Service Department
Our tailored service solutions encompass comprehensive equipment service, dedicated software support, and flexible service agreements. Whether you need on-site repairs, preventative maintenance, or expert phone support, our equipment service team handles everything from high-density automated machinery with moving parts—such as vertical lift modules, carousels, Kardex and Spacesaver systems—to stationary casework, shelving, hinges, locks, and more. Our software service division provides specialized support for the applications that drive your equipment, offering remote and on-site troubleshooting, ticketing via our new service portal or direct email, and self-help through our searchable knowledge base. To keep your systems running smoothly over the long term, we offer customizable service agreements designed to manufacturer specifications, with tailored preventative maintenance options, multi-year discounts, and scheduling frequencies that align with each vendor’s requirements.
HOW CAN WE HELP YOU TODAY?
Frequently Asked Questions
To request equipment service, click "Equipment Service" in the "How can we help you today?" menu. If your equipment has a Southwest Solutions Group QR code sticker, simply naviate to our Service Portal via the QR code, enter your zip code, and request service. If your equipment does not have a Southwest Solutions Group QR code sticker, please fill out our Equioment Service Call Request form and we will be in touch shortly to schedule your service.
We service electronic and automated equipment with moving parts—such as vertical lift modules, carousels, Kardex, Spacesaver systems, and evidence lockers—as well as stationary casework, shelving, hinges, locks, and more. We handle repairs, preventative maintenance, and phone support for any equipment you’ve installed.
Yes, our team provides phone support for troubleshooting equipment issues before an on-site visit. We can guide you through diagnostics or schedule a service call as needed.
Our service territory is defined by manufacturer-authorized dealer regions. To confirm coverage, please contact us with your equipment location and we’ll verify eligibility.
You can request a service agreement quote by clicking the “Service Agreement” button in the "How can we help you today?" menu, or by contacting our service agreement specialist, Chelsea Brown, directly via phone or email.
Yes, we offer discounts on multi-year service agreements—just let us know your desired term and equipment profile, and we’ll provide a tailored quote.
You can open a software service ticket by emailing [email protected] or by clicking the “Software Service” button from our "How can we help you today?" menu.
Our software service team aims to respond to all support requests within two business hours.
We support Power Pick (Kardex) systems for vertical lift modules and carousels, AutoCrib, ControlLock for Spacesaver evidence lockers, legacy TZ lockers, Keynius (Vpod) smart lockers, and peripherals such as batch lights, printers, and badge readers.
Yes—anyone can request software support without an active agreement. We’ll assess and fix the issue first, then provide a quote for ongoing support if needed.
We offer both on-site and remote training for all supported software platforms. You can request training through [email protected] or by clicking the “Software Service” button from our "How can we help you today?" menu.
Our portal includes a searchable knowledge base with articles and installation guides—simply use the search feature to find your issue and review the featured resources before submitting a ticket.
