On behalf of the client
A day with our service technicians
We have accompanied Jochen Heyne for one day.
Jochen Heyne from Technical Support has been working at Apostore for three years. As a service employee, the 58-year-old is responsible both for customer enquiries and for commissioning, maintenance and repair of our machines.
"Most of all problems can be solved quickly on the phone. If the customer's concerns are more complex, we visit the pharmacists and help on site".
Our customers can contact us via our hotline. Once they have described their problem, we give telephone instructions on how exactly the error can be corrected. If a visit by the technician is necessary, we will drive by the respective pharmacies and help on site. In doing so, we meet with many different people. That is what makes the job so interesting!
Jochen Heyne, Apostore Service
Satisfied customers, that's what counts
When the friendly technician starts his working day, he never knows what to expect. Every day is different and brings with it different tasks.
In one pharmacy a new machine is installed, in another one maintenance is pending. Heyne and his colleagues know all about our storage systems and take care of their inspections. "Technically speaking, everyday life is very varied," explains the experienced expert. But a service employee not only requires specialist knowledge, but also a flair for people.
We adapt to our customers. Whether it's an urgent service call on site or maintenance outside pharmacy opening hours - it's the customer's needs that determine the approach.
The range of services at a glance
After an automat has been installed in a pharmacy, it is put into operation. Depending on the type of vending machine, this takes on average between five hours and five days. Commissioning includes the calibration and running-in of the system, customer training and the connection to the inventory management system. The service technicians ensure that all active components in the machine are connected and that the necessary data is fed into the IT system.
When the machines are put into operation, customers are trained on site. This allows the employees to familiarise themselves in detail with their new supportive robot and to clarify possible questions directly with a specialist. At the end of the first training, when the machine is ready for operation, the first storage takes place. Under expert guidance, the PKA/PTAs learn how to operate the machine. Sorting does not have to be specified. "The machine sorts itself, this is called 'dynamic storage'. But it knows exactly where which packages are stored," reveals Jochen Heyne. Once the packages have been stored, the pharmacy is fully automated. "And another customer is satisfied," Jochen Heyne is pleased to report.
Three to six months after commissioning, the first maintenance of the machine takes place. During a follow-up training session, a technician will answer all the employees' open questions on site. Afterwards, the machine is serviced every six months. "During this we check the system behaviour and thus ensure the functionality of the machine", says Heyne.
The repair of an automatic machine is also part of a service technician's job. Jochen Heyne differentiates between a planned and an unplanned repair: "A planned repair may be necessary due to the operating behaviour. In the case of an unplanned repair, technical problems must be solved immediately. But this is rarely the case," reports the technician.