{"id":19630,"date":"2024-10-23T15:22:18","date_gmt":"2024-10-23T15:22:18","guid":{"rendered":"https:\/\/www.oxypharm.net\/?p=19630"},"modified":"2026-01-06T09:56:58","modified_gmt":"2026-01-06T09:56:58","slug":"at-the-heart-of-customer-service-the-repair-magician","status":"publish","type":"post","link":"https:\/\/www.oxypharm.net\/en\/at-the-heart-of-customer-service-the-repair-magician\/","title":{"rendered":"At the heart of customer service: The repair magician"},"content":{"rendered":"\r\n<p>Behind the scenes of Oxy&#8217;Pharm&#8217;s after-sales service, S\u00e9bastien L. has been ensuring the proper functioning of equipment since June 2020. With method and expertise, he makes sure damaged equipment gets a second life. Passionate about his job, he gives us a glimpse into his daily life, where every malfunction is a puzzle to solve.<\/p>\r\n\r\n\r\n\r\n<p>&nbsp;<\/p>\r\n\r\n\r\n\r\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"619\" class=\"wp-image-19611\" src=\"https:\/\/www.oxypharm.net\/wp-content\/uploads\/2024\/10\/Gabarit-newsletter-1200x619.png\" alt=\"\" srcset=\"https:\/\/www.oxypharm.net\/wp-content\/uploads\/2024\/10\/Gabarit-newsletter-1200x619.png 1200w, https:\/\/www.oxypharm.net\/wp-content\/uploads\/2024\/10\/Gabarit-newsletter-300x155.png 300w, https:\/\/www.oxypharm.net\/wp-content\/uploads\/2024\/10\/Gabarit-newsletter.png 1280w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/figure>\r\n\r\n\r\n\r\n<p>&nbsp;<\/p>\r\n\r\n\r\n\r\n<p>Oxy&#8217;Pharm\u2019s customer service team is small: one and a half people, to be precise. While this might seem surprising, efficiency is paramount. <em>&#8220;We have one person handling administrative work and another dedicated to technical support,&#8221;<\/em> explains S\u00e9bastien.<\/p>\r\n\r\n\r\n\r\n<p>The technical support is divided into two main tasks:<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li><strong>Device repairs:<\/strong> S\u00e9bastien receives equipment directly at the headquarters for repairs within France. Whether it\u2019s equipment being sent back or shipped directly from the client, time is of the essence. &#8220;For items under warranty, we repair within 48 hours; for items out of warranty, it takes around 5 days.&#8221;<\/li>\r\n\r\n\r\n\r\n<li><strong>Continuous assistance:<\/strong> S\u00e9bastien also provides ongoing support to resellers and distributors, with whom he maintains a strong partnership. &#8220;It&#8217;s like continuous training: we help with troubleshooting and are always in touch.&#8221;<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<p>Each device has its own story, and repairs vary depending on the machine. The repair time for devices differs based on the type of equipment. <em>&#8220;The <a href=\"https:\/\/www.oxypharm.net\/nocotech\/nocospray\/\"><strong>Nocospray<\/strong> <\/a>is fairly easy to diagnose, usually taking less than an hour to identify and fix the issue,&#8221;<\/em> notes S\u00e9bastien. However, devices like the <a href=\"https:\/\/www.oxypharm.net\/glosair\/\"><strong>Glosair<\/strong> <\/a>often present more complex challenges: <em>&#8220;There can be up to 50 symptoms for the same malfunction. So, we have to proceed by elimination, and depending on the part that needs replacing, we might have to disassemble the whole thing. It can take between 4 and 6 hours to get the device back in working order.&#8221;<\/em><\/p>\r\n\r\n\r\n\r\n<p>In addition to his technical skills, S\u00e9bastien finds great satisfaction in solving complex problems. <em>&#8220;What I enjoy most is problem-solving,&#8221;<\/em> he confides. <em>&#8220;Whether it&#8217;s a technical or theoretical issue, I love providing a simple and educational solution. I always try to adapt my explanation so that the client fully understands, because, in the end, it\u2019s in their best interest.&#8221;<\/em><\/p>\r\n\r\n\r\n\r\n<p><strong>The repair process is a well-orchestrated routine.<\/strong> Handling damaged devices is guided by a structured process that starts as soon as the equipment arrives. S\u00e9bastien outlines the steps: <em>&#8220;For items under warranty, we start by identifying the problem as soon as the device arrives and proceed directly with the repair. Constant communication is maintained with the client throughout the process.