Page 28 - ITAtube Journal 1-2021

Press releases
one of the position encoders of the screw- down system for the roll gap adjustment were not plausible. As an immediate measure, the encoder was deactivated.
Production was resumed and no problem occurred. During the next regular main- tenance stop, the defective encoder was replaced with a new one. All steps of that service mission were documented in our CRM system. This means that other service tech- nicians can now access the case and view
the findings. In December 2020, we received another hotline call from a customer in America. His plant had automatically stopped all of sudden (emergency stop). Our techni- cian checked the log files and other available data via remote access. He quickly came to the conclusion that there were communica-
tion problems within the internal network systems. He recommended that the customer should replace a network switch – and, indeed, this solved the problem.
Does this mean that in most cases you use remote support to help customers in emergency situations?
Helmut Beckmann-Lenneper: Oh no, we use the possibility of remote access also
for scheduled service measures and during commissionings. Just recently we received a request from a Turkish customer who wanted to have additional sensors installed in its plant. In this case, we planned the necessary expansion of the hardware of the fieldbus system jointly with the customer, the cus- tomer installed the new hardware and then
In the test center Ralf Mackenbach (left), Vice President Services, Electrics and Automation of SMS group, and Helmut Beckmann-Lenneper, Head of Execution Services, Electrics and Automation of SMS group.
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