Timesavers has introduced a new free technical support service that brings the support expert to the problem without them having to actually be on site.

The technical support service is called TechVision, which through the use of FaceTime technology can help its customers streamline the service required to fix or improve operations on their Timesavers machines.

"We view everything through their camera phone," said Paul Cichanowski, Timesavers parts/technical support. "It's a web-based application, so they don't have to put an app on their phone or anything. They just basically link into the web, and everything takes place through there." 

The technology optimizes the operations of Timesaver's Technical Phone Support Team ensuring the most efficient assistance possible by industry experts, which is why 95% of the time, troubleshooting, diagnosing, and repairing machines can be completed over the phone or using TechVision at no cost, for the life of the machine.

Timesavers sends its customer a link that when clicked on allows the technician to view via  a video that the customer takes in real time. “We can help the customers do things they normally can't do,” said Paul Cichanowski, Timesavers parts/technical support. “We help them diagnose machinery, diagnose electrical issues, we can get our eyes on the problems. It helps us be there, without being there."

Paul said that typical call times last between five to 10 minutes. The longest call lasted more than six hours. 

Problems can be diagnosed from within electrical cabinets, aging PLCs, maintenance issues, an overloading motor and more. "Typical issues would be setting up the head level or diagnosing why they're not getting the finishes that they require, whether it's metal or if it's wood, you know, leveling machines," he said. "We can go in there and we can freeze-frame it. We can point out some things they have to do prior to doing maintenance on it like if they have to change bearings we can show them how to disconnect the entire head from the assembly and give them instructions on how to get it out of the machine."