Twisting
Customer Support competence in service
competence in twisting
Customer Support
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competence in twisting
Allma Product Line Volkmann Product Line 2
Customer Support
Oerlikon Saurer Service Centre Oerlikon Saurer Support Centre Germany
Italy Belgium
Turkey India
China
USA
Oerlikon Saurer is more than a brand Oerlikon Saurer is a Business Unit in the textile segment of the globally successful technology group OC Oerlikon. With groundbreaking technological innovations, Oerlikon Saurer and their product lines Allma and Volkmann are the leading international suppliers of top-performing twisting and cabling systems. For decades, the Allma Product Line has been constantly setting new technological milestones in twisting technology. Allma production systems offer leading technology all over the world for tire cord and technical yarns. For more than 100 years, the name of Volkmann has stood for high-quality twisting machines. The global success in the market segments staple fibre yarns, glass filament yarns and carpet yarns is based upon years of close cooperation with our customers.
Customer Support – Security for investments, added value and product quality As a perfect complement to installations and components, the Customer Support Twisting offers customers one of the most comprehensive ranges of services, from tailor-made training and counselling through to supplying original parts and upgrades for years to come. Thus our Customer Support ensures productivity and value retention. myOerlikon.com The customer portal myOerlikon.com is up to date throughout the whole year and is thus the showpiece having a clearly arranged and uniform home page of all business units and their product lines. Customers have online access to the latest documentation and each customer has dedicated individual viewing rights for the documentation of their particular machines. Everything is clear and simple; the operating manuals are supplemented with additional pictures and films, and the search permits the quick and easy access to the requested topic. The troubleshooting manual allows search function to read via direct links even more quickly and efficiently; the engineering tool supports and accompanies the entire process from the first sketch to the turnkey plant. Innovative ideas and new solutions are an integrative part of myOerlikon.com. The worldwide popular e-commerce system SECOS is fully integrated and the state-of-the-art encryption technology guarantees maximum security of customer data at any time.
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We fulfill your service requests at any time competence in service
Your contact persons (from left to right): Karl-Heinz Sandholzer Vice President Customer Support Oerlikon Saurer Zweigniederlassung der Oerlikon Textile GmbH & Co. KG Allma Product Line Leonhardstr. 19 87437 Kempten Deutschland Tel.: +49 (0) 831 688 256 Fax: +49 (0) 831 688 5256 karl-heinz.sandholzer@oerlikon.com Andreas Gathen Vice President Customer Support
When you look up “customer support” in Wikipedia, you will find the following definition: “… Customer support is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, …” This brochure gives you an overview of the services of Oerlikon Saurer and introduces our service employees who have made the Customer Support Twisting the distinctive brand it is today, because “Service is people’s business”. Highly qualified employees with a wealth of experience and a clear customer focus are the basis of our competence in service. An additional wide range of exclusive services ensure that your investment is always in good hands with us. Service as we define it guarantees long-term productivity and value retention. You have already chosen the best machines in the world. Now also choose the world’s best service!
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Customer Support
Oerlikon Saurer Zweigniederlassung der Oerlikon Textile GmbH & Co. KG Volkmann Product Line Weeserweg 60 47804 Krefeld Deutschland Tel.: +49 (0) 2151 717-245 Fax: +49 (0) 2151 717-459 andreas.gathen@oerlikon.com
Customer Service is a matter of course to us SUN – Service Unlimited
Your recipe for success Oerlikon Saurer provides support for your business at every stage of its development serving every need that results from your changing, or growing, requirements. Lifecycle partnership As a true companion, Oerlikon Saurer looks after its partners during all processes required to implement a successful investment. This means being at your side and supporting you with: Original parts Consulting Installation Training Software Maintenance and repair Modernization
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Original parts service Choose the Original – Choose Success
Your contact persons (from left to right): Norbert Gielen Uwe Lindner
You want your investment to achieve maximum production at all times?, then you need equipment of the highest quality, in other words with original parts from Oerlikon Saurer. It may be cheaper to buy spare parts from other suppliers. Before you do so, however, think about possible consequential costs due to higher down times, loss of guarantee payments, reduced machine performance, additional expenditure for part identification, risk through quality defects, shorter life of your machines.
