Services

Supplemental/hybrid  service occurs when a MERA® client has direct field service, and MERA® works within their service delivery process (and alongside the client’s service technicians) to provide support. 80% of MERA® clients have a direct field force working with MERA®. Examples of current supplemental/hybrid service models are:

• By Volume – using MERA® to manage the peaks and valleys of variable service volumes.
• By Activity – using MERA® to perform planned maintenance, thereby freeing direct service to be more responsive to break/fix activity.
• By Model/Technology – using MERA® to maintain specific models and technologies to maximize service efficiencies.
• By Geography – using MERA® in geographies where direct local service would not be profitable, and to expand sales territories.

Many MERA® clients use one, all, or a combination of these supplemental/hybrid options to deliver leaner, more responsive service.

Primary service occurs when MERA® performs most, sometimes all, of the field support needed by that specific MERA® client. 20% of its clients use MERA® in this capacity and some reasons for this approach are as follows:

• Satisfaction with the geographical coverage offered by MERA®, and seeing no current need for an additional service capability.
• The convenience of a single service provider.
• MERA®’s scalability and flexibility is meeting ensures all current service needs.

MERA® – Dependable Service Everywhere®.

By leveraging our broad expertise, OEMs can enhance their field service capabilities, ensure that their equipment operates efficiently, and improve their industry reputations. Our extensive knowledge allows MERA to offer comprehensive support and assistance to OEMs; with such diverse experience, MERA has established itself as an industry standard for quality field service.

Below is a small sample of the many categories of equipment that we assist OEMs in performing service on.

Medical

• Automated prescription fulfillment
• Physical therapy/ Rehabilitation equipment
• Surgical equipment
• UV disinfection
• Aesthetic devices
• Ophthalmology devices
• Dental Equipment
• In-home medical equipment
• Etc.

Lab

• Hematology
• Automated laboratory systems
• Cell processing equipment
• DNA sequencing and analysis systems
• Microscopy equipment
• Chemical analysis equipment
• Incubators and freezers
• Sterilization equipment
• Laboratory automation equipment
• Research laboratory equipment
• Etc.

Scientific

• Water Filtration Devices
• Sterilizers
• Centrifuges
• Ovens
• Scrubbers
• Incubators
• Thermoelectric devices
• Materials testing equipment
• Etc.

MERA®’s 12,000 square foot Technical Support Center (TSC) delivers services typically found in manufacturer-direct service. Services provided include depot preventive maintenance and repairs, pre-installation equipment checks, plus MERA® TSC also manages client loaner/demo/reference pools and parts inventories. Located centrally in the Midwest, MERA® TSC turns units around quickly and ensures prompt shipment of parts.

Depot Service Operations – from end user equipment to sales demo pool units, MERA® TSC is able to repair complex devices to a like-new condition. Working with its clients to ensure that reference units look and function as needed, MERA® TSC has experience managing the entire process of pre-demo, demo/install, and post-demo actions. Additionally, MERA® TSC has experience supporting all units in the field with a turn-key depot service solution.

Parts Management – MERA® TSC warehouses and manages parts for a number of its current clients and parts are shipped daily. Utilized for US and Canadian support by foreign manufacturers, it ensures shipment of the right part to the right place at the right time. MERA® TSC acts as an extension of your internal parts management strategy and is a good steward over its clients’ consignment inventory.

MERA® TSC supports medical, scientific, and laboratory equipment manufacturers and distributors, and MERA® was the FIRST independent third party company to offer this service. MERA® TSC supports end users with professional technical support at a fraction of the direct cost. Specific services are as follows:

Triage– MERA® TSC answers the phone in a professional, courteous manner and as an answering service is never used only direct MERA® employees answer the phone. MERA® TSC quickly and effectively assists the caller in solving their problem/question and will follow your company’s phone script or develop its own. If the issue cannot be resolved over the phone, MERA® TSC dispatches the nearest trained service technician and then manages each service event within client-established protocols.

Service Engineer Support – MERA® TSC helps field service personnel troubleshoot and repair complex medical, scientific, and laboratory equipment. Trained by the best in your company, MERA® TSC takes that technical information and develops troubleshooting strategies for more common failures. Service engineers are supported until the equipment is fully operational as confirmed by the end user.

In the 1990’s a client approached MERA® about a faulty part in all its field units. In less than 4 months, MERA® retrofitted all 2,000 units and did so with no interruption of service. MERA® realized an ongoing opportunity for this service exists and every partner MERA® has supported in this capacity to date needed our manpower and technical experience to finish these projects.

Over the past 25 years MERA® has performed Class II FDA field recalls, software/firmware updates, and hardware changes/retrofits on more than 150,000 units for more than 25 clients. MERA® has specific upgrade processes and personnel in place to plan and execute the upgrade challenges facing your company. MERA® expertise and resources deliver project support and completion.

Dependable Service Everywhere® from MERA® provides timely, efficient, professional solutions.