Retail Hardware Maintenance

Retail is the most demanding industry for service level agreements; when a point of sale unit is down in a store, the ability to sell products is diminished. Point of sale is a critical failure point for the retailer so downtime needs to be minimised to ensure continued ability to process sales and provide control at store level. TRC Solutions have been providing on-site hardware maintenance services to retailers since 1991. We understand the need to be able to provide on-site fix services, 7 days per week, 364 days per year.

Our world-class support team have unrivalled industry experience and knowledge, we act as a single point of contact for the installation, servicing and support of ePOS Systems. We are hardware agnostic and have a team of field engineers available across Ireland and the UK who can be onsite with replacement parts within the contractually agreed service level agreement times. Our office-based customer support team focuses on diagnostics and solution provision which can be deployed quickly and securely by our geographically located engineers.

The TRC Solutions Support team is available from Monday – Friday, during business hours. To contact the team please call +353 1 2963160 from Ireland and +44 161 826 8751 from the UK.

TRC Solutions provide hardware maintenance services to some of the biggest names on the high street, with hundreds of stores relying on us to keep them operational every day. Our field service engineering capability and inventory logistics processes are in place to enable us to offer challenging service-level agreements to our clients.

We offer a range of hardware deployment and support options such as:

Hardware Installation: Including project management, staging and on-site installation

Peripheral swap-out: Fox example, we roll out new pin pads across an entire retailers estate

On-site fix/replacement: Available 7 days a week, 364 days a year

Custom service level agreements: These can include 4-hour response for critical failures

Outside of office hours, our clients are covered by our ‘Emergency Support Service‘ option. This service supplements the usual office hours support and will be available 7 days per week from 7:30 am to 9 am and from 5 pm to 10 pm on weekdays and 7:30 am to 10 pm on weekends and bank holidays. This ensures our clients are covered from 7:30 am until 10 pm all week for all their support needs.

Hours outside this window are available on request. This service is reserved for emergencies only and there may be additional charges for using this service for non-emergency situations. Please check the terms of your support contract to see if you have opted for the ‘Emergency Support Service‘ option. If you are unsure, please contact us and we can confirm full details.

To contact the TRC Solutions ‘Emergency Support Service‘ (outside of standard office hours), please call +353 1 2830800 and ask for Unit 116036. You will be asked to leave your full contact details and a member of our support team will return your call.

Fergus Dooley has been at the helm of the customer support team since 2009. As Customer Support Director, he leads both our in-house and remote support teams. Fergus is responsible for managing the delivery of targets for customer satisfaction, monitoring goals, motivating the team, and ensuring world-class levels of customer service.

Fergus manages all customer service escalations, inventory management for our hardware engineers and planning after-sales support for our customers in Ireland and the UK.

Connect with Fergus on LinkedIn here