The Benefits of Remote Support for Manufacturers

PB 25 Rockwell newlogo 400

October 22, 2019

By Jessica Wiant

Plant managers and technicians have their hands full – not only are they responsible for ensuring day-to-day operations are status quo, they are also tasked with helping to increase production and revenue. So when problems come up, as they inevitably do, there’s nothing like knowing you’ve got back-up at the ready, 24-7.

From red RDS server icons and wire-framing data to HMI project disappearances and trouble getting online with your PLC, there are plenty of problems that need to be dealt with in a timely manner to avoid downtime and production delays. Even if they aren’t considered “critical,” the sooner any nuisance can be resolved, the better for everyone.

Plant managers can’t be everywhere, all of the time. But in many ways, they need to be. Today’s manufacturing plants are more productive than ever, often running continuously. That means someone needs to be watching, all the time – when they are at their kid’s evening soccer game, when they’re visiting friends on the weekend, and even when they are sleeping.

Because of the industrial skills gap, it’s become difficult for many manufacturers to hire staff in the numbers and skill sets they need. Some plant managers simply don’t have skilled experts to consult within their organizations.

Fortunately, there’s help for plant managers that provides valuable expertise, backup and support – whenever they need it.

Remote Support: A Perfect Solution

A manufacturing plant is full of complex systems and challenges. While Google and other search engines are valuable tools for finding recipes, checking if the pet store is still open, and shoe shopping, they aren’t necessarily dependable sources of highly technical information about how unique plants function. So when something goes wrong in your plant, consulting the multitudes of opinions on the Internet could lead you down a very wrong path.

Why wait to call your distributor or system integrator? Why leave it up to chance when you could secure the services of expert technicians and engineers, as if they were on retainer? Remote support provides just that: reliable help for quickly identifying problems and troubleshooting solutions in real time. Remote support options include:

  • Email – for less timely issues
  • Immediate phone support – walking through troubleshooting questions and answers
  • Troubleshooting articles and videos – like Google, but better. Search a library of common industrial automation problems in an online support center and find the answers yourself
  • Remote monitoring and application support – this is an additional layer of remote support that allows remote engineers to access your applications and resolve the issues themselves from off-site

Remote access to experts is advantageous for a number of reasons. You don’t have to pay a full-time salary to employees on different shifts, there’s one number to call – by anyone at any time, you can learn all about troubleshooting from online resources and the engineers themselves, and above all, it provides peace of mind.

The benefits of having that supplementary assistance at your beck and call include greater plant productivity, greater resolution efficiency, and greater trust in a plant manager’s ability to oversee operations. Remote support services can help you optimize control system performance, improve Overall Equipment Effectiveness (OEE) and reduce maintenance costs.

Consider TechConnect Support

Programs like Rockwell Automation TechConnect℠ can make any plant manager look like a hero for solving problems quickly and successfully.

Have a new employee on the night shift who isn’t completely qualified to troubleshoot? Give them one number to call for any number of questions or concerns – they’ll be on the phone with an engineer in about a minute and a half.

Don’t want to spend time after hours learning a new troubleshooting skill set? Enjoy the peace of mind of having a team of experts in your back pocket, ready to provide support around the clock.

And if you want to encourage your employees to train and learn on the job, our Training Advisor program is included to help supplement the growth opportunities you’re offering.

Source

Related Articles


Changing Scene

  • Andreas Sobotta to Assume Role of Vice President North and South America for Pilz Automation

    Andreas Sobotta to Assume Role of Vice President North and South America for Pilz Automation

    Pilz Automation Safety Canada L.P. announces that their long-term CEO and GM, Andreas Sobotta, will assume the role of Vice President North and South America, effective immediately. He will still work from the Canadian office in Mississauga and visit all other subsidiaries in North and South America. Pilz will take their time to find a… Read More…

