FSR Support

Field Service Representative (FSR) Support

Field Service Representatives (FSRs) are available to provide technical support and operational process consulting for a wide array of logistical, maintenance, supply, and Standard Army Management Information Systems (STAMIS) computer technology.

MAT FSRs are available upon request and can assist either in our backyard at Fort Hood or at remote locations worldwide. MAT Field Service Representatives are:

• Subject Matter Professionals – Prepared to spend the time to properly troubleshoot system issues to ensure the proper solution is applied correctly, the first time.
• SAMS-E Academy Graduates – Graduates of the SAMS-E Academy, a rigorous, internal, 10-day SAMS-E training course culminating in a pass/fail final exam.
• Historically Successful – Provide both New Equipment support through the fielding of SAMS-E and sustainment support of multiple STAMIS Systems, modern and legacy, at numerous military installations inside the Continental United States (CONUS) and Outside the Continental United States (OCONUS).
• Available & Flexible – Travel to customers for guidance on an “as requested/scheduled” basis with as little as one-week’s notice. This flexibility allows our FSRs to react quickly to a wide array of challenges and to proactively plan and develop a tailored troubleshooting process.

We will send Subject Matter Experts (SMEs) to your site to assist in ensuring that your STAMIS system is functioning properly. This service is great for units that are just receiving their systems or that have an issue they cannot seem to resolve. MAT FSRs can tailor support to meet your requirements and needs:

• Over-the-Shoulder (OTS) Training – FSRs are available to travel to individual units or organizations to not only assist with SAMS-E technical and functional guidance, but also, as most are veterans of the Armed Forces, to provide assistance with routine automated maintenance and supply processes. This is best conducted in a site visit to the location where the logistical activity is being conducted or where updates are being made within the SAMS-E System by the operators themselves.
• Reach-back Capability – All FSRs possess the necessary training and skills required for independent customer assistance and have immediate access to the MAT software developers, MAT Service Desk, and MAT senior management should the need arise.
• Service Desk (Help Desk) Assistance – All FSRs routinely assist the TIER III Service Desk at McLane Advanced Technologies’ headquarters, which allows them current visibility of customer-related application issues and affords them the additional practice to hone their system troubleshooting and repair skills.