&#8221;<\/em> For devices out of warranty, a diagnosis is made, and a quote is provided before any repairs begin. <em>&#8220;Once the quote is approved by the client, we have a 48-hour turnaround to repair the device and send it back,&#8221;<\/em> he adds.<\/p>\r\n\r\n\r\n\r\n<p>When asked if he repairs all Oxy&#8217;Pharm devices, S\u00e9bastien smiles. <em>&#8220;All except for the Sanivap. They have their own customer service team and expertise. We stick to Oxy&#8217;Pharm&#8217;s product range.&#8221;<\/em> Even though he doesn\u2019t travel for repairs, S\u00e9bastien ensures smooth communication with his clients. His work isn&#8217;t limited to just the technical aspects. <strong><em>&#8220;Human interaction is very important,&#8221;<\/em><\/strong> he explains. <em>&#8220;I feel comfortable in this job. I like adapting to the person I&#8217;m talking to and explaining issues simply, so everything is clear.&#8221;<\/em><\/p>\r\n\r\n\r\n\r\n<p>The customer service team handles around 200 device repairs per year. Since his arrival, S\u00e9bastien estimates he&#8217;s repaired around 800 devices. Among the many machines he&#8217;s worked on, he has a particular fondness for the <a href=\"https:\/\/www.oxypharm.net\/alphaclean\/\"><strong>Alphaclean<\/strong><\/a>. <em>&#8220;It&#8217;s always an interesting challenge. When you open the machine, everything makes sense. The diagnosis is logical, the symptoms are coherent, and it&#8217;s almost a pleasure to figure out what\u2019s wrong.&#8221;<\/em><\/p>\r\n\r\n\r\n\r\n<p>This enthusiasm shines through in his daily work. <strong>Every problem solved is a small victory<\/strong>, and S\u00e9bastien always takes the time to appreciate the end result. He recalls an anecdote that particularly amused him when he received a faulty Nocospray. <em>&#8220;I contacted the client to learn more about the issue, and they replied, \u2018Yes, we\u2019re having trouble with our cocotte,\u2019&#8221;<\/em> S\u00e9bastien says with a smile. Surprised by this unexpected response, he tried to make sense of the situation, but the story didn\u2019t end there. Shortly after, another client contacted him saying, \u2018I\u2019ve got a cocotte, and it\u2019s broken.\u2019 Amused by the repeated use of this unusual term, S\u00e9bastien later discovered that it was, in fact, a vocabulary mistake, behind which lay a more typical malfunction.<\/p>\r\n\r\n\r\n\r\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\r\n<p>But no matter the complexity of the situation, S\u00e9bastien always keeps the importance of his role in mind. What he wants to share with clients: &#8220;What drives me is your satisfaction.&#8221;<\/p>\r\n<\/blockquote>\r\n\r\n\r\n\r\n<p>For him, building trust is essential, and he hopes that each client feels his commitment to them. In the end, S\u00e9bastien L. doesn&#8217;t just do technical work; he is part of a human chain where every interaction counts. His passion for his job and dedication make him a valuable asset to Oxy&#8217;Pharm and to the clients who trust him.<\/p>\r\n","protected":false},"excerpt":{"rendered":"<p>In our after-sales department, he&#8217;s responsible for bringing damaged equipment back to life&#8230;<\/p>\n","protected":false},"author":3,"featured_media":19611,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[55,261],"tags":[119,18,8,49,10],"class_list":["post-19630","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles-en","category-metiers-en","tag-environmentally-friendly","tag-nocospray","tag-nocotech","tag-oxypharm","tag-sanivap"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.1.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>At the heart of customer service: The repair magician - Oxy&#039;Pharm<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.oxypharm.net\/en\/at-the-heart-of-customer-service-the-repair-magician\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"At the heart of customer service: The repair magician - 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