rus
Качественная сервисная поддержка – одно из необходимых условий эффективной эксплуатации и большого срока службы оборудования. Особенно актуальна эта проблема в сфере высоких технологий, где применяются не только технически сложные, но и нередко уникальные машины и приборы. В связи с этим мы попросили руководителей и специалистов ведущих поставщиков технологического и исследовательского оборудования рассказать об организации работы сервисной службы в их компаниях, оперативности оказания помощи, применении удаленной диагностики, обслуживании региональных клиентов.
High-quality service support is one of the necessary conditions for effective operation and long life of the equipment. This problem is particularly relevant in the high-tech, where are used not only technically complex, but often unique machines and devices. In this regard, we asked the managers and specialists of the leading suppliers of process and research equipment to tell about the organization of the service support in their companies, timeliness of support, the use of remote diagnostics, servicing regional customers.
High-quality service support is one of the necessary conditions for effective operation and long life of the equipment. This problem is particularly relevant in the high-tech, where are used not only technically complex, but often unique machines and devices. In this regard, we asked the managers and specialists of the leading suppliers of process and research equipment to tell about the organization of the service support in their companies, timeliness of support, the use of remote diagnostics, servicing regional customers.
ElTech provides an entire range of works related to the creation of high-tech companies and scientific centers, from the technical audit and development of the project documentation to the commissioning and maintenance. Therefore, the service department of ElTech works in two areas. On the one hand, as part of the complete service we provide the staff training after delivery of an equipment, warranty and post-warranty maintenance, remote support. On the other hand, service is also being developed as a separate area, and there is a lot of customers with high-tech equipment that need maintenance.
Qualification and experience of engineers gained in 10 years of work, allow us to provide services up to complex repair of various technological and engineering equipment. The service engineers receive periodic training and professional development in the factories of equipment manufacturers. ElTech also provides training of customer’s personnel in the house of the manufacturer. A wide range of partners among equipment manufacturers, cooperation with leading technical universities of the country allow us to solve the most complex tasks in the repair and maintenance in the shortest possible time.
The standard manufacturer’s warranty is one year since commissioning of the equipment, but our company offers enhanced warranty service. During extended up to three years warranty our engineers regularly visit customers and conduct diagnostic tests to prevent possible breakdowns and malfunctions. This allows our customers to extend the life of equipment, to protect resources and prevent waste and breakage, which can lead to the shutdown of a production line or an entire plant. The goal of our service department is to ensure the stable operation and to avoid expensive downtimes.
Often the extent of the problem can be assessed only after the departure of qualified specialists. However, we use remote support when we receive a request from the customer. With the required options and the Internet connection our experts remotely connect and check the equipment for any software failures and errors. Typically, the customer’s personnel is trained as an equipment user and is not qualified to determine the cause of the fault, so a part of the software problems is resolved remotely. The response time to the request of the customer in ElTech is from one to three days.
We have extensive experience in maintenance of engineering and processing equipment, so the stock of spare parts is maintained at the optimal ratio of customer requirements and economic feasibility. Since the range of the supplied equipment is very wide, it is impractical to keep the availability of all spare parts. The most common and most running parts we have in stock, but rare and unique, the range of which for the high-tech equipment is quite wide, the service department orders as needed. Cooperation with European partners allows us to achieve the delivery of the required spare parts within seven days.
Work in the regions is very important, as the company has constructed or equipped facilities in more than 40 subjects of the Russian Federation. Therefore, the main ElTech’s service centre is located in Moscow, which connects all transport routes.
Intech Analytics provides an entire range of services from engineering and supply of equipment to commissioning and subsequent warranty and post-warranty maintenance. Such level of service requires dedicated service department, staffed by professional certified experts that are able to solve various problems of installation, configuration, and repair of the supplied equipment and systems.
As an ASP (authorized service partner) of a number of foreign companies, we pay great attention to the quality of service. We understand that the better we do our job, the more customers will turn to us again and will tell about us to their colleagues from other companies.
Our service engineers carry out maintenance of vacuum systems, furnaces, sputtering equipment and other equipment throughout Russia. Most of the work we try to run at the customer’s site, and when this is not possible, the equipment is transported to one of our service areas for repair and testing. For example, in Zelenograd we repair pumps, chillers and other components, in St. Petersburg perform more complex repairs of pumps (from small laboratory to large industrial), blowers, leak detectors, vacuum gauges and other equipment.
Keeping in stock a large range of spare parts and offering substitutions for a number of positions, we tried to create the most comfortable working conditions, to reduce downtime of production facilities, which minimizes costs to our customers. As high-tech equipment requires a competent and timely service, we pay great attention to its maintenance, continuously develop service department and organize trainings for our employees in Russia and abroad.
Since 2002 Cryosystems has accumulated rich experience in servicing different types of equipment. Our service is carried out in strict accordance with the regulations of the manufacturers. It is particularly noteworthy that we have all the necessary certificates, and our service engineers are trained and certified at Kashiyama, Shimadzu, Anest Iwata, Stirlring, Brooks and others in Europe, Japan and the USA. Overall the work of service department can be divided into the following categories: warranty and post-warranty repair; commissioning; maintenance; participation in the design of equipment.
