Retail Service. Service Solutions Ensure Uptime, Increase Performance

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1 Retail Service Service Solutions Ensure Uptime, Increase Performance

2 2 Service METTLER TOLEDO Service When You Need Us Most METTLER TOLEDO Service understands what it takes to suit your specific business needs. Benefit from the experience of the market leader and ensure optimal equipment uptime, performance, compliance and the expertise necessary to maximize your investment. These pillars of our approach take METTLER TOLEDO to the next level in service far beyond the competition. METTLER TOLEDO offers support and repair services to ensure that your weighing equipment meets the demands of business. Ensure compliance with government regulatory standards by partnering with a vendor who understands and anticipates these requirements. Repair Services Insurance Full Repair On-site Preventive Maintenance Upgrade On-site A METTLER TOLEDO service agreement is the most cost-effective solution for maintaining the reliability, safety and accuracy of your equipment. Choose from a standard or tailored service agreement that is uniquely suited to meet your needs. Our factory-trained, certified service Calibration Services * Calibrate Local Periodic Legal Certification Verify Legal * Not available in all regions professionals can educate operators with customized training courses, ensuring proper operation and maintenance. METTLER TOLEDO also offers software customization and integration services to meet any unique business situations. Installation Services Certify Initial Setup Standard Configuration Setup Custom Configuration Setup Integration

3 METTLER TOLEDO Service offerings cover your equipment s complete life cycle. Our goal is to maximize the efficiency and productivity of your operational processes. Find out more about how our tailor-made service offerings can add value to your business operations. Training Services Train Initial Customized Training Train Store Opening Professional Services Project Management Print Layout Screen Design Consult Solution Software and Remote Services Custom Software Software Maintenance Remote Monitoring Remote Support Remote Support Helpdesk 3

4 4 Repair and Calibration Repair and Calibration Tailor-made On-site Services Perfect results every time: METTLER TOLEDO services for equipment calibration guarantee compliance with all legal requirements, plus our finely meshed network of service engineers ensure fast on-site repairs to maximize operational uptime. Insurance Full * Insurance Full is a comprehensive pre-paid service plan that includes travel, labor and spare part replacement. * Some restrictions apply In order to comply with the relevant legislation and deliver optimum results for customers and dealers alike, equipment must be perfectly calibrated which is why factory trained METTLER TOLEDO service technicians perform calibration activities directly on-site. METTLER TOLEDO closely monitors all directives and deadlines relevant to each site. You can rest assured that your equipment will always operate in accordance with requirements. Our service professionals are continually on stand-by, ready to respond to a service call at a moment s notice and safeguard the operational Repair On-site In the case of a breakdown, our trained service technicians will travel to your store location for quick repair. uptime of the weighing technology. METTLER TOLEDO keeps an extensive supply of OEM replacement parts in stock to ensure downtime is kept at a minimum. Our service engineers experience and knowhow combined with our wellplanned spare parts logistics result in an excellent first-time fix rate. Preventive Maintenance Our team of skilled, factory trained technicians provide scheduled maintenance service visits to your store during non-peak hours to maximize the life of the equipment.

5 Comprehensive service solutions ensure that weighing, wrapping and labeling equipment is updated with all the latest technology for security and compliance. Upgrade On-site Hardware, firmware or software is upgraded at your location by a fully trained field service technician. Periodic Legal Certification Equipment is calibrated and certified at your location, in accordance with local weights-and-measures regulations. Verify Legal A technician will travel to your location prior to a scheduled certification inspection by local weights-andmeasures to ensure the equipment will pass all legal requirements. 5

6 Installation, Setup and Training Installation, Setup and Training Maximum Performance from the Start Installation and setup services offer you a flawless start with your new equipment. METTLER TOLEDO supports you and your employees with a tailormade offering of services and training, enabling you to get the very best out of your equipment. METTLER TOLEDO service technicians ensure that the installation of all equipment runs smoothly every step of the way: from the setup and connection of the weighing technology through calibration and configuration, up to and including network integration. Additionally, thanks to tailor-made service offerings, new equipment can be optimally integrated into your processes right from the start. Efficient retail processes require welltrained employees. During the initial installation, METTLER TOLEDO s experts share their valuable knowhow with your employees. Furthermore, METTLER TOLEDO supports retailers by providing individual training solutions. If necessary, we can also arrange training outside of business hours or prepare a plan for continuous training to ensure the productivity of existing and new employees alike. Certify Initial With the installation of the weighing equipment, METTLER TOLEDO provides documentation of calibration and weights-and-measures regulatory compliance. Setup Standard Configuration Technicians provide basic configuration of the weighing equipment, including loading existing files and label formats, and configuring the device to interface with a standard network. Setup Custom Configuration Technicians provide advanced configuration of the weighing equipment, including converting or creating new files and label formats, and configuring the device to interface with a non-standard network configuration. 6

7 One of the most effective ways to ensure maximum productivity from your weighing equipment is to ensure all operators are properly trained from the very beginning. METTLER TOLEDO offers a variety of training solutions to guarantee that you get the most from your equipment. Train Initial Our factory trained, expert field service technicians train retail staff at your location to provide basic knowledge of operation and care of the equipment. Customized Training METTLER TOLEDO can develop a training program specific to any retailer s needs across a variety of departments. This can occur at a METTLER TOLEDO facility, a retailer s location, or a third-party site. Train Store Opening With this four-hour service, a certified technician will train operators and personnel on new systems during the store opening process. The technician will remain on-site during the opening to address any questions that may arise. 7

