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Support Team

Expertise at your fingertips

As part of our "Total Solution" approach, IL offers complete technical support and service.  We believe that good customers are the key to good business—and we want you to know that we are here to answer your questions.

Field Service Organization
Our Field Service Organization provides onsite maintenance, repair and troubleshooting of our traditional Critical Care analyzers. So that we may serve you more quickly and effectively, this group operates from a number of locations across the country and maintains a full inventory of parts at each location.

Technical Sales Representative (TSR)
The TSR is responsible for providing and supervising support for the GEM® family of products.

Technical Support Group
Please contact this group for technical phone support at 800-678-0710.  If necessary, a member of this group will turn your call over to the Field Service organization or TSR for resolution.

Clinical Information Technology Analysts
This group is responsible for advanced data management telephone support and field support when necessary for our GEMweb® Plus and IMPACT for Critical Care customers.

Clinical Information Technology Consultants (CITC)
This group performs installations and training of GEMweb Plus and IMPACT data management products to a variety of healthcare professionals and IT personnel. 

Depot Repair
If an instrument in our GEM product line requires service, we will arrange to have your instrument returned to our Depot Repair department.  We will be glad to help you with the shipping logistics and/or packing supplies needed to return your instrument, and provide you with a loaner instrument.  To arrange for Depot Repair, please contact our Customer Service department  at 800-955-9525, Option 3.

ISO 9001:  2000 and ISO 13485:  2003 Certifications
IL's ISO 9001 and 13485 certifications—recognized worldwide as standards of excellence and quality of process—demonstrate our commitment to the highest level of customer satisfaction.  To achieve this, every member of our Technical Support group is actively involved in our "Continuous Improvement Cycle."  This means we are constantly finding and implementing new ways to improve our support services.  We hope to anticipate your needs, and exceed your expectations.