ESI takes pride in providing the best technical service available to our customers. Service takes on a number of aspects that include: Availability; response; service equipment; repair parts; preventative maintenance; customer training; and, technician training.
ESI insures that availability to speak to someone about a service need is possible 24/7. During normal business hours, staff members can be reached at our 1-800-574-8228 number. But since our customer base works beyond the normal hours, a customer may contact an ESI representative via cell phones and pagers when an immediate response is required. Since we service emergency equipment that can be used anytime during the day or week, we at ESI have committed our availability to match your schedule.
When there is a need to respond, ESI can be there via our five full-service trucks or three Quick Response Service Vehicles. Our commitment to service contracted customers is within 36 hours from the initial call. Most times it is within a 24 hour period.
ESIís five full-service vehicles have service tools on-board to handle a multitude of repair needs. Each vehicle is prepared to entirely take apart any tool or power unit and rebuild it on location. Quick Response Service vehicles are prepared to handle immediate needs such as blade and coupler changes.
Preventative Maintenance has always been offered to ESIís customers. When a new set of Holmatro Rescue Tools are delivered, a service contract is included. The Service Contract includes emergency service, loaner equipment and a year-end preventative maintenance service. A contract costs between 2-3% of the original cost of the tools, and gives the customer that piece-of-mind that once a year the equipment is brought back to factory specifications and that any issues may be caught prior to causing problems.
When a new system is delivered, the customer is taught how to use the rescue tools as well as the responsibility of keeping the system operationally ready. Training of customers on their role in preventative maintenance is key to ensuring that the rescue equipment is always prepared for use. Periodically ESI sends Technical Bulletins to our customers covering issues that may be affecting tool performance thus creating service needs.