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Global Technical
Assistance Centre
Frank Berends
Manager Technical Support Desk NWE
Global Manager Remote Services
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.
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.
2. 24/7 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
1. 24/7 support on all equipment
2. 24/7 World Wide - Follow the sun
VSAT, Nav/Com & ICT
Remote Support
EUR ASIA
GTAC Duty Engineers
Investigation / Analysis
24/7 Dispatch Center [email protected]
E-Systems
Remote Support
IBS/IPMS
Remote Support
DP
Remote Support
Field Engineer on spot required - MSA or On Demand
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.
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
4. Single Point Of Contact
External customers
Email/telephone
RealTime
Equipment
Notification
Remote
Monitoring/
Maintenance
24/7 Dispatch Center
International phone number
GTAC Inbox
VSAT | NavCom | ICT | E-Systems |
IBS/IPMS | AV/Entertainment
GTAC
Remote
Support
GTAC Duty Engineers
Investigation / Analysis
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.
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
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:
Remote Monitoring App
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.
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
Performance management
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)
Jackup Barge JB-117 has an Advanced Support
Agreement including Remote System Management ICT
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.
Global Technical Assistance Centre Rotterdam
Shared Success
Many thanks for
your attention