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Field Service and Support

Maximize uptime, minimize downtime

Modern materials handling systems, software and hardware are highly reliable, but our experience has shown time and again that preventative maintenance and proactive support pays for itself by maximizing productivity and reducing running costs and system downtime.

 

Keeping your system in peak condition will ensure you get the most out of it, and you can be confident that it will perform under pressure without compromising safety or efficiency. Our software specialists and technicians are trained to spot the early signs of wear and tear before they cause damage or failure. They can replenish consumables as part of the inspection, and can perform maintenance on site and replace or repair parts.

Benefits of Dematic Field Services and Support

  • Qualified field specialists with hardware and software knowledge
  • Maintenance and upgrades scheduled to fit with your operational lifecycle
  • Configuration management of your software and hardware
  • Comprehensive equipment and system assessments to determine the condition and performance of your system

Our maintenance agreements include:

  • Term agreements
  • Performance based
  • Spare parts management
  • Call centre service
  • Regular meetings
  • Recording and reporting
  • Maintenance audits
  • Preventative maintenance programs
  • Corrective and emergency support
  • Technical phone support
  • Remote diagnostic support
  • Warranty support
  • Reporting

Alert Monitoring Service (AMS)

 Alert Monitoring Service

Alert Monitoring Service (AMS) is a centralized technical support function that combines the power of Dematic software components with comprehensive customer support. Alert Monitoring Service provides notifications regarding operations and equipment status. Personnel at the customer site are notified by e-mail, SMS text messages, or phone call with alert information and recommended action.

 

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Managed Care for Computer Servers

 Computer Servers, Managed Care

The Dematic offering for computer servers, Managed Care, is designed specifically for maintaining servers running Dematic software. This offering will allow you to reduce risk with tested security updates, service packs & anti-virus updates, receive secure and timely updates of server software, comply with your company’s internal IT mandates, minimize exposure to cyber criminal activities aimed at disrupting your operations, and reduce the possibility of others gaining access to confidential information.

 

Download information sheet here

Maintenance Audit Report

 Maintenance Audit Report

The Audit Inspection Report includes inspection, testing and reporting on the status of your automated material handling system. This includes: conveyors, sorters, AS/RS, AGVs, controls, and software. The audit will report the overall condition of your system compared to industry recommended tolerances, as well as identify and describe areas in need of service, repair, replacement, upgrade, and/or rebuild.

 

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Technical Phone Support

 Technical Phone Support

Dematic’s Technical Support Center is your lifeline to skilled engineering expertise to respond to issues with your automated material handling system.

 

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Training Programs

Optimize performance, reduce costs, and increase uptime with Dematic training programs. Dematic training programs are tailored to your operation and are offered either at your site or at Dematic offices.

 

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Parts Support

 Parts Support

Regardless of original equipment manufacturer, Dematic provides high quality replacement parts from one source with standard ground freight included, a price match guarantee, and rapid order processing.

 

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Preventive Maintenance Programs

 Preventive Maintenance Programs

Dematic’s Preventive Maintenance program is designed to proactively identify potential component and system failures, reduce the risk of downtime, lower system operating costs, and assure improved overall system performance.

 

Download information sheet here