Fortalecimiento de procesos internos para la mejora del soporte técnico posventa de equipos de networking industrial

Abstract

In the industrial networking sector, manufacturing companies maintain strategies to sustain customer preference by building reliability through strong and structured after-sales support, which becomes a determining factor for the company’s positioning. Direct communication, equipment manufacturing, and commissioning support ensure proper operation in real-world operating environments. This project aims to standardize and improve the after-sales support for industrial networking equipment manufactured by Atop Technologies, part of the BlackBear corporate group, by providing support during service execution and optimizing internal processes such as procedure documentation, meeting records, and inventory management, among others. Likewise, it involves implementing activities with staff to promote knowledge sharing and ensure follow-up of after-sales support cases. Likewise, the project seeks to compile all the knowledge acquired throughout the professional internship into a manual that will allow any new member of the support department to use it as a guide and carry out support services with clear and concise guidelines. This ensures that the progress achieved in this project is not lost, but instead preserved and applied to future situations