Service Excellence
Product & project consulting
Product objective: Competent advice during project planning and assistance in product selection.
Product description: Sales engineers are consulting projects during the design in phase with optional support from inhouse sales, product specialists, product management and technical engineers.
Customer benefit:
- Competent service to address individual challenge
- Our customer receives a solution and not just a product
- We ensure the optimal product for the given tasks
- We provide alternative products, in case it would be a better solution with additional features, for example
Feasibility studies
Product objective: Technical verification and feasibility analysis ofcustomer requests.
Product description:
- Sampling according to customer requirements in our central European laboratory
- Product selection and recommendation
- Definition of parameter settings and application solutions
- Detailed feasibility report with product recommendation
Customer benefit:
- Qualified proof of feasibility by Panasonic Industry application experts
- We provide processed samples if possible
- State of the art equipment and testing tools in our laboratories
- Detailed feasibility documentation incl. product selection and recommendation
- Feasibility studies reduce risk of choosing the wrong components or products
- Backup data storage
- Feasibility report can also include videos, samples, pictures, …
Local laboratory tests
Product objective: Multiple laboratories for analysis
Product description:
- Temperature and humidity test
- Optical inspections (Surface structures and measurements)
- Electrical test
- DMC Code Verification
- Product selections
- UV Spectroscopy
- Laser transmission measurements
Customer benefit:
- Possibility to visit and join the laboratory test
- Enhanced services from a single source
Customizing
Product objective: Customization of Panasonic Industry products according to customer specific requirements
Product description:
- Customized cabling and interfacing
- Re-packaging for immediate customer use
- Customer specific mounting of connectors on Panasonic Industry sensors
- Application specific setting of sensors
- Sensors bundled with PLC/HMI as a solution
Customer benefit:
- Fast installation due to plug & play products
- Tailor-made products according to your individual requirements
- Reduction of assembling costs
Installation support
Product objective: We support our customer with the installation on Panasonic Industry products
Product description:
- Analyzing the installation
- Putting the Panasonic Industry related parts to service
- Fixing bugs and solving problem on time
Customer benefit:
- Direct contact to the Panasonic Industry experts
- Saving time to finish the installation
- Ensuring the optimal functionality after the installation
- Our customer can be sure that the machine will be ready on time
Hotline support
Product objective: Hotline service (Level1) for European customers
Product description:
- Support service for all Systems & Solutions products
- Reachable during regular business hours
Customer benefit:
- Highly trained technicians on the line
- Support in local language
- Fast problem solving
- Clear and understandable information
- Hotline is free of charge
- Regular and professional feedback about status of problem solving
- Close customer communication in case of more complex problems
Remote support
Product objective: Fast remote diagnosis and problem solving via phone or TeamViewer
Product description:
- Competent Europe-wide support by service experts via TeamViewer
- Direct access to customer’s computer/installation on site for live problem demonstration
- On site diagnosing and problem solving in collaboration with customer’s contact person
Customer benefit:
- Direct support by experienced Panasonic Industry service experts
- Worldwide support and high machine availability through remote diagnosis
- Significant cost savings by avoiding travel costs and long downtimes
- No costs and efforts for the return of products to Panasonic Industry
Hardware & software support
Product objective: Qualified support by experienced hardware and software experts
Product description:
- Competent support by experienced hardware and software developers
- Professional engineering equipment incl. test laboratories
- Bug fixing via customer specific hot fixes
- Evaluation of customer specific requests
Customer benefit:
- Reliable hardware/ software solutions for your application
- Direct support by experienced Panasonic Industry developers
- Direct added value from our professional test laboratories and equipment
- Fast and direct update for minimal downtime
- Level 3 support directly from the developers
Inhouse repairs
Product objective: Ensuring a fast and high-quality error analysis and repair
Product description:
- Error diagnosis: Function test, error analysis, diagnose report
- Determination of repair costs: detailed cost estimate
- Repair: Function check, error analysis, troubleshooting, function test
- Repair report: Detailed error report will be provided
Customer benefit:
- Professional repair by Panasonic Industry Service Center
- Comprehensive repair or new purchase recommendation
- Cost security and quick price determination through cost estimate
- Our direct contact to the development departments ensures thorough improvements in case of errors or repairs
Warranty & claim handling
Product objective: Extended warranty. Ensuring a fast and high-quality error analysis and repair
Product description:
- Supply of original replacement and wear parts
- Extended warranty period of 3 years for all factory automation products (for Laser Markers: 2 years)
Customer benefit:
- Free pick up from the customer
- An interface for all material returns
- Time savings in the complaint processing
- Fast and easy digital warranty & claim handling
- Faster determination of errors in the event of a complaint
- Extended warranty beyond 24 months
- Direct contact to the technician at the service center
- First report within six working days
Discontinuation consulting
Product objective: Qualified consulting for easy replacement of discontinued parts and to ensure continuous product availability
Product description:
- Professional consulting in order to find an adequate substitute for obsolete parts at the end of the product lifetime
- If required: update to the latest technology
Customer benefit:
- The right substitute for your product and solution
- Qualified consulting by experienced Panasonic Industry service experts
- Continue production due to longer product lifetime
- Significant reduction of expenses for a redesign
- Service can also take place directly at the customer