  • SEW-Eurodrive: MAXOLUTION System Solutions

    SEW-Eurodrive: MAXOLUTION System Solutions

    Whether in production or logistics operations, MAXOLUTION is synonymous with innovation in factory automation – across all industries and worldwide – helping you achieve your vision of an adaptable and resilient lean smart factory. Under the MAXOLUTION brand, SEW-EURODRIVE creates customized solutions for cutting-edge materials handling technology – from the shop floor through to IT.… Read More…


Sponsored Content
The Easy Way to the Industrial IoT

The way to the Industrial IoT does not have to be complicated. Whether access to valuable data is required or new, data-driven services are to be generated, Weidmuller enables its customers to go from data to value the easy way. Weidmuller’s comprehensive and cutting-edge IIoT portfolio applies to greenfield and brownfield applications. Weidmuller offers components and solutions from data acquisition, data pre-processing, data communication and data analysis.

Visit Weidmuller’s Industrial IoT Portfolio.


ADVANCED Motion Controls Takes Servo Drives to New Heights (and Depths) with FlexPro Extended Environment Product Line

Advanced Motion Controls is proud to announce the addition of six new CANopen servo drives with Extended Environment capabilities to their FlexPro line. These new drives join AMC’s existing EtherCAT Extended Environment FlexPro drives, making the FlexPro line the go-to solution for motion control applications in harsh environments.

Many motion control applications take place in conditions that are less than ideal, such as extreme temperatures, high and low pressures, shocks and vibrations, and contamination. Electronics, including servo drives, can malfunction or sustain permanent damage in these conditions.

Read More


Service Wire Co. Announces New Titles for Key Executives

Bruce Kesler and Mark Gatewood have been given new titles and responsibilities for Service Wire Co.

Bruce Kesler has assumed the role of Senior Director – Business Development. Bruce will be responsible for Service Wire’s largest strategic accounts and our growing Strategic Accounts Team.

Mark Gatewood has been promoted to the role of Vice President – Sales & Marketing. In this role, Gatewood will lead the efforts of Service Wire Company’s entire sales and marketing organization in all market verticals.

Read More


Tri-Mach Announces the Purchase of an Additional 45,000 sq ft. Facility

Tri-Mach Elmira Facility

Recently, Tri-Mach Inc. was thrilled to announce the addition of a new 45,000 sq ft. facility. Located at 285 Union St., Elmira, ON, this facility expands Tri-Mach’s capabilities, allowing them to better serve the growing needs of their customers.

Positioning for growth, this additional facility will allow Tri-Mach to continue taking on large-scale projects, enhance product performance testing, and provide equipment storage for their customers. The building will also be the new home to their Skilled Trades Centre of Excellence.

Read More


JMP Parent Company, CONVERGIX Acquires AGR Automation, Expanding Global Reach

Convergix Automation Solutions has completed the acquisition of AGR Automation (“AGR”), a UK-based provider of custom, high-performance automation design and systems integration primarily to the life sciences industry.

Following Convergix’s acquisitions of JMP Solutions in August 2021 and Classic Design in February 2022, AGR marks the third investment in Crestview’s strategy to build Convergix into a diversified automation solutions provider targeting the global $500+ billion market, with a particular focus on the $70 billion global systems integration and connectivity segments. Financial terms of the transaction were not disclosed.

Read More


Latest Articles

  • Making the Sustainable Transformation of the Process Industry a Success

    Making the Sustainable Transformation of the Process Industry a Success

    By Krystie Johnston and Dr. Manfred Jagiella – Sustainability facilitates opportunity when approached with a mindset to preserve resources and promote circularity. We share one Earth, and it is our global responsibility to care for it for the next generation. Endress+Hauser is one global company that understands this responsibility – and practices it as well.… Read More…

  • Why NOARK’s 12VDC Shunt Trip Coils for MCCBs Make Power Systems Reliable and Safer

    Why NOARK’s 12VDC Shunt Trip Coils for MCCBs Make Power Systems Reliable and Safer

    Circuit breakers are an essential component of any modern electrical system. Designed to protect your home or business from potential overloads or short circuits, these devices are your first line of defense against electrical fires. There are, however, situations where remote tripping of the circuit breaker may be required. It could be for operational reasons,… Read More…