FAST & LOCATION-INDEPENDENT REAL-TIME SUPPORT

REMOTE
MAINTENANCE SYSTEM

Customer service

Services

Remote Maintenance System

REMOTE MAINTENANCE SYSTEM

Fast & location-independent real-time support

Is your system reporting a fault? We have the solution! Our Remote Maintenance System makes it possible to access your machine worldwide from Austria and immediately identify and rectify the causes for a fault or malfunction.

If an error message occur that the customer cannot fix or if the machine is at a standstill in the “worst case,” our support team is immediately on site: Thanks to the remote connection, support is available worldwide in real-time and troubleshooting can begin within seconds.

The customer gets in touch with the Customer Service team or the Support team and describes the issue. Depending on the urgency and complexity, the instruction of our experienced employees from the Customer Service Center may suffice in fixing the fault, but access via the Remote Maintenance System may also be needed: Within the shortest period of time, the Support team can access the system and start a detailed analysis.

New STATEC BINDER systems are already delivered with a remote connection. Existing models can be retrofitted with this feature.

Thanks to the Remote Maintenance System, it is possible to check operation in real-time and to analyze and rectify faults. The remote connection can therefore minimize the following scenarios:

unplanned machine downtime
associated production downtimes
time lost due to complicated troubleshooting

The range of services of the Remote Maintenance System includes quick support help, but also another additional feature: software expansion and optimization. From parameter settings to updated program versions to new operator tools, there are numerous opportunities to “update” and modify the system.

"Mr. Sailer always takes the time to have a personal conversation and address my concerns - it's nothing to be taken for granted and sets STATEC BINDER's Customer Service apart."
MICH. WEYERMANN® GMBH & CO. KG, DE | CERTOPAC, 2008 | CERTOPAC-L, 2014
"I would like to say a big thank you to all of you guys in STATEC BINDER continuously providing excellent after sales support. Special thanks to Haris who has now on several occasions proved himself very skilled, helpful and friendly. It is really something I can say about everyone in STATEC BINDER I came across so far."
ALEKSANDAR KARIC, EUROPEAN REGIONAL PROJECT MANAGER | ALLTECH, UK | TYPE ACROPAC, PRINCIPAL-R, 2017
"When help is needed quickly, I can rest easy knowing a technician will be on site very soon. I really appreciate this efficient and simple method of working."
SCHERF GMBH, AT | TYPE SYSTEM-F, 1998 | PRINCIPAL-H, 2011 + 2019
"We at PHESA (Paterson Hughes Engineering SA) have had great success in commissioning STATEC BINDER equipment remotely. This has proven to be a huge factor in saving the customers money, because we don’t need to have a Technician from Austria fly to South Africa. We have commissioned numerous machines, as well as weighing systems via Team Viewer with assistance from a STATEC BINDER Software engineer. We have great success with STATEC BINDER equipment because of the support we receive from STATEC BINDER."
PATERSON HUGHES – REPRESENTATIVE SOUTH AFRICA
"We can look back on a business relationship with Mr. Winkler that has existed for 30 years no. In the beginning he worked as a service technician. He has been our contact partner in Customer Service for around 20 years now. He knows our machine to the smallest detail and is always available and ready to help us."
LIAS ÖSTERREICH GESMBH | TYPE MK, 1994

OUR SERVICE FOR YOU

The remote connection allows STATEC BINDER Support to access the system’s program sequence regardless of where they are. Without this connection, a service technician would have to be sent out to the customer to perform a comprehensive fault analysis. Thanks to the Remote Maintenance System, remote access is possible in real-time. The duration of the online visit depends on the complexity of the fault – thanks to the many years of know-how of the STATEC BINDER experts, however, there is a quick error analysis and rectification in most cases.

In order to avoid unplanned downtime, it is also recommended to have regular maintenance and servicing as well as, in the best case, to conclude a maintenance contract that ensures STATEC BINDER technicians perform recurring inspections and maintenance. Tailor-made customer training helps employees to acquire comprehensive knowledge about the machines and operate the system safely.