Customer Technical Services

Reactive, proactive, consultative support for your Siemens Energy equipment

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REACTIVE – remote troubleshooting

triggered by customers for connected and non-connected equipment by calling the Operation Service Desk (OSD)

PROACTIVE – active monitoring

of connected equipment by Siemens Energy’s Remote Diagnostic Centers (RDC) to analyse equipment health and deliver equipment prognostics

CONSULTATIVE – online sessions

with Siemens Energy experts using enhanced real-time collaboration (RTC) communication tools and software.

Our recommended packages

Starter

Emergency support to resolve your equipment’s technical issues.

Essential

Connect and get insight into your equipments’ health

Improved emergency-support responsiveness in the event of an issue with advanced remote troubleshooting and access to equipment data.

Advanced

Proactively protect covered equipment by analyzing historical condition changes in order to reduce the risk of potential issues before they impact operations.

Ensure operational continuity by resolving actual issues with proactive advanced remote troubleshooting.

Prime

Improved uptime and productivity potential with fast remote support, troubleshooting, and OEM expert guidance for optimized operation and routine maintenance.

Close collaboration to develop enhanced optimization options.

Emergency troubleshooting from the Operational Service Desk (OSD):

Active monitoring with proactive notification from RDC

Remote Diagnostic Center

We receive data from your machines control system

Remote Diagnostic Center detects abnormality via advanced data analytics (agents), and an dedicated Engineer manages the daily results.

Remote Diagnostic Engineer

In the event of an abnormality, you’re proactively notified by a dedicated Remote Diagnostic Engineer – depending on the urgency, either written or/and via phone.

Suggestions

Siemens Energy provides short- and medium-term suggestions for addressing the identified problem.

Field Service personnel

Depending on the requirements, we’ll guide you remotely, trigger spare parts, or send our Field Service personnel…