17/09/2025
In July 2025, Getronics formally launched its direct Field Services operation in the United States. The objective is clear: deliver consistent, performance-driven onsite support through certified, badged technicians rather than fragmented contractor networks.
The expansion addresses common customer frustrations in the U.S. market, particularly around reliability, accountability, and service-level consistency. We spoke with the Getronics USA team about what this launch means in practice.
What pain points in the U.S. market are Getronics solving with field services?
Many organisations rely on contractor-based platforms where technician quality, accountability, and service consistency vary widely. This often leads to missed SLAs, inconsistent customer experience, and limited operational visibility.
Getronics addresses this by deploying full-time, badged field technicians directly employed or managed within its operational framework. The result is greater accountability, clearer escalation paths, and measurable SLA performance.
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 footprint provides scalable coverage across major U.S. markets, with planned expansion to additional states during the first year of operation.
What are onsite technician services USA?
How the service operates:
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.
Service status updates are transmitted in near real time through integrated systems, providing transparency for clients, helpdesks, and field management teams.
How are we using technology, tools, or training to keep field services ahead of customer needs and industry trends?
Through structured internal programmes and client-aligned training frameworks.
All field technicians maintain up-to-date OEM certifications and role-specific credentials. Certification status is actively tracked through technician IDs and monitored by field management and client governance teams.
What does the future hold for Getronics in the U.S?
The U.S. launch represents the foundation for a broader service portfolio. Beyond onsite field services, Getronics supports clients through integrated helpdesk operations, repair centres, configuration services, device lifecycle management, network and infrastructure support, and AI-enabled service optimisation.
The long-term objective is to deliver a unified service ecosystem — combining local presence with global operational standards.
Final Thoughts
As Getronics expands its U.S. footprint, organisations can expect a field service model built on direct technician accountability, integrated systems, and measurable SLA performance.
For businesses seeking a partner that combines local presence with global operational maturity, Getronics delivers structured, scalable onsite support aligned to enterprise requirements.
