Second Line Maintenance
Even the most advanced technology is not susceptible to unexpected problems. ATMs are no exception. NuSource Financial is dedicated to delivering the best ATM maintenance services in the industry. Our second line (or break-fix) maintenance services ensure quality support at every level. Whether your ATMs need a routine operational fix or something more advanced, we guaranty to find a solution in a proficient manner. NuSource Financial’s second line service technicians are trained and certified on a variety of ATM models and vendors, including Hyosung, Triton, NCR and Diebold, ensuring complete upkeep for any ATM fleet on the market. We provide our engineers in-house training sessions on a quarterly basis, maintain a professional technical support staff company wide, and require vendor technical certification for all our second line service technicians. Our second line maintenance techs have an average tenure of 13 years and many of these engineers have electronics degrees and/or military electronics training. Second line maintenance technicians perform regular ADA upgrades, PCI Compliance updates and Windows 7 upgrades, allowing your ATM channel to run at its peak efficiency. Predictive maintenance services, including preventative machine checkups, will keep your ATMs functioning flawlessly for every transaction.
No matter what the problem may be, NuSource Financial’s ATM maintenance services always begin at our call center. When our dispatch department receives a call from one of our customers or their ATM network, a call number is generated, which is then sent out to the NuSource technician who is closest to the site that is requesting assistance. We have multiple technicians servicing each region we serve in order to reach our customers in the timeliest fashion. All NuSource technicians are required to respond to the site in need of assistance within 30 minutes of receiving the message from dispatch. If and when the contact on site has been reached, it is often determined that the problem can be resolved remotely. If it is initially determined that a site visit is necessary, and the ATM services are outside of non-technical ATM operational problems, such as clearing consumable jams (like cash, paper, or envelopes), NuSource will reschedule for a second line technician to be dispatched to the site.
All second line service technicians aim to resolve the problem within four hours of being on site. To minimize downtime, we keep our fleet of second line service vehicles stocked with a full inventory of supplies. The reason for keeping our service vehicles fully equipped is because our technicians operate with the mind set of fixing the problem on their first visit. Our second line maintenance services include one preventative maintenance cleaning and inspection each year. A preventative maintenance call will automatically be generated by NuSource Financial’s dispatch system to coincide with contract renewal dates annually. It is expected that the preventative maintenance will be completed within a 90 day window of the date the call was created. All of NuSource Financial’s second line maintenance service programs are customized for each of our customers in order to meet their specific needs.