Program Management

Program Management

To better serve our customers, a Program Manager (PM) is assigned to each account giving you one point of contact. PMs communicate with and coordinate all activities and departments supporting your project or program. No need for you to keep a list of contacts and phone numbers, your PM handles it all. Your PM is responsible for understanding and communicating all customer and program requirements, meeting all customer metrics and performance reporting.

Customer Service

Our professional and experienced customer service team has an average of 7 years experience with ExpressPoint and 13 years in customer service. This team facilitates emergency & Priority 1 orders, responds to unplanned changes in order demand, re-routes in transit shipments, and works as an additional resource for order and shipment status complementing ExpressNet, our 24x7 real time web based information portal.

Engineering

ExpressPoint supports a wide range of technology; 24 different product sets from hundreds of manufacturers and over 300 hundred systems. ExpressPoint has developed over 5,000 functional and recertification test and repair processes and has worked with over 56,000 unique parts. Our diverse group of engineers holds degrees in a variety of areas including Electrical, Mechanical, Optical, and Chemical Engineering.

We are ISO 9001:2000 registered, all new processes adhere to these high standards. ExpressPoint’s engineering services include a wide range of capabilities: BGA Replacement, R&D, functional equivalency validation, test & repair process development, packaging specification & design, Genrad & SmartBits testing, root cause analysis, data trend analysis, process yield and quality data reporting.

Learn more about our Innovative Engineering

Information Technology

Real time information is a big differentiator. ExpressPoint’s IT team works closely with the Program Manager and customer to build an information exchange custom to the program leveraging the widest range of IT interfaces (EDI, XML, HTML, FTP, etc.)

In customer reviews we continually hear how ExpressNet (our 24x7 web information portal) separates us from the competition; we provide real time instant access to the information our customers need to make decisions, making us immediately responsive to their needs.

Technology service and support does not work if you don’t know where the parts are and what their status is… Real time!

Business is done on a network. When it goes down, so does momentum, sales & service. Businesses depend on the high-reliability and the high-availability of their networks. ExpressPoint prides itself with 99.9% system uptime.

Repair Operations

Our Repair Operations Team is dedicated to efficiency and quality. They monitor process and quality indicators daily to ensure consistency and reliability. Through our asset tracking barcode we can monitor where a specific product is in the repair process ensuring the repair is completed on-time. We also monitor multiple repaired items, perform root cause analysis and repair process design improvements to reduce ELF and increase MTBF. Constant repair yield monitoring enables us to enhance our repair processes to reduce cost and future failures. And, when it comes to creative repair solutions this team can’t be beat. Often they can fix a product without having to buy a costly new component part; working with Engineering to craft a cost-saving solution.

Each year we repair over 240,000 products during which we create, revise and update hundreds and hundreds of custom repair solutions. Here is yet but one example of what we do to create value through technology repair: Our Engineering and Repair Operations teams collaborated to engineer a printer cover repair component to be stronger and more reliable than OEM new, saving our customer $80,000 annually on this one part alone…Imagine what we can do for you.

Learn more about our innovative engineering solutions…

Logistics

Our logistics teams complete the inbound receipt, packaging, and outbound shipment processes. Throughout the day they handle thousands of individual shipments: bulk truckloads from central distribution centers and individual packages direct shipped from “the site” by field engineers and stores. Our logistics teams work with all of the large logistics and transportation companies enabling our services across North America and in select International markets. This team does and outstanding job for our customers handling over 1.2 million items shipped annually.

Receiving

Every day thousands of packages arrive at ExpressPoint’s facilities, many are processed and shipped out the same day. Others contain components for repair or are integrated with other products before shipment. Each package is carefully sorted, processed and delivered to its secured warehouse location or staging area. Some programs feature our specific asset tracking capabilities where all inbound products receive a barcode enabling real-time event, status, and reason code tracking.

Shipping

Frequently, as quickly as they come in, products are ready to go out, thousands of packages are shipped daily. Shipping processes are unique for each customer, a recent significant software investment integrated 159 different shipping processes into 9 processes across all major carriers (UPS, FedEx, DHL, etc). This investment significantly increased shipment process efficiency, reducing costs to our customers, and increasing accuracy.

Specialized Packaging

We care about your technology equipment. Bad packaging is often the cause of damage and out-of-box failures. We design and create specialized packaging for all our customers’ products. All packaging is tested including drop tests, crush tests, etc., to ensure your product will arrive safely. Our packaging is so good our customers frequently discard their own and use ours in their service and logistics operations.