Acer America has expanded its commercial business unit in Canada to meet the needs of small and medium enterprise (SME) customers and their IT departments. To support this new focus, Acer has moved call centre support services from off-shore to North America and made considerable investments in resources including service and support.
All commercial customers in Canada who purchase Acer commercial products will receive a premier level of technical service and support from Acer’s North American call centres, now located in Windsor, ON and Temple, Texas. This new premier service includes toll-free access to customer support that is designed to provide more immediate and complete issue resolution to commercial customers.
The technicians responding to commercial customer inquiries are equipped to troubleshoot, diagnose and solve complicated end-user issues in both English and French. Acer’s new premier technical service level applies to all commercial customers who purchase Acer Veriton desktops, TravelMate notebooks or Acer servers, regardless of the quantities of products they purchase. In addition, Acer has enhanced its programs for Authorized Service Providers (ASPs) to provide commercial customers with improved on-site support options.
“Acer means business in every sense — and we’ve made the investments to positively impact our commercial customers — from our superior and professional technical and customer support as well as to our product enhancements ranging from design and development, software integration, and installation,” said Terry Tomecek, general manager, Acer Canada. “Customers will be especially impressed by the superior level of technical support they receive from our North American call centres. Our highly-skilled technical support representatives will be able to provide guidance and resolve issues quickly and reliably to get our customers back to work.”
As part of its expanded commitment to commercial customers, Acer has announced that Michael O’Beirne will be leading the new commercial product management team as senior director, commercial product marketing. In this new role, O’Beirne will oversee product management and programs related to Acer’s commercial business for both Canada and the United States. Prior to this position, O’Beirne worked in various roles at Acer Canada. He has more than 20 years of experience in various sales, marketing, and management roles with leading IT solutions providers including Electronic Data Systems, Novell and HP.
Acer made additional investments in personnel to better address the unique needs of Acer’s commercial customers and their IT departments. The company now has a dedicated commercial product management team that will report to O’Beirne, new engineering resources, and has expanded its commercial sales team by 50 percent.
According to the Partner Research Corporation, Acer is the number two PC provider in Canada and has held the number one Canadian market share position in LED and LCD displays for 26 consecutive quarters.