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 Worldwide Capabilities
Omneon currently has satisfied customers located throughout the world -- on six different continents and 55 countries. Omneon maintains Regional Technical Support Centers with a dedicated team of Technical Support Engineers (TSE) and a Regional Technical Support Manager (TSM) to support North-South America, the Asia-Pacific Region (APAC), and Europe, Middle East, & Africa (EMEA).
These regional support teams are augmented by additional technical support resources within specific countries. Omneon will continue to grow its support capabilities and expand regional and global inventory and support resources to ensure we meet or exceed the needs of our customers. Omneon maintains regional depots at critical locations globally to provide inventory, parts replacement, and logistics management – ensuring parts are delivered to our customers on time -- worldwide.
24x7 Technical Assistance Center (TAC)
The Omneon Technical Assistance Center (TAC) is located at Omneon Headquarters in the heart of Silicon Valley in Sunnyvale, California, with some members of the team located at other strategic locations worldwide. The TAC is staffed 24 x 7 by Omneon Technical Support Engineers (TSEs) and provides first level technical support, case management, and problem resolution. Acting as the focal point of for all communication and case escalations, the TAC consults and advises both the mission critical Omneon account team (Account Manager, Regional Field Service Managers) and key customer contacts.
The TAC works closely with Omneon’s Regional Field Service Teams located around the globe to quickly respond to and resolve customer technical issues. The TAC is also staffed by Level-2 Technical Service Engineers to whom more complex customer support cases are escalated for investigation and resolution.
Omneon Worldwide Service adheres to a multi-tier case escalation policy, where the most critical cases are reviewed and managed daily to ensure prompt resolution and closure. At any time, any member of the service team has access to all company resources 24x7 to aid in the diagnosis and resolution of any service case or customer query. The most critical cases are reviewed and managed daily to ensure prompt resolution and closure.
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