Equipment Repair and Service

Advanced Communications field technicians are on call 24x7 for emergency system outages. Our regular office number (505) 244-3321 is answered 24x7 by an automated attendant, and has an option to page our technicians at anytime, day or night. During normal business hours, our Customer Service Representative can be reached by telephone, fax and e-mail and will dispatch a technician upon report of any system related problems. We have technicians available in our Santa Fe office, Las Cruces and our Albuquerque office so we are able to provide a prompt response to any requests for service or to exchange faulty equipment.

Because of the critical nature of public service dispatch, we provide an on-call technician, 24 hours a day. You may call one phone number 24 hours a day to dispatch the on-call technicians regardless of the time of day or location. Our technician will provide minimal turn-around time for troubleshooting, repairs, and programming, etc.

Our Service Team

Service Manager - Robert Palenschat, 505-474-6662
Robert is the Manager of our Santa Fe location and has been a Field Technician at Advanced Communications for 9 years. His duties include coordination of installs, repairs, and Project Management of communication systems throughout New Mexico. He has extensive training with Motorola and several other systems including installation and optimization, 911 training and he is a FCC licensed technician.

Service Manager – Albuquerque – Pat Mosca 505-244-3321 x12
Pat is the Service Manager at Advanced Communication’s Albuquerque facility and has been with Advanced for 3 years. His military back-ground prepared him well for managing public safety service activities and Pat has a strong back ground in all aspects of public safety communications. Pat manages field service, shop service and installation service with ten technicians and installers.

Service Manager – Las Cruces – Dennis Ewing 575-527-4072

Operations Manager – Tom Whaley, 505-244-3321, ext. 13
Tom has over 26 years experience in the Telecommunication Industry. Twenty two years of that was spent with Motorola’s Land Mobile Products Division as a Technician, Project Manager and Service Center Manager in California, Colorado, Arkansas and New Mexico. As a Project Manager, he was responsible for the implementation , and ongoing system support for a number of large state wide communications systems, including the 95 site State of Arkansas project. As Operations Manager for Advanced Communications, Mr. Whaley is directly responsible for all aspects of their customer service, sales and service operations.

Company President – Cliff Barbieri, 505-244-3321 x15.

Service Escalation Chart

Monday through Friday 8am – 5pm

• Request for service
• Emergency Service
• Call 505-244-3321
• Can ypo
• Routine request for service
• Fax 505-244-3675
• cjenkins@advtwoway.com with copy to rpalenschat@advtwoway.com

These calls will be handled on a priority basis by our service team.
24 x 7 After Hours, holidays and weekends

• ·Request for service
• Call 505-244-3321 Our automated attendant will route call to on call technician.
• Web based service requests should not be placed for emergency service, they should be used for routine service requests only. System outages and service interruptions should be reported via telephone.

Escalation procedure
The escalation plan should be implemented if you do not receive a call back from our on call technician within 30 minutes of placing a request for service.