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Global Support Network

Customer Service and Technical Support Center

Professional, Efficient, and Comprehensive Intelligent Warehouse Technical Support Services. Our global team ensures your equipment runs at peak performance 24/7.

Apply for Technical Support Contact Online Customer Service
7×24
Support Available
15+
Service Network
Locations
99.8%
Issue Resolution
Rate
Neotel Technical Support Center
GLOBAL NETWORK

Global Technical Support Network

Neotel offices and authorized partners across 5 continents provide localized technical support, training, and maintenance services

China (HQ)
Europe
Asia
Americas
Africa
Headquarters

Neotel Technology Co., Ltd

Building 18, No.1588, Lian Hang Rd, Minhang, Shanghai, China 201112
Tel: +86 400 088 1622
Fax: +86 21 5102 6636
Email: info@neotel.tech
Website: global.neotel.tech
Neotel Europe Office

Neotel Technology Europe GmbH

Winckelmannstr. 81, 12487 Berlin, Germany
Tel: +49 (0)30 56590956-8
Fax: +49 (0)30 5659 095-60
Email: info@neotel.tech
Website: neotel-technology.de
Italy

Win-Tek S.r.l.

info@neotel.tech
France

GEMADDIS

info@neotel.tech
Spain

Bwit

info@neotel.tech
United Kingdom

Accelonix

info@neotel.tech
Scandinavia / Baltics / Poland

SMT House

info@neotel.tech
Turkey

Sinerji

info@neotel.tech
Japan

Daiichi Jitsugyo Co., Ltd (DJK)

info@neotel.tech
Vietnam

Authorized Partner

info@neotel.tech
Malaysia

Premtronic / DJK Malaysia

info@neotel.tech
India

Authorized Partner

info@neotel.tech
Singapore

Authorized Partner

info@neotel.tech
Thailand

Authorized Partner

info@neotel.tech
Philippines

Authorized Partner

info@neotel.tech
Indonesia

Authorized Partner

info@neotel.tech
Pakistan

Authorized Partner

info@neotel.tech
Brazil

Fuji do Brasil

info@neotel.tech
United States

Fuji America / Hanwha

info@neotel.tech
Mexico

DJK Mexico

info@neotel.tech
South Africa

TESTERION

info@neotel.tech
South Africa

Truth Electronic

info@neotel.tech
OUR SERVICES

Comprehensive Technical Support Services

Five specialized service channels to ensure your equipment operates at peak efficiency with minimal downtime

Online Customer Service

Real-time Chat Support

Connect with our support team instantly through real-time online chat. Bilingual support in Chinese and English ensures clear communication regardless of your location.

  • Real-time chat with live support agents
  • Bilingual support: Chinese and English
  • Available Monday to Friday, 9:00 AM – 6:00 PM (CST)
  • Quick answers for common issues and product inquiries

Phone Technical Support

Direct Engineer Access

Speak directly with our experienced engineers for complex technical issues. Our hotline +86-4000881622 connects you to specialists who understand your equipment inside and out.

  • Hotline: +86-4000881622
  • Direct access to certified engineers
  • 7×24 emergency support for critical issues
  • Multi-language support available

On-site Technical Support

Certified Engineers at Your Facility

Our certified field engineers visit your facility for installation, maintenance, calibration, and hands-on training. Preventive maintenance programs keep your equipment running at peak performance.

  • Installation, commissioning, and calibration
  • Preventive maintenance programs
  • Operator and technician training
  • Global coverage via Neotel offices and partners

Remote Technical Support

Remote Diagnostics and Troubleshooting

Our engineers connect remotely to diagnose and resolve issues without the need for an on-site visit. Remote desktop access and screen sharing enable fast, efficient troubleshooting.

  • Remote desktop diagnostics and control
  • Screen sharing for guided troubleshooting
  • Software updates and configuration adjustments
  • Reduced downtime with rapid remote response

Customized Technical Consultation

Tailored Solutions and Process Optimization

Work with our solution architects to design customized implementations tailored to your unique production environment. From process optimization to MES/ERP integration, we ensure a seamless fit.

