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.

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.

The basic process

Your request support via:

24/7 Helpdesk number
Customer Energy Portal
Email

Your request is routed to the 24/7 Operational Service Desk responsible for the required service delivery.

Siemens Energy experts troubleshoot the reported
issues using the fault description and via access to collected data*.

If necessary, experts initiate
a remote connection*
(only with customer permission) for further investigation and data collection.

Once the issue is resolved, Siemens Energy experts
inform you, share technical findings, and offer recommendations for
resolving the reported issue.

Essential Package:
If applicable, Siemens Energy experts can remotely connect* and may execute the proposed solution

The basic process

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.

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.