EOS Services. EOS Services Competent Support in all Areas of Additive Manufacturing

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1 EOS Services EOS Services Competent Support in all Areas of Additive Manufacturing

2 EOS Service Portfolio We provide expert support in all areas of Additive Manufacturing (AM) with our comprehensive range of services. Our customers profit from efficient manufacturing processes, optimised product quality and increased protection of investments. The EOS Service Organization consists of five closely interconnected areas: Technical Services Training Services Application and R&D Services Quality Management Services Financing Services We base our services on more than 20 years of experience in the Additive Manufacturing market. They represent best-practice solutions created in close dialogue with our customers. Established processes and standards ensure consistently high service quality in all areas. From the first contact with Additive Manufacturing technology to full-blown solutions EOS services cover all phases of customers development of business. EOS Technical Services EOS Technical Services are a globally active organization. With our range of services we provide system installation, maintenance, repairs, spare parts, system upgrades, software updates and relocation services. 2

3 EOS Technical Services Our success is based on 3 strengths: Excellent Field Service Engineers Our employees have gone through a thorough and company-specific training program. We continuously keep their theoretical and practical knowhow up to date. In addition to their first language they can also communicate in English. Powerful Support Organization Customer enquiries are handled by telephone or via our helpdesk. By remote service, we can troubleshoot immediately eliminating on-site visits. Our second-level support specialists take care of specific challenges. For very complex issues, our R&D engineers are available as third level support. Reliable Processes and Quality Standards Our methodology for preventive and corrective action results from over 20 years of market experience. Support and escalation processes are designed for efficient problem solving. In regular reviews with customers, we collect feedback and implement measures for improvement. We offer on-demand services as well as customer service agreements. With our modular and scalable portfolio, we can provide solutions to individual needs, from a remote service package to a comprehensive service agreement. The key elements of our service agreements are: Maintenance We offer maintenance agreements of varying scope, up to a comprehensive maintenance program including all preventive measures relating to EOS systems. Customers with their own qualified service personnel can take ownership of regular maintenance activities. In this case, we provide training and support packages and ensure the expert component for highly specialised and safetyrelated work. Repair Our repair options vary in terms of the kind of labour and parts included as well as response times. In this way, we address different customer need profiles. Remote support A lot of incidents do not require the presence of a field service engineer at the customer location but can be solved by telephone support or remote access. Our contract customers benefit in a number of ways Higher system availability due to regular servicing including preventative maintenance service Protection of customer investment due to competent maintenance Increased quality of the manufactured products Reduced response times Direct, competent telephone support and remote support Price reductions with regard to hourly rates and spare parts as well as training and application services 3

4 EOS Training Services Additive Manufacturing is an innovative technology and requires a high level of expertise. With our training program we support our customers in making optimum use of our solutions. Our diversified training portfolio addresses a variety of user types such as system operators, data processing specialists and service technicians. Moreover, we differentiate between levels of experience by providing the appropriate content. Our methodology is based on a combination of theoretical and practical elements. In addition we provide web-based training modules and self-learning material to deepen or refresh your know - ledge and skills. All our trainers have several years of experience with EOS solutions and are familiar with typical customer challenges. Our training programs encompass the entire chain of activities related to our solutions. Basic design rules, data preparation, system operation, regular system care, safety rules and material handling are key elements of our portfolio. The training components are closely linked to Technical Services, Application Services and Quality Management Services. In this way we ensure that all customer needs are met on a continuous and holistic basis. EOS customers can choose their training location: we offer services at the customer location or at our training facilities in our Technical Centers. 4

5 EOS Application and R&D Services More knowledge creates added value. Our application engineers help increase your own expertise and exploit all opportunities offered by EOS solutions. From the idea to the finished part, our Application Services typically address four stages of Additive Manufacturing: PART DESIGN DATA PREPARATION BUILD PROCESS POST PROCESSING In co-operation with our customer, we identify which of the above stages can be optimised to achieve customer-specific goals. Our Application Services can take various forms: Feasibility studies We examine how your specifically planned applications can be implemented using our technology. Development services In specific cases, we develop solutions based on your requirements, e.g. build process parameter sets tailored to your application. Consulting services We analyse your challenge and actively transfer our know-how to enable you to make optimum use of our technology. Our application engineers have a sound technical background and several years of practical experience with our solutions. They focus on special industries or types of application challenges and provide customers with valuable know-how. 5

6 EOS Quality Management Services In markets with high quality standards such as aerospace and medical, manufacturers depend on validated systems and processes. We support qualification processes with our customers by offering a range of services which shorten the time to market for your own products. Factory Acceptance Tests (FAT) Installation Qualification (IQ) Our detailed installation docu- Other Qualifications Customers have the opportunity Even before the actual system mentation provides you with We understand the challenges to join the qualification process installation and in co-operation a basis for external certification of Operational Qualification (OQ) for new systems before they with our customer, we ensure and know-how for your own and Performance Qualification leave our factory. that all site conditions at the internal quality management (PQ) and we can provide input destination are appropriate. for Additive Manufacturing for customers qualification solutions. procedures. EOS documents its high standards by means of important certifications of its quality management system. The certificates can be requested directly from EOS. EOS holds the ISO 9001 certificate for all products and the ISO certificate for medical products* as well as other product registrations required for global markets. EOS Financing Services Individual needs require individual solutions. We support you by offering suitable and flexible financing solutions in many regions: Renting and leasing Customers can rent or lease innovative EOS manufacturing systems and thus protect their liquidity and exploit tax-related benefits. Customised financing solutions In many cases we support customers dynamic business development with individual financial solutions. Second-hand systems We facilitate both sales and procurement of used EOS systems and offer warranties on second-hand systems we supply. * EOS systems are able to manufacture medical devices. However, EOS cannot offer any guarantee that these devices meet all requirements. 6

7 EOS: A Global Service Organization EOS Regional Technical Centers China Germany Singapore USA Additional Local EOS Service Sites Finland South Korea France Spain India Sweden Italy UK Russia EOS stands for quality, reliability and security worldwide. To achieve this we make use of our regional service centers on three continents Europe, North America and Asia/Pacific that employ highly qualified service personnel. A growing number of local service sites, stocked with spare parts, further offer close customer proximity. About EOS Founded in 1989 and based in Germany, EOS is the technology and market leader for design-driven, integrated e-manufacturing solutions for Additive Manufacturing (AM), an industrial 3D printing process. EOS offers a modular solution portfolio including systems, software, materials and material development as well as services (maintenance, training, specific application consulting and support). As an industrial manufacturing process it allows fast and flexible production of high-end parts based on 3D CAD data at a repeatable industry level of quality. As a disruptive technology it paves the way for a paradigm shift in product design and manufacturing. It accelerates product development, offers freedom of design, optimises part structures, and enables lattice structures as well as functional integration. As such, it creates significant competitive advantages for its customers. For more information please visit 7

8 EOS GmbH Electro Optical Systems Corporate Headquarters Robert-Stirling-Ring Krailling/Munich Germany Phone Fax Further EOS Offices EOS France Phone EOS India Phone EOS Italy Phone EOS Korea Phone EOS Nordic & Baltic Phone EOS of North America Phone EOS Singapore Phone EOS Greater China Phone EOS UK Phone Think the impossible. You can get it. Status 11/2013. Subject to change without notice. EOS is certified according to ISO 9001.

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