  • Tailored solutions for unique production environments
  • Process optimization and workflow analysis
  • MES/ERP integration consulting
  • Capacity planning and scalability recommendations
HOW IT WORKS

Service Process

Five clear steps from request to resolution – transparent, trackable, and efficient

1

Submit Request

Submit your support request via phone, email, or online form with issue details

2

Assessment

Our team reviews the issue, assigns priority, and identifies the right specialist

3

Solution

Engineers develop a targeted solution plan and communicate the resolution approach

4

Implementation

Execute the fix via remote, on-site, or guided self-service, depending on the issue

5

Follow-up

Verify resolution, collect feedback, and document for continuous improvement

SERVICE GUARANTEES

Service Level Guarantees

Our commitment to response times, resolution rates, and ongoing maintenance excellence

30 min

Rapid Response

Fast response across all support channels to minimize your downtime
  • Online Chat30 minutes
  • Phone Support2 hours
  • On-site Dispatch24 hours
99.8%

Issue Resolution Rate

Industry-leading resolution rate backed by experienced engineers and comprehensive diagnostics
  • First Contact Resolution85%+
  • Critical Issue Escalation4 hours
  • Overall Resolution99.8%
Annual

Preventive Maintenance

Free annual maintenance checks included with all support plans to prevent issues before they occur
  • System Health CheckIncluded
  • Calibration VerificationIncluded
  • Software UpdatesIncluded
FAQ

Frequently Asked Questions

Quick answers to common technical support questions

How quickly can I get technical support for my equipment?
We offer multiple response tiers: online chat support responds within 30 minutes during business hours, phone support within 2 hours, and on-site engineer dispatch within 24 hours. For critical production-stopping issues, our 7×24 emergency hotline (+86-4000881622) provides immediate access to senior engineers.
Do you provide support in my country?
Yes. With our headquarters in Shanghai, a European office in Berlin, and authorized partners across Asia, the Americas, and Africa, we provide localized support in over 20 countries. Our partner network includes Daiichi Jitsugyo (Japan), Premtronic (Malaysia), Win-Tek (Italy), GEMADDIS (France), Accelonix (UK), SMT House (Scandinavia/Baltics), Fuji do Brasil (Brazil), and many more.
What does the annual maintenance check include?
Our free annual maintenance check covers a comprehensive system health assessment, calibration verification, software update installation, hardware inspection, and performance optimization recommendations. This proactive approach helps prevent unexpected downtime and extends the operational life of your equipment.
Can you integrate Neotel equipment with our existing MES/ERP system?
Absolutely. Our customized technical consultation service includes MES/ERP integration support. Our solution architects work with your IT team to design seamless data flows between Neotel equipment (SMD BOX, NEO SCAN, NEO LIGHT, NEO COUNTER) and your existing manufacturing execution and enterprise resource planning systems.
What languages are supported by your technical team?
Our headquarters team provides bilingual support in Chinese and English. Through our global partner network, we also offer localized support in German, Japanese, French, Italian, Spanish, Turkish, Portuguese, and other regional languages. Remote support sessions can include real-time translation assistance.
How do I submit a technical support request?
You can submit a support request through multiple channels: call our hotline at +86-4000881622, email info@neotel.tech, use our online chat during business hours, or fill out the contact form on our website. For fastest response, include your equipment model, serial number, and a description of the issue.

Need Technical Support? We Are Here to Help

Whether you need troubleshooting, maintenance, training, or integration assistance, our global team of engineers is ready to ensure your equipment performs at its best.

  • ✓
    7×24 emergency support hotline for critical issues
  • ✓
    15+ service locations across 5 continents
  • ✓
    99.8% issue resolution rate with experienced engineers
  • ✓
    Free annual preventive maintenance included
  • ✓
    Remote diagnostics for rapid issue resolution
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Contact Us Directly

Our support team is standing by to help
Hotline
+86-4000881622
7×24 Emergency Hotline · Global Coverage · 99.8% Resolution Rate