Expert Technical Support. Wherever You Are.
When production is down, waiting for a technician isn't always the fastest solution.
GEM ASSIST™ connects you directly with a factory-trained Gem technician through secure live video, allowing us to troubleshoot, diagnose, and resolve many issues without waiting for an on-site visit. Whether you need help with setup, maintenance, printer adjustments, or troubleshooting, you'll receive the same knowledgeable support from the technicians you already know and trust.
Powered by TeamViewer Pilot, GEM ASSIST provides a simple, secure connection using your smartphone or tablet. With just a few taps, our technicians can see exactly what you're seeing and guide you through the solution in real time.
Why Use GEM ASSIST?
Reduce production downtime
Receive expert technical guidance without waiting for travel
Diagnose many issues during a single remote session
Save the cost of unnecessary service visits
Get face-to-face support from experienced Gem technicians
Ideal for troubleshooting, maintenance, installations, operator questions, and trial equipment
How It Works
Contact Gem Technical Service.
Download the secure TeamViewer Pilot app.
Connect with a Gem technician.
Follow live, step-by-step guidance while we work through the issue together.
It's that simple.
When Remote Support Isn't Enough
Some service situations require hands-on repair. If an issue cannot be resolved remotely, our technical team will coordinate the next appropriate step, whether that's scheduling an on-site service visit or arranging an in-house repair. Our goal is always to get your production line running again as quickly as possible.
Available With Your Service Program
GEM ASSIST is available as a standalone remote support service or can be incorporated into qualifying service agreements. It is also available to customers evaluating equipment during trial periods.
Ready to schedule a remote service session?
Complete the request form below and a member of our Technical Service team will contact you promptly.
GEM ASSIST is currently available to customers in English and Spanish.