Why have service center levels? It allows you to certify your centers for increasing levels of capability. It allows you to reward your best centers with more responsibility. And, it gives your less gifted centers something to shoot for.
So what levels make sense. We have a client that has had success with the follwoing three levels.
1. Certified
Every service center (or mobile tech) needs to be certified. This should be the base level for anyone to touch your device. Certified centers should be able to receive devices, deliver devices, sell durable medical equipment (DME), and do basic diagnosis.
2. Advanced
In addition to the certified level, an advanced service center or tech should be able to handle subcomponent replacement. Advanced service centers don't necessary conduct any field repair - but they are capable of disassembling the device and replacing sections.
A key component of the subcomponent replacement process is a commitment by the advanced center or tech to maintain accurate records of the actions taken. The device history file requires that changes to the device are recorded. Fortuntately, with UDIs on devices, there are straightforward ways to walk the service tech through the process.
3. Expert
Expert service centers and techs are virtually an extension of your internal service center. In fact, often Expert Service Centers are remote locations managed by the device manufacturer.
An expert center or tech is trained and capable to disassemble and repair internal components. The expert tech can modify or replace parts within a subassembly. This requires more than just technical skill and understanding. It also requires competence in the documentation process - to assure that the DHF maintains its integrity.
Using service center certification levels can increase your speed of response and give members of your service organization something to aspire to. Using MedDeviceTrack, you can set service center levels directly in the system. Click here to schedule a demonstration.