We have developed a powerful combination of integrated support systems, technologies, and policies to ensure that we can succeed at making you succeed.  All sales, service, support, production, shipping, accounting and other mission critical business functions are coordinated and managed within our ERP (Enterprise Resource Planning) software package.  Every employee at FTS knows that the company’s mission is to provide customers with the tools, systems, and support necessary to meet their environmental monitoring objectives.

We go beyond designing effective equipment and software solutions for specific environmental monitoring challenges.  Our personnel — at every level and in every department of the company — are committed to making sure each customer experiences the correct solution for their project.  We ensure every client fully understands their new system and its installation process.  Finally, we provide long-term technical and service support as required.

Support:  1.800.548.4264

(The FTS Service Group are available by telephone from
7:00 AM to 4:00 PM, Pacific Time)

Support starts at the beginning of the sales process.  FTS sales personnel are trained to help customers design effective solutions for their projects, and are qualified to install systems and provide technical assistance.  Sales personnel and customers have direct access to the FTS engineering team as needed for each situation.

When the customer’s system design is complete, the sales order is entered into our ERP system and verified against the customer’s purchase order.  Our ERP system allows customer/site specific data logging and satellite configuration information to be directly linked to the order.  This configuration information is then accessible by the production team during system integration & testing and also by the sales & service teams for future customer support needs.  After installation, all FTS customers are provided with free technical phone support for the lifetime of their systems.

Service and Maintenance

Service and maintenance options range from basic hourly-rate factory repair through to custom training to meet your specific needs and comprehensive, in-the-field installation and maintenance contracts.

Problem and Status Tracking

For those times when problems occur, FTS has developed special integrated systems within ERP for preventative maintenance, troubleshooting and then tracking problem resolution so that nothing falls through the cracks.

REMOTE SUPPORT:
On a daily and pro-active basis, our StationTrak system checks on the transmission status of our weather and hydrology monitoring stations equipped with GOES satellite transmitters so we can alert customers to field problems.  The StationTrak application routinely interrogates the NESDIS DAPS GOES data base then formats and displays the listed stations’ transmission performance.  To aid in troubleshooting, our helpdesk can display this data ‘on demand’ in a variety of formats via FTS’s intranet web page.  If you are using telephone, landline or cellular, other satellite technology or radio modem telemetry, we are usually able to schedule direct diagnostic calls to each station on an as-needed basis.

PROBLEM TRACKING:
The FTS NCR (Non-Conformance Report) system is also integrated within the ERP system. The NCR system gives every FTS employee direct access to an on-line problem or OFI (opportunity for improvement) reporting and tracking system.  It takes less than a minute to enter a report and then the report is automatically e-mailed to the appropriate manager within FTS. Problem response, responsibility, immediate actions, corrective actions, follow-up actions, action due dates, and resolution results are all automatically tracked — the system doesn’t forget!  For the full “story”, the system allows users to attach copies of Emails or other file formats such as photographs directly to the NCR report.  Periodic reviews of the reports and their results allow managers to identify systemic or recurring problems, and then apply the appropriate resources to address root cause.  Problems could be customer complaints (about any issue), supplier faults, a manufacturing, process or documentation issue — anything that isn’t right or any suggestion that presents an opportunity for improvement.

CUSTOMER SERVICE TRACKING:
When a customer calls with a specific technical issue, we open a CSR (Customer Service Request) within ERP.  The CSR system provides the same type of automatic tracking as the NCR system.  Every related e-mail, phone call notes, equipment diagnostic reports, satellite downloads, photographs, links to related NCR, FO (Factory Orders), RMA (Returned Material Authorization) tracking numbers are attached to the CSR to provide a comprehensive support and solution track.  CSRs are often used to track the results of NCR corrective actions to ensure the actions taken were successful in correcting the problem.  Even when a service situation is satisfactorily resolved, and the CSR is closed, it remains within our database for future reference if needed.

SERVICE CONTRACT DATABASE:
As part of on-site maintenance contract services, we create and maintain an on-line database for each monitoring station that customers can access.  This system and its station data resides within ERP.  The data includes site photographs, full maintenance history by serial number of sensors, dataloggers, and telemetry equipment, directions on how to reach the location, and service recommendations.  External access to this database is provided via a restricted web page using your service contract account number and password.

Customers regularly tell us that we provide an unequalled level of effective, comprehensive, practical support.  We plan to keep it that way.

(The FTS Service Group are available by telephone from
7:00 AM to 4:00 PM, Pacific Time)