With its Customer Support Centre Okuma has established an international service network, designed to provide fast assistance for operators across Europe. From the European headquarters in Krefeld, Germany, Okuma coordinates shipping of exchange parts to customers in 32 countries. 95 percent of the time, Okuma delivers components within 24 hours, effectively reducing expensive downtime to a minimum. Okuma’s unique position as the industry’s only single-source provider extends to the manufacturer’s understanding of service, which encompasses spare part delivery, preventive machine maintenance, spindle repair and exchange as well as local support from certified service technicians all over Europe.
This extensive service initiative provides security to the customers, since unforeseen breakdowns in the production process mean time and money. Preventive maintenance counteracts a majority of issues that may result in major damage to the machines. Nevertheless, in case of problems with one of the 25,000 Okuma machines installed across Europe, the manufacturer is able to react immediately: In addition to the 35,000 spare parts permanently in stock in Krefeld, Okuma’s global network of authorised distributors can supply over 100,000 additional exchange components if necessary. Customer support only supplies high-quality original parts for exchange, in order to prevent complications resulting from employing services and components from third-party providers. Since Okuma’s machines, controls and software are designed to work together perfectly, troubleshooting is particularly quick and easy. Hotlines for remote diagnostics and diagnostic service apps offer immediate assistance.
Okuma’s in-house spindle repair facility usually fixes spindles within five days. To offer maximum reliability, customer support does not only exchange defective parts but all of the spindle’s main components, such as the rotary lead-through. Defective units are thoroughly examined and restored at the original testing stations. In order to allow for an exchange within 24 hours, Okuma keeps 400 units in stock in Krefeld while 400 additional spindles are available through Okuma America. Following the exchange, Okuma extends two years warranty on repaired and three years warranty on newly purchased machine spindles.
To allow for constant availability and “just-in-time” delivery of spare parts, Okuma has recently invested three million Euro in storage facilities with a new mobile racking system, over 1000 m² of additional floor space and more than 1,800 pallet spaces. To guarantee ceaseless support, Okuma has also invested in additional personnel. At the on-site training facility employees receive practical training on the machines. These multi-level courses are mandatory for both Okuma staff and the 32 authorised Okuma distributers across Europe. Hence operators are sure to receive immediate assistance from local professionals.
Moreover Okuma has hired additional staff for the newly set up Board Repair facility. Starting in April, the department will be in charge of repairing various Okuma controls from the OSP 7000 series onward.