Tektronix Reorganizes Measurement Business Service Offerings

Wilsonville, OR-based Tektronix Inc. launched a new strategic program for its Measurement Business Division customer service organization. Called Services 2000, this program focuses on customer demand for decreased downtime and increased quality of service.

Tektronix established a National Call Center with a toll-free number and consolidated the company's 12 service depots into two automated service centers. To strengthen customer relationships, the company has created a team of Customer Care Engineers who will be strategically located to facilitate post-sales support for major customer accounts.

Tektronix has established a National Call Center with a single, toll-free telephone number (800-833-9200).

The call center is equipped with Metrix OpenUPTIME, a Y2K-compliant global service management system that provides instantaneous online information on Tektronix customers -- including in-depth reports of prior service jobs and current service activity.

Metrix OpenUPTIME also enables a return material authorization (RMA) process, which is used to provide fast turnaround of products requiring service and repair. The system allows service personnel to ``pre-book'' instruments, and thus expedites their entry into the appropriate Tektronix service center. To encourage the use of the RMA process, Tektronix is offering free instrument pickup and delivery for a limited time.

Consolidation of the 12 US service depots into two new service centers is complete. The two service centers, located in Beaverton, OR, and Gaithersburg, MD, each specialize in the service and repair of different Tektronix products. The Beaverton service center focuses on low-volume, high-mix products such as OTDRs, digitizers and Advantest products. The Gaithersburg service center concentrates on high-volume, low-mix products like the TDS Series, 11000 Series, and Rohde and Schwarz products. Service and maintenance support for end-of-life products will be provided by GTE Electronic Repair Service.

Customer Care Engineers, Tektronix' new team of service technicians, will be dispatched by the National Call Center to provide troubleshooting support, guidance on instrument use and coordination of customers' critical service needs with the rest of the Customer Services organization.