AMO’s Technical Support team is integral to maintaining your AMO devices, and includes experienced and highly trained Field Specialists (FS) and knowledgeable Technical Support Specialists (TSS) to ensure that all of your device and procedure related needs are fully addressed. With localized and personalized support, you are provided with the peace of mind that your system is well-protected.
As the first response team for our customers, AMO’s Technical Support Specialists are able to triage issues over the telephone. If onsite support is required, they can dispatch your local Field Specialist to your office.
Each FS undergoes extensive training and annual recertification to ensure that they maintain a solid foundation of knowledge on the latest AMO developments. In addition, we have also developed a unique cross-training program to ensure FS's can provide a quick response for all modalities. Our continuous training ensures each FS meets all technical criteria and continuously grows their expertise.
Your primary and secondary FSs have an acute understanding of your equipment and are trained to utilize AMO’s advanced diagnostic capabilities to expeditiously resolve your concerns.
The goal of AMO’s Technical Support team is to evaluate and resolve each unique situation as quickly and effectively as possible to maximize your equipment up-time. Beyond this, we pride ourselves on the dedication of our team to the company and to you, our customer. With FSs who have been with AMO for many years, the tenure of our team is unprecedented for the service industry. This attests to the strong relationships and loyalty our team has helped create with you.
The AMO Escalation Management Process ensures timely responsiveness to complex technical support issues. To support customer-facing Field Specialists, we have developed a second support level that is staffed with senior engineers and clinical specialists who are experts in their respective product lines. This extensive network of remotely based Regional Technical Support Engineers works hand in hand with the local AMO team to provide higher level technical solutions. At the highest level, we provide a support team at our corporate headquarters. This team works closely with Manufacturing and R&D Engineering in the resolution of complex hardware and software issues.
AMO offers direct and indirect (via distributor) on-site service in over 80 markets worldwide. In order to provide the best possible service across the globe, our Field Specialists are supported by our Logistics team and strategically placed spare parts warehouses. This enables them to have quick access to a variety of parts and to solve technical issues more quickly. Global Spare Parts & Logistics helps maximize the uptime of your device, so you can provide optimal care to your patients.
The Technical Support Team, 2nd Level Support, and Global Spare Parts network contribute to creating superior service experiences for you, our valued customer.
For general inquiries and to provide customer feedback, please contact us online.
For technical support in the US or Canada, call (800) 511-0911.
For additional Global Customer Service contacts, please use our Service Contact Center.