Support

MARCO design, manufacture, install, and support all of our installations around the world. Our products are completely ruggedized and designed to withstand the toughest of factory environments. We rigorously test all our products prior to installation, and have a first-rate support department on-hand to deal with all our clients’ needs. The MARCO Hi-Care support programme is offered with all our products to ensure that your MARCO system is fully supported in the most efficient and timely manner.

MARCO product engineer

MARCO Hi-Care is a structured support program that provides assistance to ensure that your business-critical production processes run as smoothly as possible. Each Service Level Agreement is tailored to suit each and every customer in order to reduce any risk that may arise in production. With highly trained engineers and web-based telematics, MARCO’s System Support Department have the skills required to ensure the customer has complete confidence, whether an issue requires remote or on-site assistance.

Due to MARCO Trac-IT being a global suite of products, customers have access to our support line 24 hours a day, 7 days a week. Our team can monitor scale performance, perform line refinements, and database repairs all via remote access. Alternatively, if an issue can’t be resolved over the phone or remotely, our Hi-Care clients have priority access to our team of field support engineers.

Another key aspect of MARCO’s support network is the training offered to factory floor staff and packhouse managers. Hi-Care customers are provided with onsite training, covering all aspects of the system as well as regular software training at MARCO’s HQ. This training allows members of your staff to become the MARCO system champions for your facility. This inhouse training also allows managers to gain a comprehensive understanding of the system’s functionality to make certain you are always getting the most out of your MARCO solution.

Other Key Features of MARCO Hi-Care include:

  • Reduced call-out and labour charges for unscheduled visits
  • Reduced costs for spare parts, dispatched same day during standard UK office hours
  • Detailed technician reports following all site visits
  • Software updates to promote continuous improvement
  • Scheduled visits for regular calibrations
  • A detailed service history with access to calibration reports and relevant certifications
SAFE Contractor Quality Standard System

MARCO has been awarded accreditation to the SAFE contractor Quality Standard System.

This recognises MARCO as a company excelling in all areas of work whilst on customer premises.  MARCO was assessed on every aspect of installation expertise, health and safety and risk management before receiving this nationally recognised certification.

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