Technical Support

/Technical Support
Technical Support 2017-10-17T15:12:49+00:00

Technical Support

techguyWe are constantly working to ensure that your Mindray systems when installed are fully operational and up-to-date. However, we know that the unexpected can occur from time to time. When it does, know that we have your back. The Mindray Technical Support team is strongly committed to maintaining the up time of your systems and is ready to offer you expert support whether remotely (when applicable), via phone, or in person.

Mindray offers a broad range of service solutions to meet your needs. No matter what the issue, our team of service experts is ready to help.

Remote Technical Support

You can reach us in the manner that best meets your needs, via phone or by filling out the form below.

For assistance with technical issues, call:

877.913.9663 (toll free)
650.316.3199 (outside North America)

We offer live support Monday – Friday (excluding holidays):

Patient Monitoring and Anesthesia:   8:30 a.m. to 5:30 p.m. ET
Ultrasound:   8:00 a.m. to 8:00 p.m. ET

You can also report an issue using this form>>

Technology Services

Field Service Organization

Our U.S. Field Service Organization consists of field service engineers and managers throughout the United States who are:

  • 24 X 7
  • Fully trained in our training facilities
  • Continually kept abreast of latest product information
  • Fully stocked with service parts, loaner and rental equipment
  • Ready to respond to requests for service within two hours

Each field service engineer is committed to ensuring uninterrupted operation of your systems – and your continued satisfaction.

On-Site Technical Service

We’re committed to the pursuit of excellence, in every aspect of our service organization and in the partnerships we establish with our customers.

Our resources are available 24 hours a day, 7 days a week. With a single call to our Dispatch Call Center you can schedule timely, cost effective service quickly and efficiently.

Dispatch Call Center

For scheduling service, call:

877.913.9663 (toll free)
650.316.3199 (outside North America)

We are available live Monday – Friday (excluding holidays):

Patient Monitoring and Anesthesia:   8:30 a.m. to 5:30 p.m. ET
Ultrasound (All Mindray):   8:30 a.m. to 8:00 p.m. ET
Ultrasound (Z.One PRO and ZS3):   8:00 a.m. to 8:00 p.m. ET

After hours, our centralized resources will respond to your call and will access the appropriate support resources to assure timely communications and the most effective response.

Rental Equipment

To support peak periods or emergencies day or night, when you’re faced with the need for additional equipment, your Field Service Engineer can deliver within hours.

Rely on us to provide only equipment that’s been thoroughly tested, meets product specifications, and is fully prepared for patient use. Please call for rates and availability.

Available Rental Equipment

  • A5 Anesthesia Systems
  • Accutorr Series Monitors
  • DPM Series Monitors
  • Gas Monitoring Products
  • Panorama Central Stations
  • Panorama Displays
  • Passport Series Monitors
  • V-Series Monitors

Mindray Repair Centers

Our Repair Centers are located in Mahwah, New Jersey and Mountain View, California.  Each location is staffed with our team of professional service engineers.

Mail-In Service

Ready to meet your mail-in service and maintenance needs, the Mindray Repair Centers are proud to deliver cost-effective repair and rapid turn-around.

With a single phone call you can:

  • Schedule timely cost-effective service
  • Arrange for loaner equipment to minimize downtime while equipment is being serviced
  • Be assured that your equipment is being serviced by highly trained professionals

Replacement/Repair Parts

We only use Mindray certified replacement parts, diagnostic software, preventive maintenance kits and accessories.

Biomedical Training

Service training sponsored by the Technical Support Department provides advanced technical training to assist you in obtaining the maximum benefit from your products. Standard in all courses are “Hands-On” labs, covering functional concepts, operation, calibration, troubleshooting and preventive maintenance.

Our Biomedical Training will enable you to:

  • Perform preventive maintenance, repairs, and calibration in accordance with recommended factory procedures.
  • Analyze, isolate and correct any operator or product malfunction.
  • Instruct users to safely operate and maintain their products.
  • Consult with the medical staff to maximize the effectiveness of their instrumentation.

Who Should Attend

  • Biomedical Engineers
  • Biomedical Equipment Technicians

Program Description

All training includes the following:

  • Product Features
  • Operation
  • Specifications
  • Functional Block Diagrams
  • Troubleshooting
  • Calibration/Configuration
  • Preventive Maintenance
  • Lab
  • Exam

Service manuals and training materials will be distributed at the seminar.

