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Rapid Response

Uncomplicated and Responsive Customer Service

While each organization is unique, the healthcare industry as a whole wants two things when an issue arises: immediate access to their service provider and prompt resolution of the issue. Canon Medical Systems’ entire issue resolution process is designed to effectively reduce your equipment downtime to a minimum.

Assist Centre

⁠One phone call connects you to both technical and applications support.

Your initial request for service is placed via a toll free hotline available to serve you on a 24/365 basis. Friendly bilingual Call Agents located in our ASSIST call centre in Canada will request your equipment site number, contact name, telephone number and the problem with the equipment. A service request number will be issued to you. The Technical Service person assigned to your site will contact you and perform an assessment of the situation. In some cases, service can be restored over the phone.

⁠InnerVision Plus

Remote Diagnostics Option.

As Diagnostic Imaging technology becomes increasingly complex, remote diagnostic services like InnerVision become more important and necessary than ever before. Representing the next generation of proactive support and quality assurance, InnerVision can periodically monitor your imaging equipment to ensure it delivers the clinical excellence you, your staff and your patients expect. Should a problem be detected our highly trained and motivated service staff are standing by and can perform online diagnostics to identify and resolve the issue quickly and efficiently.

 

  • Automated predictive diagnostics alert us to a potential issue before it becomes a problem
  • Proactive monitoring helps minimise costly downtime and the need to reschedule exams
  • This option includes the supply of an InnerVision PC, maintenance of the PC, InnerVision software, annual licence fees and remote review of data during the normal hours of your Service Agreement. All items provided remain the property of Canon
  • Using InnerVision our technical specialists can connect to your system to begin diagnosis
  • Our experts are able to explore solutions on-line, frequently resolving issues without the need for on-site services

⁠Field Service

The reason for our outstanding customer satisfaction.

Our Service Centres are strategically located to provide optimum on-site response times based on our equipment population and contractual commitments. Regardless of the Service Agreement, you will always deal with an assigned Technical Service Person, that knows your equipment, site, staff and doctors. During the service visit, our technical personnel will attempt to replicate and validate the reported problem. Once reproduced, they will employ typical troubleshooting techniques and diagnostic tests as defined by the eqiupment manufacturer.

Our Field Service Representatives are:

 

  • Licensed to meet local regulatory requirements including workplace health and safety, electrical and radiation
  • Specifically trained to endorse competency on each model.
  • Manufacturer trained, authorized and approved.
  • Backed by a guaranteed escalation strategy including provincial, national and manufacturer support personnel.
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⁠Parts Depot

Minimize downtime thanks to our Canadian-based Parts Depot.

If parts are found to be required they will be ordered and supplied with same day to next delivery depending on the availability of courier services to your site.

Spare parts used in Canon Medical Systems Canada supplied equipment are primarily sourced from the manufacturer of the equipment. This limits the supply chain to a few select vendors with Canon Medical Systems Corporation being the primary supplier. Canon Medical Systems Canada maintains a spare parts stocking location in Markham, ON for critical and known high usage parts. This domestic control of materials minimizes potential of parts delivery disruptions due to international events beyond our control. Our inventory specialists are constantly monitoring parts usage and revising buying patterns to ensure we have the right part at the right time delivered to the right place. This stocking location enables quick delivery anywhere in Canada. Parts which do not have high incidences of failure are stocked in International warehouses in the USA, Europe and Japan where quick access to expedited freight handlers can provide for quick delivery to Canada. The combination of a Canadian spare parts location and the 3 worldwide spares stocking locations ensures little to no disruption in the delivery of spares parts.