Service & Support
Informed and timely support
Customer Support
Ensuring a positive experience
The support desk is the first point of entry for customer’s and is responsible for addressing inquiries, resolving issues, and ensuring that customers have a positive experience with a product or service. Any issue that cannot be resolved by the support desk will be escalated immediately within the Globe Tracker organization. The customer support team ensures that (escalated) issues are addressed in a timely manner.
Service Parts
Promptly delivered service parts
Globe Tracker utilizes an efficient logistics network to ensure that service parts can be delivered promptly, regardless of geographic location, making it easy for customers to get what they need without unnecessary delays.
Globe Tracker’s service parts meet stringent quality standards to guarantee that repairs and replacements enhance, rather than hinder, equipment performance.
Documentation
Clear guidance.
Step-by-step instructions
Globe Tracker provides detailed user manuals and technical documentation that contain step-by-step instructions, troubleshooting tips, and maintenance guidelines. The documentation is made available in English and Spanish in Globe Tracker’s on-line Service Portal, ensuring that all customers can benefit from clear guidance.
Training
Equipping customers with the skills needed
Globe Tracker offers hands-on and on-line training sessions to equip customers with the skills they need to use products effectively and reduce the likelihood of issues. Regular training for our service personnel ensures that they remain knowledgeable about product updates, new technologies, and best practices in customer service.
Warranty Support
Simple claiming process and a quick turnaround
Globe Tracker’s warranty support provides customers with peace of mind, assuring them that their investment is protected. Globe Tracker provides a simple on-line claiming process and a quick turnaround time on submitted claims.
Warranty Support
A streamlined on-line RMA process
Globe Tracker provides a streamlined on-line RMA process by making it easy to return defective products. Globe Tracker provides an on-line RMA system which enables customers to initiate RMA requests through a simple, intuitive online portal.
Service Engineering
Boots on the ground
Globe Tracker’s Service Engineering team is, together with Customer Support, at the forefront of Globe Tracker’s Aftermarket Support. Globe Tracker’s Service Managers are the eyes and ears of the organization and provide training, guidance and continuous support to customers on any level. Service Managers gather information from customer interactions and service incidents to drive process and product improvements ensuring that future iterations meet user needs more effectively.