Customer Support Overview

MAXIMUM UPTIME. MINIMUM  DOWNTIME

When your customers want to conduct a transaction, they want to do it now. They want it fast and they want it simple. We understand that at Hyosung, which is why our commitment to customer service is absolute. On call we have more than just knowledgeable and experienced technicians who serve you with the greatest courtesy. We offer you an entire service organization dedicated to excellence in every aspect of installing and maintaining your ATM equipment. Our customer service begins when our project management team directs a trouble-free equipment installation process so that your ATM functions according to your time-frame, specifications and budget.

NEW SERVICE OPERATIONS CENTER

In February 2017, we unveiled the new Service Operations Center (SOC), a 24/7 monitoring and support group for Hyosung customers and Field Service Engineers (FSEs). The new Service Operations Center supports 32 workstations in theater style seating, facing a 29' x 9' high-definition Galaxia LED display surrounded by six separate 75" LCD monitors. The central screen displays real-time data on existing service requests and shows agents the geographic distribution of calls, FSE assignments, status of the request and aging information along with the location of Hyosung Field Service Engineers. The additional screens present details which help agents optimize routing and schedules to best serve our customers.

HIGH-TECH SOLUTIONS WITH A HUMAN TOUCH

Our technicians are extremely skilled in repairing both hardware and software problems in the field. Equally important to us is their ability to successfully interact with customers on a daily basis. At Hyosung, we use technology to improve our technicians, not to replace them, because we believe customer service is a personal experience. Our team members receive the highest quality of training that is continually updated and enhanced. State-of-the-art lock management, a purpose-built ATM technician management system, and the latest advancements in tool technology empower our technicians to do the job right the first time. We take great pride in the all-around excellence of our technicians in delivering on our commitment to you and every customer we serve.

A COMPLETE SERVICE ORGANIZATION

First Line Maintenance Plan
A typical service plan includes the following during chosen coverage hours:*

  • Clear simple machine jams
  • Change customer-supplied consumables during a service call
  • Clean machine sensors and exterior surfaces
  • Clean the machine area to remove debris or other items

Second Line Maintenance Plan
A typical service plan includes the following during chosen coverage hours:*

  • In-depth diagnostics to determine a root cause
  • Component replacement where needed
  • Preventative maintenance
 

Multi-Vendor Service

We can work with you in developing a plan to service your entire ATM inventory and provide both First Line and Second Line service for many ATM model types.

Parts and Labor

Parts and labor are included in most Second Line service agreements. Third party or non-Hyosung approved components are not included. Customers agree to assist Nautilus Hyosung in obtaining parts and diagnostics. *Response times and coverage hours can be customized to meet your specific needs.

 

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