A new partnership and servicing higher-end machines are transforming the company into a one-stop-shop for dealers and OEMs.
Many dealers recognize Hytec Dealer Services as the company that provides quality circuit board repair and technical troubleshooting assistance for a wide range of office imaging technology. Besides serving as an authorized parts repair facility for most of the OEMs, Hytec supports and administers most OEM equipment warranty programs as well. Now dealers have another reason to partner with Hytec.
Earlier this year the company became the exclusive distributor for AMETEK/ESP’s power protection products.
“We want to be the one-stop-shop for the dealer’s service division,” said Eric Auman, president. “We can handle repairs across multiple brands, provide warranty support, and help protect their MFPs and printers with advanced power protection devices.”
This new partnership offers unique benefits to Hytec’s dealer customers, including faster order processing times, same-day shipping, and an overall enhanced level of customer support. Most ESP customers were already using Hytec’s services and this partnership gives the company the ability to single-source their power protection and parts from one vendor. Another advantage for ESP is that Hytec’s inside sales team communicates regularly with dealers, and the company has a tech-support hotline and real-time website that dealers can access to place orders.
“We’re trying to take care of the dealer as a full partnership versus just handling circuit boards,” added Jennifer Amatucci, Hytec’s vice president, business development. “Our goal is to drive additional service value and savings to all of our dealer partners.”
Functional live testing is just one of the services performed by Hytec Dealer Services.
Keeping up to date
Long-standing relationships with the OEMs are what enable Hytec to meet the needs of so many dealers.
“It took us many years to gain the trust of most-every OEM in our industry because they all compete with each other,” explained Auman. “Hytec takes great pride in all our trusted partnerships and supports only genuine OEM solutions. Hytec uses genuine OEM parts on its repairs, which is very important because it ensures the dealers’ MFP’s remain UL compliant.”
It’s an ongoing endeavor to keep track of what’s new. Hytec typically receives an alert from the OEM that they’ve released a new machine, then Hytec purchases that test-bed from the OEM, adding it to its support catalog. Dealers then receive an email informing them know about the new models that are supported along with a part number grid so the dealer can add those items to their system for future ordering. This often takes place within three to six months after a machine is introduced, sometimes sooner if Hytec is responsible for the OEM warranty.
Quality assurance is the name of the game at Hytec Dealer Services.
Each time a dealer looks at a part in Hytec’s online catalog or if they’ve typed in a part number that isn’t found in the catalog, Hytec’s inventory system tracks that information. If enough dealers are looking for a part, it’s added to Hytec’s inventory.
“We work with them to capture their use of the parts, then identify what they’re ordering from us so they can help identify any missed opportunities,” explained Amatucci.
Hytec shares the engineering data it collects with the OEMs, so they can see what’s happening in the field with their equipment, and to identify the parts most likely to have issues.
Besides traditional MFPs and printers, Hytec is branching out into higher-end devices. The company recently began providing support on the Océ ColorWave wide-format machines. In addition, Hytec is beginning to provide its services to other vertical markets to further diversify. Additional repair volume helps ensure Hytec will continue to drive savings to imaging dealers.
Every component that Hytec Dealer Services receives and ships is handled with care.
With its many OEM and dealer relationships, and expanded offerings is there an opportunity for Hytec to grow in a world where print volumes are trending downward?
The key is continuing to remain relevant and maintain great partnerships acknowledged Auman.
“It’s a mature market for sure, but there continues to be room for incremental growth. We see improved reliability on a lot of the equipment compared to before, but now almost every dealer and OEM direct organization uses our services. And that’s why we partnered with ESP—it gives us an extra touch with our dealer customers.”
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