Global Technical Assistance Centre. Frank Berends Manager Technical Support Desk NWE Global Manager Remote Services
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1 Global Technical Assistance Centre Frank Berends Manager Technical Support Desk NWE Global Manager Remote Services
2 Introduction Imtech Marine strives to offer customers the lowest possible total cost of ownership for their marine technical infrastructure throughout the operating period of a vessel. To this end, Imtech Marine combines its expertise as a system integrator during the initial construction phase with professional maintenance and management during the operating phase. A Global operating Technical Assistance Centre is one of the tools to achieve the optimum balance of maintenance and repair, transparent maintenance costs and higher reliability. With Remote Monitoring, Diagnostics & Maintenance we improve reliability of vital installations and reduce the maintenance costs by avoiding unplanned maintenance, by monitoring the condition of the system remotely.
3 Global Technical Assistance Centre 1. GTAC provides professional help to customers related to products that Imtech Marine offer globally for VSAT, NavCom, ICT/Infrastructure, E- Systems, IBS/IPMS and AV/Entertainment /7 availability through follow the sun in Europe USA Asia. your installation will be watched closely in our monitoring room 24 hours a day, 7 days a week. 3. Remote Monitoring, Remote Diagnostics and Remote maintenance 4. SPOC = Single Point of Contact for all your technical questions 5. A Customer Portal is provided for all technical information, such as drawings, manuals, circulars, FAQ s, Troubleshooter, updates and software updates. Globally accessible for internal and external customers. 6. Developing guidelines for (low maintenance) standard solutions
4 1. 24/7 support on all equipment
5 2. 24/7 World Wide - Follow the sun 24/7 Dispatch Center globalsupport@imtechmarine.com EUR GTAC Duty Engineers Investigation / Analysis ASIA DP Remote Support IBS/IPMS Remote Support VSAT, Nav/Com & ICT Remote Support E-Systems Remote Support Field Engineer on spot required - MSA or On Demand
6 3. Remote Monitoring, Diagnostics and Maintenance With Remote Monitoring, your installation will be watched closely in our monitoring room 24 hours a day, 7 days a week. Potential problems will be signaled pro-actively and in many cases before it actually happens. Remote Diagnostics guarantees outstanding support in case of a problem. Our specialists can diagnose and trouble shoot problems remotely. No matter where you are in the world, our Remote Maintenance Service guarantees a fast and economical solution. Routine maintenance, install software upgrades and even identify operator error. Most problems can be effectively solved online. If the problem requires spot service, GTAC will inform the Service Coordination Centre with all essential background information and full diagnostics for the attending Field Engineer.
7 4. Single Point Of Contact All calls are coming in at our 24/7 Dispatch Centre in Rotterdam The tickets are registered in the Global Technical Assistance Centre (GTAC) The Remote Engineers at GTAC analyze the Tickets and take proper action conform the Support Level Agreement Not exclusively on our equipment, also for third party. If the problem requires Spot Service, GTAC will assign the Service Coordination Centre with all essential background information for the attending Field Engineer
8 4. Single Point Of Contact Remote Monitoring/ Maintenance External customers /telephone RealTime Equipment Notification 24/7 Dispatch Center International phone number GTAC Inbox VSAT NavCom ICT E-Systems IBS/IPMS AV/Entertainment GTAC Duty Engineers Investigation / Analysis GTAC Remote Support
9 5. Customer Portal The personalized support portal is the central place where you can track all tickets, find your manuals, drawings and FAQ. Troubleshooter wizards guide you through a series of steps in order to diagnose and resolve common problems. Manuals are well-arranged, immediately accessible.
10 6. Developing guidelines for (low maintenance) standard solutions Started up alliances with suppliers for more remote possibilities on equipment Standardization on solutions Use the data of monitored systems to advice on planned maintenance and select systems based on low maintenance Use monitoring data for best in class practices
11 Optional possibilities By giving you access to a dedicated portal, all kinds of actual Vessel information can be monitored by your employees. We have different overall views to watch performance closely, but can also zoom in on specific data if there is an alert or trend that needs extra attention. Anomalies, trends, Best-in-Class practices, etc. All available to the people whose concern it is to reduce maintenance costs and to keep the vessel s availability on the highest level. The next slide presents an example of the Remote Monitoring App:
12 Remote Monitoring App
13 GTAC offers 3 different service levels Advanced With a maximum response time of only 4 hours we offer full remote services on the total scope of supply. Remote monitoring, diagnostics, preventive maintenance and corrective maintenance are all done in our 24/7 GTAC. A comprehensive customer portal offers monitoring data, Knowledge base & Trouble shooter, manuals, FAQ and call status. All against a flat fee yearly payment. Select Remote diagnostics & corrective maintenance with a maximum 8 hours response time. Extended reporting, the comprehensive customer portal combined with a flat fee tariff offers the ideal mix between acceptable rates and balanced remote support. Basic Also called Prepaid Time Blocks (PTB) offers Remote trouble shooting on Nav/com, Network, PABX/VOIP and AV Entertainment with a maximum response time of 8 hours.
14 Add-on module Remote System Management ICT System management may involve one or more of the following tasks: Hardware inventories. Software inventories and license management Server availability monitoring and metrics Software installation Anti-virus and anti-malware management User's activities monitoring Jackup Barge JB-117 has an Advanced Support Performance management Agreement including Remote System Management ICT Security management Storage management. (Back-up procedure: set-up, maintain, control, restore) Network capacity and utilization monitoring Anti-manipulation management Fault management (troubleshooting, error logging and data recovery)
15 Operational Benefits Potential problems will be signaled pro-actively and in many cases before it actually happens Remote support offers the customer "immediate corrective maintenance No Field Engineer can beat our remote response time The First Time Right percentage of field service will increase Access to Track & Trace call status Access to Knowledge Database for Drawings, Manuals, FAQ and Troubleshooter With 24/7 Remote Monitoring, Diagnostics & Maintenance we improve reliability of vital installations and reduce the maintenance costs by avoiding unplanned maintenance, by monitoring the condition of the system remotely.
16 Global Technical Assistance Centre Rotterdam
17 Shared Success Many thanks for your attention
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