Service & Support
Productivity Programs

Field Engineering
Our mission in Universal's Field Engineering Group is to help customers achieve the highest levels of productivity possible on all Universal Instruments equipment.

For more than 35 years, Universal Instruments has been supporting customers with responsive and professional customer service. This continues today with field engineers around the globe who continually strive to provide exceptional customer support.

To ensure global field engineering coverage, more than 300 field engineers and service representatives are strategically located throughout the world. These highly skilled individuals perform machine and system installations, as well as a wide variety of warranty and contract services.

Field Engineering offers a complete customer support portfolio when combined with Universal's Worldwide Parts Sales and Distribution centers, telephone technical support, and Worldwide Training centers.

Features & Benefits
Global Coverage

• Field engineers are located around the globe to ensure quick response to customers' needs.
• Regional field engineering offices and subsidiaries coordinate field services for optimal customer response.
• Our service organization provides concentrated coverage and will escalate any service issue to a higher level to ensure customers get the support they need as quickly as possible.
  

Consistent Worldwide Support

• Purchased services can be transferred from region to region.
• A continuous certification process ensures that field engineers stay abreast of machine enhancements and maintenance techniques, so they can provide the best service possible to all Universal customers.
• Technical bulletins provide field engineers with the latest information available so they can maximize customers' machine performance.
  

Machine Performance/Process Experts

• Field engineers gain experience during extensive training programs.
• Field engineering account representatives participate in comprehensive training programs focusing on equipment and circuit board assembly processes.
• Universal's Advanced Process/Surface Mount Technology Laboratory are available to assist with complex process problems.
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Services
UPTIME 100 Service Plans

• UPTIME 100's customized service plans emphasize machine productivity.
• Custom-tailored service plans help customers reach higher levels of self-sufficiency.
• Customers select from defined service products to improve equipment utilization while maintaining affordable maintenance costs.
• Field engineering account representatives provide machine and process expertise.

Machine and System Installation, Acceptance, and Start-Up

• Upon delivery, field engineering installs the Universal machine or system and ensures that it meets specifications.
• Customers participate in the formal machine acceptance process.
• Our Systems Integration Group offers services ranging from installing a complete Universal system to integrating and installing Universal machines into existing production lines.
• Universal provides a start-up support package that ensures the customer's familiarity with the machine, its operation, and its ability to handle their product.
• Field engineering project leaders are assigned to complex, multi-unit installations to ensure fastest possible time to full production.
  

Continuous Customer Support

• Following machine acceptance, Universal's standard service agreement provides emergency service and nonwearable parts replacement during the first year of operation.
• Extended support options are available through the UPTIME 100 productivity program.
• Our Worldwide Parts Sales and Distribution organization provides support 24 hours a day, seven days a week.