17/09/2025
In July 2025, Getronics brought its Field Services operation to the United States, aiming to solve long-standing pain points for customers and expand its presence across the country.
This expansion highlights our commitment to providing reliable onsite technician services USA clients can trust, with a focus on consistency and customer experience. We spoke to the new Getronics USA team, to find out more.
What pain points in the U.S. market are Getronics solving with field services?
Providing a consistent, reliable and performance-based onsite service option for Clients with the goal of exceeding service levels (SLAs) and customer experience. Many Clients are frustrated with platform and contractor options that are not a direct fulltime ‘badged’ technician.
Currently, Getronics offers onsite direct Field Technicians in support of PCs for warranty, installation, deskside, and project services.
How much of the U.S. does Getronics cover?
Getronics is in 16 states and over 35 named metro cities, with a growth target of 20 States in the 1st year.
We are expanding our Field Services for other Getronics Clients that may reside outside the U.S. and need direct badged onsite Field Technicians in the United States regions.
This growth marks a significant step in strengthening the availability of onsite technician services USA businesses can rely on, no matter where they are based.
What are onsite technician services USA?
From your first contact to a technician at your door:
Customers contact Clients or PC manufacturers with a PC service requirement, typically through a helpdesk ticket.
Getronics has established system integration with the helpdesk to allow for a seamless interface transaction to send Field service tickets to us electronically.
Getronics call management tickets are automated to assign down to a specific city and state to the certified Field Technician covering that area.
Getronics Field Technicians utilize a Getronics owned Field Management System (FMS) application that is automated and paperless, alerting them to the day’s tickets. These are dispatched tickets identifying locations with the required service levels, such as time to respond and repair requirements.
When parts are required, Getronics Field Technicians have assigned parts pick-up locations where they may start their day to gather all parts for the tickets they are servicing.
Field Technicians are posting in-route, arrival onsite, services provided, call resolution and departure to next ticket ‘codes’ throughout the day.
Getronics back-office management is monitoring the call management system through several dashboards and ensuring daily operations are meeting the service level commitments.
Typically, all Getronics call management status of all service dispatched tickets (down to the individual Field Technicians) is transmitting in minutes through the integrated systems, keeping everyone aware of status.
How are we using technology, tools, or training to keep field services ahead of customer needs and industry trends?
Through a combination of our own Getronics North Star and Client based curriculums.
All Field Technicians must complete ongoing original equipment manufacturers (OEM) hardware certification and registered accordingly. This is monitored closely by the individual Field Technicians IDs with Getronics field mgt., training, and our Clients.
What does the future hold for Getronics in the U.S?
The Getronics Field Services are in the beginning stages. We like to say the original launch into our own entity in July is the brick and mortar for what we are building. Getronics is a proud brand and not just the United States but around the globe. Our goals are extensive. Getronics offers a much more diverse services solution than our other competitors. This includes helpdesk support, repair centres, software configuration, device monitoring, network and infrastructure devices, AI and more.
With such a wide scope, the company is laying the foundation for even broader onsite technician services USA customers will benefit from in the years ahead.
Final Thoughts
As Getronics continues to expand its footprint, customers across the United States can expect a level of service that goes far beyond the industry norm. By investing in direct, certified technicians, integrated technology, and consistent service delivery, Getronics is positioning itself as the go-to provider for onsite technician services USA, that businesses need to keep operations running smoothly.
For organisations seeking a trusted partner with a proven global reputation, Getronics offers not only field services, but also a diverse suite of IT solutions designed to grow with your business.
Interested in learning more? Request a call back from the Getronics team today to discuss how our field services can support your organisation’s needs.
