Our Field Support team has been built from the bottom up to support a world-class manufacturer. This has resulted in the creation of a growing organization with a national footprint, currently consisting of personnel assigned to 21 Districts in 3 Regions. Each client account is assigned several points of contact, which provides a fail-safe communication system that ensures a quick response to service and support needs.

With all of our clients, our established goal is to constantly drive down failure rates and repair times through sharing information. Our process is constantly improved by focusing on elevating the quality of our communications:

• Identification of trends to get ahead of occurrences

• Daily contact between supervisors and field techs

• Weekly regional conference calls

• Monthly national conference calls

• Constant communication between specialists and manufacturing

• Hotline meetings and reports

By sharing data and trends, NTS has two goals. First, to prevent service occurrences before they happen. And second, to provide valuable field information to the manufacturer for present and future product improvements.

• Some of the types of call center and field data that we capture:
  • MTBF: mean time between failures
  • MTTR: mean time to repair
  • Customer requested data
  • Unusual usage of parts
  • Unusual failure of parts
  • Customer requests for product improvements