Get Expert Support

Wilhelm has an excellent reputation for quality service and support. This reputation has come about through dedicated and committed staff who thrive in our culture of taking pride in the trade, working safely, and improving patient outcomes.

Our goal is to provide the highest level of support to all customers through a 24-hour telephone support, 1300 239 889 and email, servicemanager@wilhelm.com.au. We offer our expertise to help you minimise equipment downtime so that you can focus on improving patient care.

Wilhelm Service and Support Team

Our team has over 100 years’ cumulative experience and has successfully delivered & supported hundreds of operating theatres throughout Australia. Our service team is based out of Sydney, with trained representation in Victoria, South Australia, Western Australia Tasmania and New Zealand.

Service Process
Our support process is aimed towards and continuous improvement.

This includes:

  • Service call process to make sure that we capture the details of your service call and offer support as quickly as possible

  • Ticketing, asset management and spare parts handling

  • Service report and recommendation

  • Client service dashboard

Service Agreement Offerings

Wilhelm offers ad-hoc service work and two (2) service levels with KPI’s adjusted to suit each client’s requirements as part of their standard service offering.

Maintenance Partner Package (MPP)

The MPP offers a client:

  • annual maintenance calls as recommended by the manufacturer on all equipment included in the contract;
  • priority over non-contract holders;
  • reduced service labour rates;
  • reduced parts costs, including hot swap spares; and
  • transport where required at cost.

Technical Support

WILHELM provides additional technical support to all customers,

  • 24-hour telephone support 1300 239 889
  • Email servicemanager@wilhelm.com.au
  • On-call engineering assistance.
  • Service hours 8am-5pm, Monday to Friday Business Hours

Elite Partner Package (EPP)

The EPP includes all services and benefits supplied under the MPP offering, plus the following:

  • all corrective / emergency repairs as required (subject to terms and conditions);
  • all parts and labour (subject to terms and conditions); and
  • accommodation and transport expenses.

The advantages of the Elite Partner Package are:

  • Prolonging the working life of your equipment and ensuring long term reliability
  • Fixed servicing costs on the maintenance of your fleet which will limit the potential for the department budget overrun.

Technical Support

WILHELM provides additional technical support to all customers,

  • 24-hour telephone support 1300 239 889;
  • On-call engineering assistance;
  • Technical reference materials; and
  • Service hours 8am-5pm, Monday to Friday Business Hours.
   Ad Hoc  MPP  EPP
 Annual maintenance calls as recommended by the manufacturer  ✓
 Priority over non-contract holders ✕   ✓
 Reduced service labour rates ✕   ✓
 Reduced parts costs, including hot swap spares ✕   ✓
 Transport where required at cost ✕   ✓
 24-hour telephone support 1300 239 889    ✓
 Email reporting and assistance ✕   ✓
 On-call engineering assistance ✕   ✓
 Service hours 7am-4pm, Monday to Friday Business Hours  ✓
 All corrective / emergency repairs as required ✕  ✕ 
 All labour included ✕  ✕ 
 Accommodation included ✕  ✕ 
 Transport expenses included ✕  ✕ 
 Technical reference materials access ✕