In addition to MRSE’s field service and in-house repairs, the technical support provided for our customer’s machinery is unmatched. We implement a variety of technical support options ranging from traditional phone and computer troubleshooting, to the remote access system “EWON” produced by HMS Networks. MRSE has been recommending and installing these remote systems for over a decade, achieving great success and positive feedback from customers since its introduction.

The EWON, which stands for “Eyes Watching Over Network,” was designed to provide our customers with a remote industrial connection point to their machine’s network. This point of connectivity allows MRSE engineers to directly access your machine’s network on your production floor from our facility here in Massachusetts. The EWON permits our team to evaluate, identify and solve issues within the machine parameters without having to send a technician on site to perform troubleshooting. One of the many great features of the device is that it can be moved from machine to machine, meaning one unit can provide connectivity to whichever machine it is mounted on.

At MRSE we want to hear feedback from customers and try to foster the best lines of communication we possibly can. We feel that if your machine’s problem can be identified and solved over the phone, via email or better yet with the EWON system, we should utilize those options before money is spent on a service visit for on-site repairs. Long-term customers taking advantage of the EWON system can attest that for the small expenditure it yields great results for their production schedule.