Problem solved: Collaboration, the solution to problems

The interaction between Field Service and machine builders

When an industrial machine experiences a glitch, the Field Service team is there when their help is needed. Although there are no fixed contracts with machine builders, they sometimes join forces. This often occurs when a customer needs both Field Service and the machine builder to solve the problem.

Sometimes, the collaboration request comes through a different route: customers bring in Field Service when other technicians or the machine builders face difficulties. And sometimes, machine builders simply don't guarantee certain types of machines, leaving Field Service to handle the job.

The entrance of Field Service

It all starts with a simple request to the sales department. Subsequently, the necessary information is gathered through a standard questionnaire. Photos are invaluable here - without those images, the team can't efficiently get to work.

The need for knowledge and advice from machine builders often arises, especially with complex malfunctions. Sometimes, the machine builder's expertise is required to bypass password protections and resolve software issues.

Communication between Field Service and the machine builder usually occurs through the customer, who brings both parties together as sparring partners. But Field Service can also pick up the phone and directly approach the machine builder.

Merge of expertise

Field Service focuses on solving various problems, from network issues to hardware matters. And when the machine builder's warranty period ends, Field Service is ready to take over, usually after a legally defined period of 10 to 20 years. Then, Field Service can be engaged without involving the machine builder.

In short, the collaboration between Field Service and machine builders is an intriguing phenomenon in the industrial arena. It's a story of teamwork, clear communication, and customer focus. All with a focus on minimizing downtime and keeping production running like a well-oiled machine. Problem Solved.