Robotics

Customer service
At your side during the entire robot
life cycle
 “We sleep well at night.
Thanks to our cooperation with
ABB Robotics, we feel safe.”
– Customer statement, robot technician, Sweden

2 Robotics customer service

Customized service to your exact needs

Choose from a complete portfolio of professional robotics services, including Parts and Logistics, Field service, Training, System services and
Refurbished robots.

“Service used to be about With Robotics customer service you have a partner who
cares about the good health of your robot system. From the
limiting damage. Today it moment it is installed to the end of its service life.

is about maximizing your The life of a robot system goes through different stages.

produc­tivity” Regardless the age or condition of your robots, we stand

ready to help increase the performance, uptime and lifetime.

– Head of Customer Service, ABB Robotics

We don’t believe in “one size fits all”. That is why we adopted
a service philosophy based on flexibility and freedom of choice.
Instead of locking you up in standard contracts, we will tailor
a service package in close cooperation with you – based on
a set of services from our complete portfolio.

We will provide world-class services wherever ABB robots

and systems are installed and be one of the main reasons
why customers continue to buy from ABB.

Robotics customer service 3

Parts and Logistics
The right part, at the right time, at the right place

ABB offers original spare parts and inventory management with

the quality that your robots deserve. High availability of parts in
stock, fast deliveries, efficient 24/7 handling and reliable delivery
infrastructure make us a reliable partner to customers in a range
of industries.

We offer consignment stock to customers requiring parts to be available Our Logistics center guarantees 24/7 availability to spare parts.
on site.

As your provider of new, repaired and exchange parts with

guaranteed parts availability, we stand by your side ready with
“Customers always have
parts at all times. access to original ABB parts
Whether you need economy, express or emergency shipment, and latest upgrades”
all deliveries are possible depending on your urgency. Addi­
tionally if you need spare parts available in-house, we can – Parts and Logistic manager, ABB Robotics.
also supply consignment stocks.

You will be offered high quality parts, always available with the
current upgraded version. We maintain availability 8–10 years
after the end of serial production. Through our production
database, we know exactly what parts are install­e d at your
site – enabling fast and accurate parts ordering.

Additional support is offered through a web-based spare

parts systems Business OnLine, which provides updated
product, price and order status information for more than
100,000 spare parts.

4 Robotics customer service

As your provider of new, repaired and exchange parts with guaranteed
parts availability, we stand by your side ready with parts at all times.

Whether you need economy, express or emergency shipment, all deliv-

eries are possible depending on your urgency. Addi­t ionally if you need
spare parts available in-house, we can also supply consignment stocks.

You will be offered high quality parts, always available with the current
upgraded version. We maintain availability 8–10 years after the end of
serial production. Through our production database, we know exactly
what parts are install­e d at your site – enabling fast and accurate parts
ordering.

Additional support is offered through a web-based spare parts systems

Business OnLine, which provides updated product, price and order sta-
tus information for more than 100,000 spare parts.

Robotics customer service 5

Field service
Supporting you to take robot availability to new heights

“We have learned, world- Our service teams are on call

class manufacturing facilities 24/7 to provide the support
need world-class support.” you need. Remote service
– Customer statement, Plant maintenance manager, UK generates a maintenance plan
on the basis of actual usage
and up to 50% of unplanned
stoppages can be prevented.

6 Robotics customer service

 3

The ABB RoboCare service configurator tool allows us to present a quote within minutes. Remote service helps locate problems before they arise.
Keep track of the condition of your robots using your own MyRobot web page.

Instead of adopting the traditional ”break and fix” service The ABB RoboCare service configurator tool helps to deter-
approach, we have developed a wide range of services that mine a cus­t o­mi­z ed service recommendation. Together with
offer more value to customers. Our services help extend the you we enter robot data and your specific plant requirements
mean time between failures, shorten the time to repair and into the service configurator tool. Based on the outcome a
lower the costs of ownership. RoboCare service agreement and a quotation are generated
within minutes.
The ABB RoboCare service agreement offer allows plant
managers to focus on their core production, leaving the task ABB’s patented remote service increases uptime and produc-
of keeping robots in peak performance to ABB. The ABB tivity by providing remote diagnostics. Your robot system is
RoboCare service agreement is designed to offer peace of continuously monitored and generates an automatic alert
mind and provide the security of an insurance policy. when the robot condition changes or a problem arises.
Remote service generates a maintenance plan on the basis
of actual usage and up to 50% of unplanned stops can be
prevented, while robot systems can be brought back into
production via telephone support, avoiding valuable produc-
tion losses. Via MyRobot webpage valuable and up-to-date
information about your robots is available at your fingertips.

Robotics customer service 7

Training
Reduce your costs with professionally trained employees

Skilled and creative people are necessary to reduce production

costs and to exploit the full potential of modern robot technology.
Over 20,000 students in our facilites are trained around the
globe every year.