2017 Mindray North America Technical Training Schedule

Course Description Location Cost
Winter
Spring
Summer
Fall
September 11 – 14 A5 Anesthesia System Mahwah, NJ $6,800
September 11 – 15 A5 / A7 Anesthesia Systems (Combined) Mahwah, NJ $9,700
September 26 – 28 BeneVision Central Station Mahwah, NJ $3,000
October 2 – 3 DC-8 Ultrasound System TBD $3,000
October 4 – 6 Resona 7 Ultrasound System TBD $3,000
October 23 – 26 A5 Anesthesia System Mahwah, NJ $6,800
November 15 – 16 Smart Cart, ZS3 and Z.One PRO Mountain View, CA $3,000

 

Registration Information

You must register to attend training. The registration deadline is five (5) days before the training begins.
You may register by fax, email or regular mail. You must provide the training session name and date, and a purchase order or check from your institution. We also honor VISA/Mastercard. We urge you to register early as class size is limited and does fill up quickly.

Tuition covers the cost of training and materials only. We are happy to offer a complimentary lunch to students at our cafeteria during each day of your enrolled training session. Travel, hotel and other meals are to be paid on an individual basis by the attendee.

NOTES: Pre-registration submission does not guarantee class placement. You must complete registration and receive a confirmation letter from the Training Registrar.  Please do not make final travel reservations until you have that confirmation letter.

Training may be restricted to owners and users of Mindray products.

We reserve the right to change or cancel sessions at any time. Training may be rescheduled if registration requirements have not been met.

Registration may be forwarded to the next available session if desired.

Cancellation

Enrolled students who cannot attend the registered session must contact Mindray in writing at least five (5) days prior to the class or they will forfeit any paid tuition.

Registration:

You may register via form, email, phone, or regular mail.

Register for Biomedical Training Classes via form here>>

Or print out the above form, fill in, and send to:

Tech Support Training Administrator
Mindray North America
800 MacArthur Blvd.
P.O. Box 169
Mahwah, NJ 07430-0619

Or call us at: 877.913.9663 and follow the menu prompts

Travel, Lodging, and Transportation

pdf_downloadTravel and Lodging – Mahwah, NJ
pdf_downloadTravel and Lodging – Mountain View, CA

Certificate of Completion

A Certificate of Completion will be issued to all participants attending the training session who successfully complete the session and pass the final exam.

Service Agreements

From a full asset protection program, to emergency service with or without preventive maintenance, we will satisfy your needs, whatever your requirements, with a cost-effective service program. You can rely on us to provide equipment that has been thoroughly tested, meets product specifications, and is fully prepared for patient use.

Advantages to you – “Our Customer”

  • Performance Assurance through Preventive Maintenance
  • Factory Trained Field Service Engineers
  • Reduced Down-Time due to regular preventive maintenance
  • Loaner availability at no charge
  • Projected expense per unit
  • Reduced Administrative work with one purchase order per year, or multiple years. The choice is yours.
  • Service Calls during regular business hours M-F, 8:30am – 5:30pm local time excluding holidays
  • All parts for repairs (excluding consumables), labor, and travel are furnished at no additional charge
  • Update of equipment with latest design improvements.
  • JCAHO compliance with documentation and equipment labeling
  • Equipment history available from time of purchase

Service Agreement Features

The basis and success of a service agreement begins with the agreement’s foundation. The foundation includes the following options below, which you, the customer build upon to satisfy your needs and budget.

These service agreement options are offered in the United States. Outside the U.S., please consult with your distributor for specific needs.

Preventive Maintenance Visits – during preventive maintenance visits all covered equipment will undergo operational and functional inspection along with field calibration. All covered equipment is checked for patient safety and a written record of services performed is provided to the customer.

Electrical Safety Inspection Visit – during safety inspection visits all covered equipment will undergo electrical inspection, and a written record of service performed is provided to the customer

Bio-Medical Assistance Programs – are programs that have been developed specifically to assist customers with competent staffing who maintain our equipment themselves

Extended Warranty

We offer an extended warranty on all products at point of sale.

Value Added – Extended warranties can be purchased for up to 5 years. An extension of an equipment warranty will provide the following advantages:

Service Dispatch – 24x7x365 dispatching to Mindray NA’s Factory Trained Field Service Engineers, to support emergencies day or night.

Service Repair or Preventive Maintenance – includes all repair parts (except consumables), labor, and travel at no additional charge

  • Equipment history available from time of purchase
  • Update of equipment with latest design improvements
  • Loaner available at no charge

Covers all Service Calls during regular business hours M-F 8:30am – 5:30pm local time excluding holidays

For additional information call 800.288.2121 extension 7879 to speak with our Service Operation Team.

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Transducer Care

Keep your transducers looking shiny and new

Mindray ultrasound transducers are designed for reliability and durability. For proper operating procedure, including inspection, cleaning, and disinfection or sterilization of your transducers, please download the instructions below.

pdf_downloadMindray Transducer Operator’s Manual
pdf_downloadMindray Transducer Disinfectant Recommendation Chart
pdf_downloadZonare Transducer Cleaning and Disinfection Instruction