Service Division


Our service division covers South Africa, Sub-Saharan Africa and the Indian Ocean Islands. We support over 4,000 different instrument installations. A team of technicians and support staff are based across South Africa in Johannesburg, Cape Town, Bloemfontein and Durban (with subcontractors available in outlying areas). We have our own field service engineers in Moçambique and Zambia to support our export regions.

Technicians are constantly trained on new and existing equipment either in South Africa or at international manufacturer’s premises. Our main service hub is in Johannesburg and with our Customer Call Centre, we are able to manage technicians, their activities and customer requests. In addition to this, we sub-contract to various companies who utilise our infrastructure to support their equipment.

Our 24 hour, 7 day a week hotline call centre is based at our head office in Johannesburg which is where all incoming customer technical calls are logged by dedicated service coordinators to ensure the best possible response times. The call is logged on our CRM system to track calls and response times. Telephonic support is provided initially where user guided actions are sufficient to remedy the fault which avoids unnecessary engineer visits. If the matter is not resolved, the call is escalated to an applications specialist or field service engineer for additional actions. The calls are retained for the history on each instrument which assists with future pro-active maintenance. Spares that used frequently are carried in our spares warehouse. These spare parts and consumables are based on the manufacturer’s recommendations as well as our own local experience in the market.

Service proposals for all the instrumentation and equipment supplied by The Scientific Group are offered to our customers. These contracts are designed to be flexible in order to meet the needs of our customers, with either a basic cost-effective preventative maintenance contract or a fully inclusive gold service contract. Either option will offer our customers complete peace of mind.

 
Service and Repair Contracts

  1. Service and repairs are performed on all our equipment in South Africa and most Sub-Saharan countries.
  2. Preventative Maintenance Contracts: Preventative maintenance occurs between one and four times per annum dependent on the instrument type and supplier requirements and only spares are not covered.
  3. Full Service Contracts. This contract offers all inclusive preventative maintenance servicing, parts, labour and travel for a minimum period of one year. It may be extended on an annual basis.
  4. Where required, we offer certification for products requiring accreditation.