8 8 Professional Services Professional Services Industry Know-how for Optimum Results METTLER TOLEDO s Professional Services help retailers tap into the full potential of their weighing technology by providing tailor-made solutions and professionally managing complex projects, such as company-wide roll-outs. With METTLER TOLEDO Professional Services, you will gain access to industry experts who offer personalized concepts and solutions which in turn increase profitability. Utilize all the benefits of the weighing equipment from optimized label design and in-store shopper marketing to individualized screen layouts Project Management METTLER TOLEDO offers customized business support services to perform planning and coordination for projects, such as large scale installations or upgrades. for efficient customer service processes. One objective is always in mind: to further improve the ROI of the equipment. Print Layout Design experts offer customized support for label design and regulatory compliance. Our designers can also assist in enhancing your branding initiatives through custom formats and graphics. Furthermore, METTLER TOLEDO Service teams take care of entire projects such as chain-wide roll-outs from the planning stage to implementation. We ensure compliance with regulatory requirements, and implement global software upgrades. METTLER TOLEDO s Professional Services enable retailers to relieve the burden on their own workforce while also benefiting from a wealth of technology and process experience. Screen Design METTLER TOLEDO can crate equipment screen layout templates for ease of use, and customer screens to use as an efficient in-store marketing and cross-promotion instrument.

9 Software is one of the most important components to an efficient weighing system. METTLER TOLEDO supports you with a number of flexible and userfriendly software solutions for price and item management, scale management, and shopper marketing needs. Our software solutions easily integrate our weighing technology into your existing IT infrastructure. Consult Solution We offer consulting services to support retailers in fresh item management, in-store marketing and process analysis. Custom Software The METTLER TOLEDO software development team can customize software to integrate into your existing IT infrastructure to enhance equipment functionality. Software Maintenance An annual software maintenance agreement ensures access to the most up-to-date METTLER TOLEDO software applications. 9

10 Remote Services Remote Services Improved Operational Uptime Tap into the benefits offered by the network connectivity of today s high-tech retail equipment: METTLER TOLEDO Remote Services boost the efficiency of service processes and significantly reduce reaction times for repair. Experience shows that the large majority of all service situations can now be resolved quickly without an on-site visit, either by telephone, or secure network connection. Retailers who make use of METTLER TOLEDO s Remote Services benefit from greater operational uptime of their equipment. The experienced Triage Team based in the METTLER TOLEDO Service Center can assess incoming service incidents and decide on the best course of action. METTLER TOLEDO s experts are able to perform troubleshooting activities, check the system configuration and run chain-wide software updates via a remote connection, using a protected VPN or the ultra-secure METTLER TOLEDO InTouch SM network. Hence, retailers can enjoy all the advantages of more efficient service processes based on their specific needs while also reducing the amount of downtime in their stores. Remote Monitoring To ensure maximum uptime, METTLER TOLEDO technicians can establish and configuring a remote connection to your weighing device for InTouch SM Remote Services, VPN, or similar remote connectivity platforms. Remote Support Technical assistance is provided to retailers via remote methods, such as phone, , chat and remote connections tools, to quickly troubleshoot and eliminate unnecessary on-site service calls. Remote Support Helpdesk This subscription service allows a customer unlimited access to METTLER TOLEDO s technical support hotline. It is best suited for central IT personnel who manage multiple retail locations. 10

11 Benefit from the experience of the market leader and ensure optimal equipment uptime, performance, compliance and the expertise necessary to maximize your investment. Global Support METTLER TOLEDO is a world-class technology partner and supplier for over 75 percent of the top 100 grocery retailers worldwide. National Service Network METTLER TOLEDO s national accounts teams work directly with customers as advocates to ensure all service expectations are consistently met. Expert Knowledge METTLER TOLEDO service staff receives highly specialized training on weighing, wrapping and labeling equipment. In many areas, technicians are also trained to service competitor products for the highest level of customer service. 11

12 METTLER TOLEDO Service Standard Service Offerings Contact your METTLER TOLEDO representative to learn more about the standard service product offerings available in your area that are designed to boost equipment performance and maximize uptime. Service Description Product ID Service Description Product ID Insurance Full S Setup Integration ea. S Repair On-site ea. S Setup Integration hr. S Repair On-site hr. S Setup Remote Connectivity S Full Preventive Maintenance On-site ea. Full Preventive Maintenance On-site hr. Health Inspection Install Equipment ea. Install Equipment hr. Calibrate Local Certify Initial ea. Certify Initial hr. Periodic Legal Certification ea. Periodic Legal Certification hr. Verify Legal ea. Verify Legal hr. Customize Equipment Customize Software Customize Software ea. S S S S S S S S S S S S S S S Remote Monitoring Remote Support ea. Remote Support hr. Remote Service Agreement Remote Helpdesk Remote Support Helpdesk Subscription Software Deploy On-site Software Deploy Remotely Software Maintenance Train Customized Train Initial Train Store Opening Project Management Manage Content Manage Preventive Maintenance Schedule S S S S S S S S S S S S S S S Setup Application ea. S Upgrade On-site ea. S Setup Application hr. S Upgrade On-site hr. S Setup Standard Configuration ea. S Service Print Layout S Setup Standard Configuration hr. S Service Screen Design S Setup Custom Configuration ea. S Consult Solution S Setup Custom Configuration hr. S Uninstall Equipment ea. S Setup Data ea. S Uninstall Equipment hr. S Setup Data hr. S METTLER TOLEDO, USA 1900 Polaris Parkway Columbus, Ohio Tel. (800) METTLER (614) Fax (614) For more information METTLER TOLEDO, Canada 2915 Argentia Road, Unit 6 Mississauga, Ontario, L5N 8G6 Tel. (800) METTLER Fax (614) Subject to technical changes 1/2015 Mettler-Toledo, LLC RET-0415-LIT Global MarCom Switzerland

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