Customer Service Agreements
An effective Customer Service Agreement focuses on proactive warranty and maintenance provisions which reduce or eliminate unplanned stoppages or breakdowns to your manufacturing process.
The original touchstones of Total Productive Maintenance (TPM) – Total (all employees),
Productive (creating greater return on investment) and Maintenance (attending to plant
and equipment to maximise performance and output) – are still relevant today. However,
while maintenance continues to play a key role in TPM, the broader focus adopted
towards system maintenance in recent times warrants the term Total Productive
Manufacturing.
Here at Machinery Automation & Robotics (MAR) we offer Customer Service Agreements
for all new and existing robotic applications, PLC installations, servo drives, safety
integration solutions and general automation applications.
You could manage your service requirements in house on an ‘as-and-when’ basis. But take a look at the advantages of adopting a CSA to take care of your servicing needs. We think you will agree: there are plenty of reasons not to.
Highly Trained Staff
Our CSA is your guarantee that the engineer working on your equipment is highly trained and fully experienced. When you have a service requirement we have a technician to complete the work. You will never be exposed to a situation in which the only engineer with knowledge of your particular service requirement or breakdown is not available. This all-too-common scenario is frustrating at the best of times but becomes critical when dealing with highly specialised areas such as custom programs based on key parameter and cycle times.
Timely and Professional Service
By resting the responsibility for completion of warranty and preventative maintenance program, as laid out in the contractual document squarely on the shoulders of your CSA provider you never run the risk of missing scheduled work due to staff changes, sick leave and other unforeseen circumstances.
Component Information Database
As part of our CSA you can elect to have your equipment analysed and component
details recorded in a database. This simple, yet highly effective service enables our
technical staff to gain access to details of your system’s key parts and part numbers
including drives, servos, motors, grippers and programs. No matter who is assigned to
your service requirements all the information to determine the exact parts and tools
required for your job are available at the touch of a button.
Comprehensive Stock of Spare Parts
We pride ourselves on our self sufficiency. This means that all factory-trained technicians have access to our stock of critical spare parts; in effect, fixing your breakdown faster.
And not only that: with so many brands of equipment on the market today even
manufacturers and distributors cannot always guarantee to carry all parts specific to your
installation. We can identify the parts in your system that may be subject to abnormal
wear and tear or susceptible to failure, include them in your CSA and carry those parts to
give you peace of mind when unexpected breakdowns occur.
We employ 18 technicians and engineers in Sydney alone ready to service all your
robotic, electrical, programming, pneumatic and mechanical requirements. When you
select your CSA provider make sure they have the knowledge, experience and personnel
to support you when you need it most.
Machinery Automation & Robotics
1/101 Derby Street
Silverwater NSW 2128
Phone: (61) 2 9748 7001
http://www.machineryautomation.com.au