Remote services for machines and systems in industry

The importance of fast service for machine operators

It is essential for manufacturing companies to minimize downtimes of their machines and systems. Production downtime can result in high costs and even lead to contractual penalties if deliveries are delayed. In such situations, the machine manufacturer's service is essential in order to rectify faults quickly and provide professional instructions for maintenance work. Operators are often dependent on the manufacturer's expert knowledge to solve problems efficiently.

However, field service is also associated with major challenges on the manufacturer side. For example, many experienced specialists who are well versed in older machines are retiring and there are not enough new recruits to fill the gaps. The few available skilled workers are being heavily courted, which further intensifies the competition for qualified personnel. This is particularly problematic for machine manufacturers, as service quality is crucial for long-term success: in the DACH region, the principle is often that the first machine is sold by sales, but all subsequent machines are sold by service. Machine manufacturers must therefore find ways to maintain service even under difficult conditions.

Remote maintenance through Visual Support

This is where digitalization comes in: With Remote Services and Visual Support, machine manufacturers can also help their customers efficiently from a distance. Service technicians on site can be connected with experts worldwide via an interactive live video conference. This is possible via an app, a web browser or even augmented reality data glasses and offers a wide range of applications, including troubleshooting, planned maintenance, inspections, commissioning, training, creating service documentation and carrying out factory acceptance tests (FAT).

A visual support process begins with the operator of the device contacting the manufacturer via a hotline or opening a ticket case. They then receive a link that takes them to the remote session. The camera on their smartphone, tablet or smart glasses is activated and an audio and video connection is established. The support case can be processed via WLAN or the mobile network. It is particularly important that the transmitted data is encrypted, as it often involves sensitive information. The ability to analyze problems remotely means that experts can quickly assess the situation and help the technicians on site to repair or replace spare parts.

The most important functions of remote service software

Features that promote collaboration between the parties involved are particularly important in remote service. For example, it should be possible to create still images during the video call in order to identify critical areas and find solutions more quickly. One such solution is offered by the remote service software bitnamic CONNECT, which enables interactive collaboration between technicians and experts. In addition to the still image function, laser pointers and augmented reality elements can also be used in the live video. This ensures that all participants work synchronously on a problem and that everyone shares the same view.

Other useful functions include the ability to view and edit documents, images and videos synchronously in live video or in split-screen mode. An integrated whiteboard with annotation function makes it possible to create drawings and notes to clarify complex issues. In addition, relevant documents such as circuit diagrams or instructions can be displayed directly from a central documentation hub to solve the problem step by step. These central knowledge repositories also facilitate self-service for customers, who can use them to solve known problems themselves.

The 3D manager for professional visualization

Another way to optimize the remote service is to integrate CAD elements. The 3D Manager from bitnamic CONNECT makes it possible to visualize parts, components and assemblies in three dimensions. Complex systems can be displayed in exploded views and broken down into their individual parts. This allows technicians and experts to navigate through the 3D model together in a video call and visualize necessary work, such as which screw needs to be loosened or which part needs to be replaced. This enables detailed preparation of maintenance and repair work. A virtual intervention can even be practiced before the actual repair is carried out on the machine.

Facilitating field service management

If a problem can be solved by remote support, this means shorter downtimes for the operator and lower costs for the machine manufacturer. Digital support is often available more quickly than an on-site technician and, above all, saves on travel costs. This is particularly important in urgent cases where production machines need to be repaired quickly to avoid major breakdowns.

Machine manufacturers also benefit from being able to deploy their service personnel more effectively. Instead of having technicians traveling around the globe, Visual Support allows experts to support several customers at the same time. This also helps to alleviate the shortage of skilled workers in Field Service. In addition, less experienced technicians or trainees can be trained and supervised more efficiently with the help of Visual Support. Remote Services and Visual Support therefore offer an innovative and efficient way to improve machine service, minimize downtimes, reduce travel costs and at the same time maintain a high level of service quality even when personnel resources are scarce.

Rolf Behrens, Managing Director of Bitnamic GmbH and Nadja Müller, Editor for Wordfinder