Mobile Computer Support

Mobile computers are an essential tool that workers depend on to get the job done. We can help you make sure your mobile computers are ready to go, fully functional, and up to date.

Overview of Support Levels

BasicBasic+Basic+SparesFull Support
Manage Multiple Manufacturers
Manage Factory Maintenance Contracts
Manage RMAs
Manage OEM Repairs
Access to OneTouch Web Portal
Device Configuration
Spares Pool
Remote-In Support
On-Site Support

Support Level Details

EMP will manage your OEM maintenance contracts for you, tracking their expiration dates and renewing as needed. EMP can also manage your MDM (Mobile Device Management) contracts, keeping them current and using the MDM to support the devices.

EMP will also manage the RMA process from the factory, going through any necessary support process, sending you the RMA number and shipping label. We then follow the repair process to ensure the device is repaired and returned.

All of this is managed through the EMP OneTouch portal. The end-user enters their site information, device information, and we take it from there.

Warehouse worker using MC9300 handheld mobile computer

EMP will configure the device for you before it is sent back to the end-user. This can be done with or without the spares pool. A one scan configuration barcode will be set up for each site and EMP will manage the configurations so the devices are ready to use with no additional IT intervention when they arrive.

In addition to the Basic features, EMP will manage a spares pool for you. When your site has a broken unit, we will request the RMA from the OEM, then send a hot spare from the pool to the site for immediate delivery. We will then replenish the spares pool with the repaired device.

Mobile Computer Support

EMP will provide first-line support for your end-users. Instead of contacting your in-house IT team, your users will contact the team at EMP. We will then use the required MDM tools to remote into the device to attempt to resolve the issue. If the issue cannot be remedied remotely, we will make a trip on-site to diagnose and fix it. If these methods are unsuccessful, we will manage the repair and return of the device through the OEM.

Not seeing what you need? No problem! We will customize a service package for you. Pick from the above services, or add in additional support that would be beneficial for your organization. Contact us today to learn more!