Surface Inspection

Prompt and highly qualified technical service is key factor and competitive advantage to guarantee productivity and efficiency for every manufacturing company. Surface Inspection has been investing time, people and capital to provide a top class technical service to all of its customers around the world.

The main customer service centre for Surface Inspection is based in the Spanish head quarter of the Group where a team of highly qualified engineers works 24/7, 365 days per year. They are the first point of contact for all customers in case of any service issue: calls are often solved over the phone or thanks to the Remote Assistance. Once the issue has been assessed, if it requires an engineer on site a person is sent from the closest service centre. Authorized service centres are located in various key territories that have strategic importance for ceramic production and they hold stocks of spare parts for immediate problem solving.

Given the fact that Surface Inspection products are largely based on software, the company has focussed its resources to develop SI-RA the Surface Inspection Remote Assistance service that allows instant real time access to any of its automatic inspection systems. SI-RA enables the customer service team to connect, when requested by the customer, to any Flawmaster or Processmaster systems via an Ethernet connection. This also allows maintenance people within customers' factories to service and adjust operating parameters on the fly, directly helped by a Surface Inspection's engineer when needed. SI-RA carries the following important benefits:

It connects to the inspection system, over Ethernet connection, wherever in the world using remote screen technology (VNC).
It allows full real time operation thanks to a high speed connection: user and service engineer can both see the screen and make changes to allow cooperative problem solving.
It can use the existing customer's factory Internet connection allowing operation via existing factory network infrastructure or by a dedicated broadband if required.
It offers fast response to problems, no need for an engineer to visit the site. It complements telephone support to help with unfamiliar tasks.
It is easy to install, to configure and operate.
It provides secure technology using proven standard software and hardware; local IS staff will be immediately familiar with operation.
It uses customer's provided VPN - the customer has full control of access and security is guaranteed by a service agreement to safe-guard access and confidentiality of data.