Q: How important is OEM certification to a service organization?
A: OEM certifications and partnerships represent one aspect of support, and Burroughs takes advantage of this when necessary. However, the true delivery of quality service and availability requires much more – it requires a dedication to innovation, collaboration, agility, service excellence and investment in our people. We dedicate resources to high quality service delivery each and every day, providing best-in-class uptime, and flexible integrated solutions for your payment & transaction technologies.
Q: How are Burroughs service technicians trained?
A: We have an extensive in-house training program so our service team stays up-to-date on the latest technologies and product changes through close integration with our customers, vendors, and external partners.
Q: How do you support technicians on so many different models of equipment?
A: Our in-house lab & training facility allows our service tech team to be trained on legacy & emerging technologies. Because of our training, expertise, and know-how, we can guide you through key decision points to ensure the best outcomes and processes for your business.
Q: From where does Burroughs get parts?
A: Parts quality & availability is extremely important to us. Burroughs has 100+ forward stocking locations (FSLs) and our 500+ fleet cargo vans to get you parts fast. Our proprietary predictive logistics capability anticipates parts replacement needs and ensures field part availability. Plus, our equipment is backed by a competitive warranty + full maintenance contract.
Q: Can Burroughs pull diagnostics “trace” files from ATMs?
A: Yes, we routinely pull them for analysis in trouble-shooting.
Q: When an OEM releases a new product model, how long does it take Burroughs to get technicians trained on that model?
A: Burroughs provides support for new equipment functionality from between 0 to 180 days of product release. The range is dependent upon the complexity level of the equipment or change, including whether or not onsite training is deemed to be required. We work with our customers or vendor partners to obtain equipment that Burroughs would own and utilize for our training and support needs.
Q: Do you need any documentation, training, etc. from an OEM in order to service equipment?
A: No. We have performed our own internal training for OEM support for more than 20 years. This has given us the ability to tailor our training specific to our fleet and the real-world issues that our service technicians and tech support group encounter. It is also one of the reasons why we have co-located our training group with our Level 2/3 tech support.