Our dedicated training professionals combine educational skills and One of our fully equipped training centers around the world.
robotics engineering excellence.

Our training philosophy starts at home with our own staff.

With increased technical complexity and constantly new
“ABB has dedicated and fully
techni­c al features and products, it is more important than equipped professional training
ever that our staff is equipped to understand how to meet
our customers’ needs. At the same time, it is as important centers all around the world.”
to ensure our customers have the ability to utilize the full
potential of ABB robots. – Training manager, ABB Robotics

Our training courses include standard robot training modules,

process and applications courses and systems training. You
can also choose to locate the training at your own premises,
customized to your specific needs. Personal development
programs for individual employees are also available. Several
of our training centers also have documentation development
departments, offering to develop manuals for all types of
automation equipment, systems and production lines.

8 Robotics customer service

Robotics customer service 9
System services
Offering you solutions that improve your productivity

ABB can help optimize your production by offering programming support to e.g. allow multiple robots to work synchronously together.

“ABB’s market leading We can help you to use your

techno­logy assists the cus- robot equipment more effici­
tomer to achieve world class ently, so that you can increase
paint finish quality.” your plant uptime, productivity
– Account Manager UK, ABB Robotics and product quality. Our con-
sulting services also include
upgrading, modification,
reloca­tion and replacement
of robots.

10 Robotics customer service

 ABB’s atomizer reduces your paint consumption, cleaning time and maintenance cost. The ROI can be less than a
year depending on your production volumes and paint costs.

To increase your efficiency, we provide solutions for optimiza- Refurbishing a robot may in some case be more cost-efficient
tion of robots or complete robot cells, including programming, than replacing it with a new one. We offer to modify your
tooling and other related equipment. equipment so that you can continue using your assets for
an extended lifetime. One common procedure is mechanical
Depending on your situation, our service engineers conduct arm exchange, which greatly improves performance of old or
regular consulting visits or full system upgrades, ranging from worn robots.
simple programming changes to major system layout and
equipment changes. Our engineers typically specialize in one or more system areas,
including body-in-white, press automation, painting or arc
welding – collaborating closely with our specialized robot
centers.

Robotics customer service 11

Refurbished robots
Breathing new life into older ABB robots

“ABB’s renowned product ABB provides a wide range of

quality makes a refurbished refurbished robots. We have the
robot a sound investment.” largest inventory of used ABB
– Business development manager, ABB Robotics. robots and related equipment,
e.g. tooling for spot welding or
arc welding.

12 Robotics customer service

We guide you to the right choice of refurbished robot. Our refurbished robots are reconditioned to near-new condition that ensures a refurbished
ABB robot is a sound investment.

Our global inventory contains hundreds of refurbished robots, ABB robots are renowned for their trouble-free operation and
which are ideal for customers who are matching an existing long service life. This makes even a refurbished ABB robot a
installed base, settle for classic controls technology or are on sound investment. You will enjoy the same professional assis-
a tight budget. All refurbished robots are backed with a full tance in robot selection and configuration as if you were buy-
12-month warranty. ing a brand new robot.

An ABB Certified Refurbished Robot is a used robot that

has undergone a rigorous 152-point reconditioning process,
according to the manufacturer’s procedures. All robots are
rebuilt to factory specification, using original parts, and com-
pliant with the new Machine Directive.

Robotics customer service 13

A truly global service organization

ABB is at your service worldwide. Over 1,200 service emplo­yees

all over the world are available to provide service and support
for your robots and robot systems.

Service Intelligence Unit

Part support center
Logistics center
Certified repair and
reconditioning center

Robotics customer service supports customers around the world from more than 100 locations. Our Service Intelligence Unit in India is our global
center that monitor the status of robots using Remote service. Part support centers and the Logistics center support customers with spare parts 24/7.
Our Certified repair and Reconditioning centers rebuild customers’ robots to specification and refurbish used robots to like-new condition.

14 Robotics customer service

Our skilled engineers operate in all major markets around the We will provide world-class
globe and provide world-class service to customers every day.
services wherever ABB Robots
Every year, our global service organization receives more
than 300,000 customer calls through our technical support and systems are installed and
centers. We carry out more than 30,000 service interventions
and we train more than 20,000 participants at our training
wants to be the reason why
centers worldwide. customers continue to
With a staff of over 1,200, many of which are present at our buy from ABB.
customers’ premises every day, ABB is an unmatched force
in the world of robotics service. We pride ourselves in our – Service vision
ability to always respond to our customers’ requests with the
right skills and the right tools, in the shortest time possible.

Robotics customer service 15

Contact us

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© Copyright 2012 ABB. All rights reserved. Specifications subject to change without notice. ABB Id No: ROB0224EN_A April 2012
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