its extensive inventory of spare parts, sub-assemblies, test equipment, bench repair facilities and complete test and loaner machines. Branches across the country stock their own inventory of spare parts based on anticipated need. A sophisticated Logistics System controls the location and movement of product ensuring it is delivered in the most expeditious manner.

We use only original parts from manufacturers’ depots, partners, and complete machine purchases.

Brains II can customize a plan that suits the customer whether that involves keeping spare sub-assemblies or entire systems at the customer site or inventorying a pre-configured part on our shelf.

If the customer experiences recurring problems, Brains II offers a low cost swap out service using replacement equipment with improved reliability and performance.

Manufacturer Support

Brains II has access to top-level technical support directly from the leading manufacturers.

Brains II subscribes to technical databases from the manufacturers and all engineering updates are monitored so that we can be proactive in installing them and in helping solve potential problems before they occur.

Service Plans

Service plans feature a fixed quarterly charge for on-site service and includes all parts, labor and Operating System Support. Discounts average between 25% and 40% off manufacturer’s rates and pre-payment offers even more savings.