The key for growth for any medical device manufacture is there ability to effect repairs and service it's products, failure to honour this obligation will result in poor sales.
This is were the service engineer role is paramount he needs more than the skills to repair he needs the art of diplomacy the skill of communication the patience of a saint and Geoff is right he has to handle all the abuse directed towards him as he represents the the good or bad of his company..
Good after sales is the key to success but unfortunately many companies don't see this they only see it as an extra cost and a reduction off bottom line profits.
