Customer Technical Services (CTS)
Customer Technical Support for Siemens Energy equipment
Availability and reliability are among the most crucial parameters for the economical operation of your equipment. The potential to achieve high reliability doesn’t just depend on the performance of the equipment itself; it also relies heavily on efficiently managing any operational issues that may occur. By combining the proactive functions of Remote Diagnostic Services and the reactive functions of our Operational Service Desks, we’re aiming to maximize the availability, reliability, and performance of your rotating equipment and machine trains. And this is only possible when there’s a continuous and secure data exchange – and a close partnership with our customers. By averting trips and preventing forced outages – through the early detection of potential faults and preventive remediation – your equipment’s availability and reliability can be increased.
Proactive and reactive technical support
- Remote Diagnostic Services
- Operational Service Desk
Remote Diagnostic Service helps you optimize your assets’ production, by turning data into value. In a proactive approach, our experts in the Remote Diagnostic Centers (RDCs) monitor connected equipment actively to identify potential problems before they impact your operation.
The active monitoring allows us to identify critical changes in the equipment’s health status at an early stage and provide faster solutions, enhancing your machines’ availability and reliability.
Benefits of Remote Diagnostic Services
Our experts are committed to help you to maintain and safeguard your assets over their entire lifecycle. Through continuous data exchange, we aim for increasing their availability, reliability and performance.
Whenever you have an issue with your rotating equipment, our Operstional Sevice Desk professionals provide you with 24/7 technical support. In this reactive approach, our experts can resolve issues even faster by analyzing historical data from connected equipment. Via online technical support, they can provide you with over-the-shoulder support and guide you remotely. If more support is needed, a network of specialists is available to offer emergency spare parts or rapid deployment of field service personnel.
24/7 Siemens Energy Helpdesk for Customer Technical Support
One number for the entire world: +49 911 7044 44 70
Local 24/7 Siemens Energy Operational Service Desks
Our recommended packages
- Starter
- Essential
- Advanced
A customer-triggered support package for non-connected equipment, accessible via the Operation Service Desk (OSD).
Operational Service Desk: 24/7 expert support and troubleshooting via phone, email, or our Customer Energy Portal.
A customer-initiated support package for connected equipment, reachable through the OSD.
myHealth: A mobile/web app for visualizing operational KPIs and equipment data trends.
Remote Troubleshooting: Expert recommendations based on asset's historical data, with customer's permission.
A proactive package with equipment monitoring and health analysis by Siemens Energy’s Remote Diagnostic Centers.
Reports: Regular updates on asset's performance for a comprehensive overview.
Notifications: Alerts from Remote Diagnostic engineers when deviations are noticed.
Check your equipment's health status
Our web and app-based customer interface, myHealth, enables you to check your machine’s health status, and access notifications and reports anywhere, anytime. myHealth provides an overview of your important operational KPIs over different time periods, shows you sensor and event data in an interactive way and gives you an overview of all issued notifications and reports for your assets. myHealth runs on mobiles as well as on handhelds and PCs.
Equipment overview: Get an overview of your equipment; includes dedicated Siemens Energy support staff
Operational summary: Monitor your availability and reliability. See service hours, starts, alarms, and more for your equipment
Trend Explorer: Our analytic tool enables you to plot and visualize the operational data of your connected machines (full sensor tag list) in various graphs and trends. Drill down to your sensor data to learn more about your equipment‘s performance.
Link to: myHealt web-based interface
How to get the myHealth app:
Secure Data Collection
With our myConnect data collector, we collect and transfer machine data reliably and securely, meeting high cybersecurity standards including ISO 27001, IEC 62443, and NERC CIP.
- myConnect Cabinet solution for up to three IPC427E installations within a single DMZ
- Includes power supply (24V DC)
- Mounting brackets for up to three IPC427E
- DIN rail for mounting of two Scalance S615
- Additional Ethernet connections to support expansion or additional configurations
- Requires 220V AC from external source
- Connection to control system / OPC UA Server
- Connection to customer internet
