Service / Product Support

Municipal

Trojan is committed to providing local service and global support. For municipal product support, please contact your local service representative or contact Trojan's regional offices.

Design/Engineering Support
Beyond our role as a manufacturer, Trojan offers many additional services to existing and prospective customers. During the project design phase, Trojan offers engineering support by ensuring that each UV disinfection system is appropriately sized for the application, and provides detailed, site-specific CAD drawings showing the new equipment placement within the treatment plant.

Analytical Support
Trojan offers analytical support by performing analysis of water samples (including Collimated Beam testing, TSS, UV Transmission, particle size characterization, iron, hardness, etc.) as well as on-site demonstration studies and pilot studies.

Trojan maintains a staff of highly trained Service Technicians to provide installation support, start-up assistance, operator training, and routine and emergency service. Trojan’s service team includes technicians who are deployed from Trojan’s head office in London, Ontario, and several Trojan-employed technicians based throughout the United States. The bulk of Trojan’s resources for local service and support are provided through our international network of Manufacturer’s Representatives and service contractors.

To be eligible to offer Trojan Certified Service, all Trojan service representatives must undergo a comprehensive certification process that involves classroom training at Trojan’s head office and extensive field training, led by Trojan’s experienced technicians.

24/7 Telephone Support and Remote Troubleshooting
Trojan provides over-the-phone assistance from our Technical Assistance Center (TAC) in London, Ontario. Trojan Service Technicians staff our call center Monday to Friday, 8:00 am to 5:00 pm (EST). After hours emergency support is available 24 hours a day, seven days a week through a toll-free number. All Service Technicians within the Call Center have field experience and are thoroughly trained to provide installation support, start-up assistance, and equipment troubleshooting.

The Trojan Technical Assistance Center is also equipped with sophisticated capabilities to connect with the PLC of our installations in order to monitor, upload programs, and troubleshoot systems remotely. This access allows faster response in diagnosing system irregularities, and can expedite service times. It’s quick, convenient and, in many instances, can save the expense of a service call.

Spare Parts Availability
Trojan maintains stocking centers in North America and internationally to ensure adequate quantities and quick turn-around time for aftermarket parts. Spare parts and replacement parts can be express shipped to the plant site, upon request. Maintenance and Inspection Contracts Maintenance and Inspection Contracts are also offered to customers who wish to take a proactive approach to the operation and maintenance of their UV system. In conjunction with our Representatives, we will also develop a tailored maintenance schedule and contract for a facility in order to provide operator re-training, equipment inspection, lamp change-outs, etc. at a frequency defined by the customer. It’s a customized service program that inspires confidence.