Our new virtual service calls can assess and solve problems faster, for more machine uptime.
The 2020 pandemic gave us a chance to rethink our approach to customer service and technical support. Downtime is expensive for plants running continuous process machinery, so we’re always looking for ways to increase machine uptime.
Our goal hasn’t changed. We want to keep your machines running at optimal efficiency and producing the best product quality possible. What’s changing is how we do that.
We now offer virtual service calls, for time-critical emergencies that your machine operators and maintenance specialists can’t fix.
It’s the industry’s fastest response to unplanned downtime. Virtual service calls don’t replace an on-site service call with Steele field service technicians. This is a complimentary service. If we can assess and solve the problem virtually, then you’ll be up and running faster than ever before.
And if we need to be there, our field service experts will know what they’re dealing with and can confer with our engineers, if necessary. They’ll show up with the parts they need to do the job quickly and efficiently.
How our virtual service calls work
Our remote assistance platform and augmented reality software connect a Steele service expert with your mobile phone or laptop. We see what you see, together and in real time. Show us the machine you’re working on and we can zero in on the problem or start troubleshooting.
You can move around your machine as we zoom in for closeups of key components, like gearboxes, vacuum units and dies. We can take hi-res images and mark up them up to show you what to do and what to look for. We can also pull up and review machine drawings, lubrication charts and technical service bulletins with you.
Working together, we can move step by step through the repair process. Don’t need repairs, but it’s been a while since a Steele technician has been on site? We can facilitate a remote audit of your Steele equipment.
This is particularly helpful for international customers with parts replacement issues. Our virtual service can help prevent costly mistakes with timely support. And our remote assistance platform’s built-in translation tool eliminates issues with language barriers.
If your machine needs a major repair, like a gearbox or shaft replacement, our technicians can see the problem up-close. If they need to be on-site, they’ll know what they’re facing before they arrive and can plan accordingly.
Service without the travel time and expense
We have customers all over the world, with a global network of operations, warehousing and sales reps to support them. Before virtual service calls, we’d be on-site as fast as possible, but operations could still be down and hemorrhaging money for too long.
Virtual service calls let us be on-site instantly. This means we can provide more cost-effective support for you when you need it the most.
We can also help in non-emergency situations. If you’re short-handed or losing company veterans to retirement, we can step in with virtual consulting and training. Our technicians can teach your new employees predictive and preventive maintenance, showing them how to increase machine uptime.
We’re always there for you
Our goal is to offer the best customer service in the industry. To us, that means we’re there for you when you need us. Virtual service calls are one more way we do that.
We also continue to invest in education and technical resources for machine operators and maintenance specialists. They’re your first line of defense against unplanned downtime, so we make sure they’re well-armed.
Over the course of their service life, your Steele machines may need a major overhaul and our on-site experts. If things go according to plan, we can schedule that service during regular downtime. When things don’t go according to plan, we can now be there, faster than ever before.