Providing Exceptional Support for Southwest Microwave Customers
Technical Service Team Offers Site Support, Troubleshooting and Training Sessions

To get the most out of your security system, it’s important to have someone you can turn to with technical questions. At Southwest Microwave, state-of-the-art perimeter security systems are backed by excellent technical support to help customers achieve optimum functionality for the systems they have in place at their facilities.

“The goal of the Technical Service Team as a whole is to take care of the customers who have already installed a security system,” says Gus Fitch, Technical Groups Manager. “You can have the best equipment in the world, but if you want to keep customers loyal, you need good technical support. So it’s very important that we support the customer in any way we can.”

Southwest Microwave’s Technical Services Group is divided into two teams. The Technical Sales Team works with the customer before the sale. They handle any technical issues the customer may have while the system is in the design phase.

“Our technical sales representatives are very knowledgeable about particular applications for our equipment, which allows them to help the customer get the right system for a specific project,” says Fitch. “It is their responsibility to find out what a customer wants out of the system, and what level of performance they want it to achieve.”

Southwest Microwave’s Technical Service Team is the “post-sale” arm of the group. They assist with initial setup of a system and with troubleshooting of technical issues once the system is in place.

The Technical Service Team is comprised of seven experts: Fitch, John Wietfeldt, Assistant Manager for Technical Services and Training, and Factory Service Representatives Pat Smith, Cass Mayer, John Arrison, Jim Heath and Tim Claus.

Field Commissioning for First-Timers
Once a security system is installed, making sure it’s 100% operational is crucial. As such, one of the team’s main responsibilities is system certification. This involves a full inspection of the newly installed system, and any technical support that may be required.

“If we’re dealing with a first-time customer, we go to the site after the installation to make sure the system was installed properly and set up according to Southwest Microwave’s specifications and requirements,” says Mayer. “We also run a complete system test to check if the software, the hardware, the connections and cables are functioning and responding correctly. We look for anything out of the ordinary or potential problems and fix them on the spot.”

Heath adds, “Certifying a site also involves making sure the system meets both Southwest Microwave’s standards and the customer’s expectations.”

Troubleshooting Technical Issues
The team also offers on-site technical support for those experiencing issues with their system.

“Occasionally, an issue can’t be resolved remotely. In those instances, we will go to the site and troubleshoot,” explains Mayer.

When not out in the field, the group can be found providing technical support over the phone.

“When you’re taking technical calls, you get a wide variety of questions coming in,” says Claus. “Everything from computer connection issues to inquiries about system set up.”

“The most challenging part of working in technical service is trying to diagnose what’s going on so that we can guide the customer to the appropriate solution,” says Arrison.

Fitch says he starts off with the most basic questions, such as asking if the system is plugged in or if it has enough power.

“Depending on the system, it’s important to go through a progression of questions to determine the origin of the problem—whether it’s power, equipment or a site-related issue,” explains Fitch.

“We work as a team. Our entire staff knows every inch of our equipment because they work with it in the field on a daily basis. When customers call in, anyone can help them,” says Fitch. “If a customer asks a question, it will get answered in a timely and professional manner.”

Additional Technical Support
To help avoid system pitfalls down the road, the Technical Service Team insists that all customers of their INTREPID™ systems receive technical training before their equipment is shipped. John Weitfeldt helps manage the technical services team and is also in charge of the technical training sessions. The classes are hands-on, as students are taught to put equipment together and program system software.

“After the second day of training on our INTREPID™ MicroPoint™ Cable system, we test students on what they have learned up to that point. On day three, students are taken out to our test field, where they set the map parameters for an actual site, then calibrate and program final settings for the system,” says Wietfeldt. “The first part of the session provides students with instruction on operational theory and system configuration. The second part allows them to apply what they’ve learned.”

Aside from MicroPoint Cable training, the Technical Services Group offers classes on INTREPID™ MicroTrack™, microwave sensors and Perimeter Security Manager software. While the majority of classes are held at company headquarters in Tempe, Arizona, Wietfeldt and other trainers also provide field training sessions for customers in different parts of the world.

“Training is a must,” says Wietfeldt. “If a customer calls in and they haven’t been trained, it becomes very difficult to help them fix their problem.”

Fitch and Wietfeldt also produce technical manuals and other documentation for integrators and installers of Southwest Microwave products. These include Product Profiles, which offer general information on the function of a product, and Technical Notes, which serve as tips for customers about installing and operating the system.

A New Day, a New Challenge
With such a broad range of product installations, the Technical Service Team expects new challenges to constantly come their way.

“This job is always changing,” explains Wietfeldt. “The scenarios we face are never the same from day to day, and every site supported by our team is unique.”

Visiting end-user sites has certainly given the Technical Service Team the opportunity to travel and see new places.

“I really enjoy doing field work because it exposes me to interesting applications and customers in different parts of the world,” says Claus.