The customer may request the service department by e-mail, using the form on the website or by phone. All incoming requests are registered. The first phase of the assistance is remote diagnostics and in approximately 30% of cases it is enough.
A special offer in our service-center in Moscow is free diagnostics of Anest Iwata pumps, including, in the customer’s presence, it is only necessary to pre-arrange the time.
Routine maintenance is performed within a predetermined time, in other cases the dates of departure of our engineers depend on how busy they are, whether there are the necessary spare parts in stock. We have in stock everything for routine maintenance and service kits for mass-produced equipment, therefore, only in a few cases the customer must wait for delivery of the required spare parts from one to two weeks.
We service customers throughout Russia, and also customers can send the equipment to the service center (if dimensions allow). Before sending our engineers advise customers about packaging and transport.
Qualification and experience of engineers gained in 10 years of work, allow us to provide services up to complex repair of various technological and engineering equipment. The service engineers receive periodic training and professional development in the factories of equipment manufacturers. ElTech also provides training of customer’s personnel in the house of the manufacturer. A wide range of partners among equipment manufacturers, cooperation with leading technical universities of the country allow us to solve the most complex tasks in the repair and maintenance in the shortest possible time.
The standard manufacturer’s warranty is one year since commissioning of the equipment, but our company offers enhanced warranty service. During extended up to three years warranty our engineers regularly visit customers and conduct diagnostic tests to prevent possible breakdowns and malfunctions. This allows our customers to extend the life of equipment, to protect resources and prevent waste and breakage, which can lead to the shutdown of a production line or an entire plant. The goal of our service department is to ensure the stable operation and to avoid expensive downtimes.
Often the extent of the problem can be assessed only after the departure of qualified specialists. However, we use remote support when we receive a request from the customer. With the required options and the Internet connection our experts remotely connect and check the equipment for any software failures and errors. Typically, the customer’s personnel is trained as an equipment user and is not qualified to determine the cause of the fault, so a part of the software problems is resolved remotely. The response time to the request of the customer in ElTech is from one to three days.
We have extensive experience in maintenance of engineering and processing equipment, so the stock of spare parts is maintained at the optimal ratio of customer requirements and economic feasibility. Since the range of the supplied equipment is very wide, it is impractical to keep the availability of all spare parts. The most common and most running parts we have in stock, but rare and unique, the range of which for the high-tech equipment is quite wide, the service department orders as needed. Cooperation with European partners allows us to achieve the delivery of the required spare parts within seven days.
Work in the regions is very important, as the company has constructed or equipped facilities in more than 40 subjects of the Russian Federation. Therefore, the main ElTech’s service centre is located in Moscow, which connects all transport routes.
Intech Analytics provides an entire range of services from engineering and supply of equipment to commissioning and subsequent warranty and post-warranty maintenance. Such level of service requires dedicated service department, staffed by professional certified experts that are able to solve various problems of installation, configuration, and repair of the supplied equipment and systems.
As an ASP (authorized service partner) of a number of foreign companies, we pay great attention to the quality of service. We understand that the better we do our job, the more customers will turn to us again and will tell about us to their colleagues from other companies.
Our service engineers carry out maintenance of vacuum systems, furnaces, sputtering equipment and other equipment throughout Russia. Most of the work we try to run at the customer’s site, and when this is not possible, the equipment is transported to one of our service areas for repair and testing. For example, in Zelenograd we repair pumps, chillers and other components, in St. Petersburg perform more complex repairs of pumps (from small laboratory to large industrial), blowers, leak detectors, vacuum gauges and other equipment.
Keeping in stock a large range of spare parts and offering substitutions for a number of positions, we tried to create the most comfortable working conditions, to reduce downtime of production facilities, which minimizes costs to our customers. As high-tech equipment requires a competent and timely service, we pay great attention to its maintenance, continuously develop service department and organize trainings for our employees in Russia and abroad.
Since 2002 Cryosystems has accumulated rich experience in servicing different types of equipment. Our service is carried out in strict accordance with the regulations of the manufacturers. It is particularly noteworthy that we have all the necessary certificates, and our service engineers are trained and certified at Kashiyama, Shimadzu, Anest Iwata, Stirlring, Brooks and others in Europe, Japan and the USA. Overall the work of service department can be divided into the following categories: warranty and post-warranty repair; commissioning; maintenance; participation in the design of equipment.
The customer may request the service department by e-mail, using the form on the website or by phone. All incoming requests are registered. The first phase of the assistance is remote diagnostics and in approximately 30% of cases it is enough.
A special offer in our service-center in Moscow is free diagnostics of Anest Iwata pumps, including, in the customer’s presence, it is only necessary to pre-arrange the time.
Routine maintenance is performed within a predetermined time, in other cases the dates of departure of our engineers depend on how busy they are, whether there are the necessary spare parts in stock. We have in stock everything for routine maintenance and service kits for mass-produced equipment, therefore, only in a few cases the customer must wait for delivery of the required spare parts from one to two weeks.
We service customers throughout Russia, and also customers can send the equipment to the service center (if dimensions allow). Before sending our engineers advise customers about packaging and transport.
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