Customer Service and Support Information
1. How does the customer contact Medical Intelligence if they have a problem or question? Domestic? International? Languages supported? What are the hours of operation for the contact(s)? Domestic? International?
Sales related questions:
sales support North America:
Daniel O’Connell
Product and Clinical Applications Specialist
Code's Mill, Suite 301
53 Herriott St.
Perth Ontario
Canada K7H 1T5
phone : +1 770 715 7257
d.o'connell@medint.de
languages: English, French
Hours of operation: Eastern Standard Time, starting at 8:00 AM.
Brenda Miller
us sales support
20905 Port Gamble Rd NE
Poulsbo, WA 98370
USA
phone: +1 (800) 418 0392
b.miller@medint.de
language: English
Hours of operation: Pacific Standard Time, starting at 6:00 AM.
sales support international:
Kerstin Grüning
account manager
Robert-Bosch-Straße 8
86830 Schwabmünchen
Germany
phone: +49 (0) 8232 9692 301
k.gruening@medint.de
languages: English, French, Spanish, German
Hours of operation: Central European Time, starting at 9.00 AM.
Linda Grüner
sales support
Robert-Bosch-Straße 8
86830 Schwabmünchen
Germany
phone: +49 (0) 8232 9692 302
l.gruener@medint.de
languages: English, Norwegian, German
Hours of operation: Central European Time, starting at 9.00 AM.
Technical Support questions:
Walter Krösser
service manager
Robert-Bosch-Straße 8
86830 Schwabmünchen
Phone: +49 (0) 8232 9692 500
w.kroesser@medint.de
languages: English, German
Hours of operation: Central European Time, starting at 9.00 AM.
Product related and application requests:
Claudio Karpf
product manager robotic systems / MMS
Medical Intelligence Medizintechnik GmbH
Robert-Bosch-Straße 8
86830 Schwabmünchen
Germany
Phone: +49 (0) 8232 9692 200
c.karpf@medint.de
Hours of operation: Central European Time, starting at 9.00 AM.
Robert Mitterhauser
product manager positioning systems
Medical Intelligence Medizintechnik GmbH
Robert-Bosch-Straße 8
86830 Schwabmünchen
Germany
Phone: +49 (0) 8232 9692 202
r.mitterhauser@medint.de
Hours of operation: Central European Time, starting at 9.00 AM.
2. What is the initial response time? Any escalation?
Normally 1 business day.
Escalation would be from sales support to
Service management Walter Krößer at w.kroesser@medint.de to
Product marketing management (BF/HF) Claudio Karpf at c.karpf@medint.de to
CEO Christian Hieronimi at c.hieronimi@medint.de
3. Any after hour support available? How?
The above mentioned office hours mirror the current after hour coverage.
4. For initial training what is the procedure for setting up training? Forms? Lead time?
We have developed a form for our customers to request training. We recommend a lead time of at least 4 weeks. It is attached.
5. Can the customer get a copy of the users and service manuals?
Yes, of course.