CUSTOMER SERVICE
We built it.
We stay with it.
Commissioning, ramp-up, every batch after that: the team that built your system keeps it running and qualified.
SERVICE TEAMS
Two time zones. One team.
Your line runs in Europe or North America. So does the team that answers.
FOUR CHAPTERS
What happens after you sign.
Every system has a life. Here is where we are in it.
01 · BEFORE IT SHIPS
You already know the people.
The engineers who commission your system in Bruchsal or Morrisville are the ones who stand next to you at your site. The after-sales team joins the project before the modules leave the factory, so day one has no strangers in the room.
What’s in it: PQ support and validation · GMP documentation
02 · THE FIRST BATCHES
We stay until it runs in routine.
Ramp-up is where lines are won or lost. Our team is on your floor for the first batches, monitors the system in real time and hands over to your operators step by step. Your qualification status comes with us.
What’s in it: Bay support and ramp-up · Hands-on training
03 · EVERY SHIFT AFTER THAT
Wear is predictable. We plan for it.
Scheduled inspections, wear-part management and training for your maintenance crew keep the system inside its specification. Spare parts ship from our warehouse.
What’s in it: Preventive maintenance · Training · Spare parts
04 · WHEN SOMETHING STOPS
We connect before anyone travels.
Remote diagnostics puts the people who know your system on your screen first. Priority support sets response times and spare-parts priority in your service contract. Your OEE target stays yours. The technical availability of the system we built is on us.
What’s in it: Priority support · Remote diagnostics · Spare parts
IN WRITING
Contractually guaranteed technical availability.
One number, in your service contract: the technical availability of the modules we built.
ALREADY A CUSTOMER?
Get help fast.
EUROPE AND OTHER MARKETS
Service team Bruchsal
Marcel Kiwus · Head of Service Europe
Report an issue, order spare parts or book a training.
NORTH AMERICA
Service team Morrisville, NC
Luca Zannini · Head of Service US
Report an issue, order spare parts or book a training.
Review your service contract?
FAQ
Questions we hear before a contract.
What can a service contract cover?
Any combination of the programs above, from PQ support to priority support. We put it together with you before your system ships.
Who serves sites in North America?
Our team in Morrisville, North Carolina, the North American headquarters and production site of ESSERT Robotics.
Do you support performance qualification?
Yes. PQ support and GMP documentation are part of our service programs.
Where do spare parts come from?
Directly from our warehouse.
