
With a nationwide team of field service engineers (FSEs), 626 is one of the fastest-growing third-party service providers in the healthcare technology management market.
626 supports medical imaging equipment from leading OEMs including Siemens, GE, Philips, Toshiba, and Del Medical.
Goal: Improve Technician Productivity and Reduce Parts Waste
To scale efficiently while maintaining quality, 626 aimed to improve FSE productivity and reduce unnecessary parts usage. As a rapidly expanding company in a competitive market, leaders also needed to address broader challenges:
- Recruiting, training, and retaining a distributed workforce
- Ensuring consistent, high-quality service across all regions and modalities
- Managing rising operational costs tied to parts, logistics, and stockouts
- Empowering FSEs with real-time guidance to reduce dependency on senior engineers
- Maximizing customer uptime and improving first-time-fix rates
Solution: Resolution Pathways for Medical Imaging Work Orders
626 partnered with Neuron7 to bring AI-powered Resolution Intelligence into their service operations. By analyzing product manuals, troubleshooting guides, and case notes, Neuron7 delivers dynamic, guided workflows and AI-powered search directly into the tools FSEs already use.
FSEs will be able to resolve complex equipment issues faster, with less guesswork, fewer parts, and more confidence.
What’s Next: Scaling Resolution Intelligence to Drive Field Efficiency
As Neuron7 is integrated into service workflows, 626 is positioned to unlock measurable gains in service efficiency and quality, including:
- 5% projected reduction in parts waste
- 33% decrease in time-to-productivity for new FSEs (from 6 months to 4)
- Improved FSE capacity and reduced overtime through better first-time fix rates
- More issues resolved without escalation to senior engineers
- Improved part prediction and smarter inventory management
Next, 626 plans to expand Resolution Intelligence to additional work order types and modalities, with the goal of increasing issue resolution speed and consistency across all regions.
Read next: How TransLogic is transforming field service with AI.
Other Case Studies

