The Philips hub also has simulator equipment up and running so that engineers can put their hands on the technology that the customer is using.

"A customer may call in an error message on their screen on a CT scanner and our engineer will go into the system remotely, be able to look at the error logs and diagnose it," Thomas said. He noted that they even have older machines that are not sold anymore but still need technical support.


Another important ability that the service center has is to tap biomedical engineers anywhere through its information portal. This allows service of legacy equipment by specialized technical staff or consultants wherever they may be.

"Let's say we have an older product, a vintage product still in use. With the capability we have in Atlanta an engineer in Iowa could be supporting someone in Florida. We can get the customer or the engineer to the right remote person anywhere within the Philips network," he said.

Service of medical equipment is more important than ever with today's advanced, computer integrated technologies. Also, with an industry-wide sales slump, and uncertainty over health care reform, service of the installed base takes greater priority.

"It's an opportunity to truly differentiate ourselves in our customers' eyes, investing in technology to better serve them," Thomas said. "Sales sells the first piece of equipment and service sells the second."


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