Technical Service and Vending Support
All vending machines supplied by SnackTime have a sticker on the front which has a unique machine number and the customer service helpdesk number. If a vending machine should experience a problem then the customer only needs to call the Customer Service Help Desk, where a real person will answer the call.
The unique machine identifies the machine and its full service history, enabling the customer service representative to access the machine details quickly. The problem is logged immediately onto the Call Centre Log and is fed via a live internet link directly to the nearest Field Service Engineer, who will receive the information on his/her, Blackberry.
Parts and Labour
All parts and labour are included in our service delivery and engineers carry spares on their vehicles for most common faults therefore insuring that the problem is resolved as quickly as possible. The engineers will carry PAT testers which they use as a diagnostics tool.
Engineer Training and Development
Engineers are all trained by the vending industry manufacturers and receive regular updates on new products and services. Their performance is closely managed by the Technical Services Manager who meets with his team regularly while on the job to evaluate their performance.
Selected Key Operators are also trained and equipped to offer first line support to technical issues. This system has further improved the quality of our service by giving a more rapid response to field service calls.
The Technical Services Manager monitors the SnackTime machine park using the data captured on the Vendia management system by checking call history, identifying persistent problems, monitoring replacement parts and the number of times a machine may require visits. This data is used to identify and resolve problems before they arise.
- Each customer will equally benefit from Direct one phone number to Customer Care Desk
- Manufacturer trained engineer
- Preventative maintenance to sustain longer life of equipment
- Automatic change of water filters
- Full electronic service history
- Regular Spot checks