Our distributors and Schleuniger sales companies offer our customers worldwide a large range of technical services. Professional support demands structured processes and a good team work. Through a 3-level support-organisation, Schleuniger ensures that efficient and competent services and support are globally available for you.

The Schleuniger sales companies and distributors are widely covering the scope of services for levels 1 and 2. They have well qualified service engineers who are thoroughly trained with many of them having long-term experience. This field organisation that comprehends approximately 100 service technicians and engineers is further supported by service teams with in-depth product and service expertise at the production companies.

The Schleuniger product portfolio comprises approximately 100 machines, which are produced in Thun, Welschenrohr (both Switzerland) and Radevormwald (Germany). A total of 18 employees at these locations are in charge for the technical support we offer to our customers. They are in close contact with the related development and production teams.

Technical Service Switzerland

The team in Thun has 10 employees and covers the core areas of practice-oriented training, telephone and email support, as well as a repair service. The technical service in Thun is mainly approached by our sales companies and distributors. Special training courses are also offered directly to our customers.

Technical Service Schleuniger AG

Training

Schleuniger representatives offer training sessions for operators, maintenance and repair personnel. New employees of our distribution partners and Schleuniger sales subsidiaries are trained at the manufacturing works. The better a new machine is understood, the more likely it is that trouble shooting is fast and successful. Further training is a “must” – also for Schleuniger experts.

Individual and requirement-based training with up to 4 people for 1 - 2 weeks enables the participants to find made-to-measure solutions on the topics trained. Service manager Jonathan Zaugg explains, “We can offer a solution for almost every problem, as long as this is also financially viable. What motivates me again and again is the direct contact with our customers.”

 
Product Trainer Reto Rüttimann in action

Training can be carried out at the manufacturing works or at your local partner company for Schleuniger products. Practical training and appropriate training rooms make it possible for all aspects of programming, maintenance and repair to be covered. Zaugg notes, “In order to find out the problems, technicians have to be present on the scene to know the customer’s environment. The circumstances in China, for example, are considerably different for example to those in Europe. “

Telephone and Email Support

Along with up-to-date specialist knowledge, short reaction times are critical. Customers will receive an answer normally within hours after registration, on a few complex problems it may take 1 - 2 days.  Andreas Grossenbacher: “The great challenge is to know the many Schleuniger products and also the variation of errors which can occur.”

Andreas Grossenbacher, Technical Support

Problems can often be resolved simply by telephone or email in English. The specialists from TS are integrated in the development process of the machines from beginning to end, and therefore, have up-to-date technical knowledge. Special problems are solved with the developing engineers, and the knowledge is then taken into consideration with further development of and improvements to Schleuniger machines. “The geographical proximity to the in-house developers, facilitates the work immensely and ensures that know-how transfer takes place”, says Andreas Grossenbacher.

The heart of TS is a database where telephone or email inquiries are entered. Solutions and the steps taken are fully documented and stored, making the database an important source for future inquiries. Since the database was started in the year 2000, more than 6'000 entries have been registered and corresponding solutions found.

Repair Service

The repair service (RS) covers all repairs that cannot be carried out by the distribution partners themselves. The team leader of RS, Marco Bürgin: “In order to handle the wide range of potential faults, it needs an experienced and motivated team of specialists."

Repair Service

Technical Service of Schleuniger Automation GmbH

Schleuniger Automation GmbH in Radevormwald (Germany) develops and produces fully automatic crimping machines and various automated systems for cable processing. As the specialist for fully automatic machines, it is crucial to provide an independent technical service specifically for these machines.

A team of eight product specialists takes care of the global service and technical support of the Schleuniger distribution partners. Field engineers and a back-up office ensure state-of-art customer service, which ensures the technical support which is also accessible through a hotline. This service is essential for fully automatic machines, due to the costs which would ensue in the case of a lengthy breakdown. Service and product experts provide advice and support either on-site or by telephone and email to fix any issue at minimised down time. On the development and service level, there is a continuous exchange with the colleagues in Thun.

Technical Service of Schleuniger Automation GmbH

Service - Hotline

Schleuniger customers can count on a large offering of technical services via Schleuniger representatives in more than 40 countries and via our own business and service companies. China, Japan, Germany and the USA cover the technical service highly independently. Please contact your local representative for further information.