Scalable Global Field Services

Designed with providers in mind, the Shyft Certified Network is a scalable, dynamic talent network built to deliver quality outcomes for every customer. This program gives providers the freedom and support they need to meet and exceed work order scope requirements at scale by taking advantage of Shyft’s strong market position as a facilitator of premier outsourced IT services. The Shyft Certified Network enables and supports a premier field service offering designed around customer service, timeliness, professionalism and technical expertise.

With more than 1,500 technical resources certified in multi-vendor technologies, we have the expertise necessary to install, implement, maintain and support the most complex IT environments. Whether your customers are migrating to the cloud or to new desktops or implementing new technology across multiple sites and geographies, our global field service solutions are effective in any multi-platform environment.

Shyft’s technicians have extensive field experience, with many holding decades of tenure. Our team is adaptable and flexible to meet regional requirements, has multilingual capabilities in many areas and maintains a high first-time fix rate.

To maintain and expand our deep knowledge base, each field service engineer undergoes customer-specific training regularly as well as targeted training that aligns to technological trends and market initiatives and provides for continuous updating of industry and OEM certifications. Shyft’s strong bench and access to top talent in the technologies and geographies that matter most enables OEMs to focus on core capabilities without sacrificing quality or customer experience.

When you add Shyft's global resources to extend or outsource your service delivery capabilities, we become part of your team, delivering a broad scope of technical capabilities worldwide based on your and your customers’ evolving business needs. With Shyft's uniquely designed field solutions for IT maintenance, professional services and IT project work, you’re empowered to focus your internal resources on developing innovative new ways to serve your customers — while we handle the rest.

Combining field service and depot repair tasks under a single partner can create synergies through close collaboration. When field service engineers work closely with Shyft’s global repair depots, their findings help diagnose failures more quickly. Additionally, access to repair history data — including "No Problem Found" cases — allows our repair experts to provide valuable feedback to the field service engineers, improving their ability to diagnose future field issues faster and more efficiently.

The Shyft IQ Platform is a modern IT platform purpose-built to be dynamic and scalable while enabling seamless collaboration and information gathering for timely deployment and quality outcomes. The Shyft IQ Platform simplifies and powers:

• Case creation and triage
• Technical deployment and support
• Parts stocking logistics
• Case lifecycle management
• Escalation management
• Performance reporting

To support the full case lifecycle and enable repeatable, quality outcomes at scale, Shyft’s Command Center provides consistent oversight of active cases, escalations, SLA performance and more. Combined with field service work plans that set clear expectations for repeatable processes across our network, the Command Center helps to ensure all field service activities are completed consistently on time and predictably on budget.

Pull reporting overviews in real time and deliver customized visibility into your customers’ products. Real-time data enables responsive adjustments for continuous and improved efficiency, and our service management tools offer insight into installation scheduling and tracking, technician training, open ticket management task reporting, SLA-detailed reporting, activity reporting, service completion and more.

Serve your customers more efficiently with Shyft’s time-tested best practices, multiple SLA coverage models and proven service delivery methodology. Our automated scheduling, tracking, managing and reporting tools reduce administrative tasks, drive efficiency and offer greater visibility into the execution of your customers’ projects.

Providing multi-site deployment, migrations, maintenance and support, staff augmentation and other field services globally for server, storage and network OEMs is core to our global field services organization. We facilitate the support of various technologies by delivering a global multi-vendor field services solution under your badge or ours, helping to reduce complexity — even in a variety of infrastructures.

In a highly regulated industry that relies on vital, often life-changing devices and equipment, having an outsourced services partner you can trust like your own team is essential. As an authorized and certified service provider for hospital and medical environments, Shyft provides ongoing maintenance and support services that help retain medical device integrity, extend product value and promote positive patient outcomes. Our medical device field services are further supported by our ISO 13485–certified facilities around the globe.

Retail technology innovators and OEMs can scale service operations efficiently and offer a seamless next-generation retail experience with global field services from Shyft. As a trusted and experienced consultant for technology decisions and refreshes, Shyft can deploy, maintain and support a wide variety of retail technology solutions in a multi-vendor environment, minimizing downtime to enhance in-store experiences. This includes POS endpoints and kiosks, servers and workstations, cables and networking, enterprise applications, back-office equipment, IT infrastructure and more. 

Finding a single services provider who can help you expand your reach, skills and capacity is one of many challenges in the public sector. With in-depth knowledge of key government-mandated requirements and initiatives, deep subject matter expertise and resources dedicated to analytics, Shyft is proud to offer infrastructure maintenance, resource management and dispatch, emergency response support and additional field services to technology companies in the public sector.

Shyft’s global field services are delivered through an expansive hybrid model, with on-demand access to over 1,500 technical resources across the globe. Our flexible delivery methodology is optimized around changing requirements and evolving market demands, which means the services your customers receive are on par with industry standards to give them the best customer experience possible and protect your brand. 

Shyft operates a 24x7x365 Global Technical Assistance Center (GTAC) to manage field services and support. Our GTAC is staffed with IT service delivery experts who are dedicated to increasing operational effectiveness, reducing costs and exceeding expectations. Leveraging best-in-class tools and methodologies, this L1–3 team of technicians, engineers and customer service representatives is integral in providing work order management, technical support and resource coordination for both internal Shyft resources and trusted global delivery partners.

With needs-based services delivered on your behalf, our technical expertise and experience allow us to maintain your products as an authorized provider, protecting your brand and delivering exceptional quality throughout the entire field service cycle. We also cover hardware needs under your predetermined SLAs to ensure your customers continue receiving the high-quality global field services they expect from your brand.

The one-size-fits-all approach never fits anyone very well. We put the right people in the right place at the right time, serving your customers when and where they need it most on a global scale. Shyft’s breadth and depth of readily available resources enables you to scale up or down as business needs require — and to choose the coverage model that works best for your customers. Our operational economies of scale offer consistent and reliable services while significantly reducing costs and complexity.

With OEM-trained technology specialists who offer three levels of support, our robust mix of product parts, labor and technical expertise help keep your customers’ systems up and running at optimal levels. Our team is trained to work with your products and respond quickly and efficiently to customer requests for support on your behalf, consistently delivering the right solutions based on the combination of products and services you choose.

As you might expect from a service provider backed by a world-class distributor (TD SYNNEX), our domestic and global footprint are exceptionally well-suited for meeting the needs of our field services customers. Our geographic footprint enables us to offer two- and four-hour field service SLAs to reach 99% of the US and Canada population, with extended coverage across the EMEA and APAC regions through our Shyft Certified Network of badged technical resources and trusted partners.  

Shyft can manage the global forward and reverse logistics of your parts in our locations, minimizing your overhead costs and maintaining accurate inventory levels. We offer secure warehousing at global fulfillment centers, which keeps parts closer to your customers for expedited delivery. We also provide inventory management and transportation control for value-added services.

The strength and scope of TD SYNNEX — including 200+ global forward stocking locations — paired with the Shyft Certified Network means Shyft’s global field services solution is well-positioned to mitigate risk, preserve business continuity and deliver a consistent global field service experience — all through a single point of contact.