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Support Services

How can we help?

Help Desk

Customers are our top priority.
That's why we have the best response team in the industry.

After a service request is entered on our website, our help desk responds within 2 hours. Our highly-trained experts get details concerning the issue and attempt to reach a resolution as quickly as possible. The professional staff will provide clear guidance and explain the process we will follow to reach a resolution for you. The help desk provides hardware and software support, dispatches parts and, if needed, orders field engineers to be on-site the next day.

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Support Services Help Desk

Parts Depot

100% of parts are tested prior to
shipping and we ensure next business
day resolution.

Our centralized Parts Depot is a key piece of our support strategy. This Depot ensures that you receive quality parts fast. We understand that your investment in Rubbermaid is long-term, which is why we have a policy that requires spare parts to be available for all products no less than 5 years past the end of production.

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Life Cycle Services - Service Plans

Field Engineers

On-site support ensures you can focus on strategic initiatives — instead of maintaining your fleet.

In order to effectively meet our next business day resolution commitment, we utilize an established network of local, certified Field Engineers. Our process involves quickly identifying an available Engineer, and supporting the specific project need through a combination of video training, detailed project instructions and live phone support by our Help Desk team. This scalable, flexible approach allows us to have unsurpassed service levels in the medical industry.

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Support Services Field Engineer

CRM System

Customer Relationship Management is the cornerstone of an effective service program.

Our web-based database contains all relevant information about every asset in the field and all service that has been performed on the product. Our investment in this CRM system allows us to provide client-specific performance reports, and ensures that we close every service event to completion.

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Support Services - Customer Resource Management

Quality Assurance

Our service program is held to the same high standards as our products.

100% of returned parts are tested to both determine the root cause and drive product improvement. We also request survey feedback on every one of our on-site service calls, and we publish the results. Contact your Account Executive to receive and review this feedback data.

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