Your contact persons (from left to right): Nadja Kuss Martina Szczygiol Vivien Kaufmann Michael Mathei 6
Customer Support
Saskia Wellhausen Erik Siewert Martina Neuhausen Natalia Brommer Barbara Kosche Jürgen Most
Our customers appreciate the advantages of using Allma and Volkmann original parts, because – quite apart from our guarantee which goes without saying – quality and knowhow play decisive roles for them. Our customers are visited by our service inspectors free of charge once a year. We also ensure that the parts are available during the entire life of the machines (up to 35 years). Every Allma and Volkmann original part is submitted to a strict quality check with regard to their technical and textiletechnological applicability. Only materials and surfaces which have been approved by our specialists receive the label “Allma / Volkmann original part” , and nothing else is good enough for our quality-conscious customers. Past experience has illustrated that “alternative” parts tested by us fell a long way short of satisfying Alma and Volkmann quality requirements. Ceramics are not just ceramics, and plasma is far from being just plasma. Our customers always want to know the same thing: What lasts longer? The happiness about a low price or the annoyance and losses resulting from a poor quality? The common law of business balance prohibits paying too little for high quality. If you have paid too much, you may lose a little money – that is all. But if you get poor quality, you may end up losing everything.
Brigitte Schneider Isabel Kaufel Jessica Altenhövel Peter Stracke Andreas Morent Markus Mayer
Original parts service Experts for logistics and repairs
Online original parts service Receive your original parts for all machine generations from Allma and Volkmann Product Lines. Our specialists deal with your inquiries and supply you the parts tailored to your needs and machines. For parts which are no longer available we offer you alternative parts and are at your disposal for technical and specialist advice. Machines must produce in order to be lucrative. myOerlikon.com is the online portal for our customers giving reliable answers fast and clearly to all questions. Our agencies located around the world have more than 12,000 original parts available to you. In order to keep machine downtimes to an absolute minimum, the original parts ordering system SECOS is available to you day-in and day-out. Efficient global logistics together with customer-orientated stock management ensure optimum availability and reliable production. Our original parts service offering you spare parts in OEM quality and our motivated repair service team are ready to support you. We are sure that the use of Allma and Volkmann original parts is the best and safest way to optimise your investment and your earnings from it in the long term.
Your contact persons (from left to right): Ronald Ziebuhr Michael Häbel
Eugen Egemann Jens Frese Udo Binger Gregor Wust
Mobile original parts service in the USA Jimmy Melville Optimum customer service means to sell original parts on the spot. With our mobile original parts service we offer availability of original parts and a highly efficient repair service in our main markets.
Franz Metz Roman Dostal Ralf Gnad Rebecca Hollender
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Technical service Experts for engineering
Your contact persons (from left to right): Manfred Fiala Andreas Apffelstaedt Andreas Keil Wolfgang Pietzka
Innovative service for innovative products Our services are tailored exactly to the needs of our customers. For supporting the processes we use state-of-the-art communication technology and media. A hotline makes sure that you reach the right contact partners around the world 24 hours a day, 7 days a week and 365 days a year. Oerlikon Saurer service centres cover the time zones USA, Europe and Asia and offer you competent support at any time. A remote diagnostic service gives us access to the machine control with immediate error analysis and a recommendation as to how to repair the machine. Moreover, service technicians at our service centres and in our worldwide network are ready for your call to restart production on your machine as quickly as possible.
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Customer Support
For an efficient production analysis we can offer software solutions as for example POC. These software modules help you to ensure the required quality, monitor the maximum efficiency and carry out repair work in a cost-effective manner. Despite the use of innovative technologies it is vitally important that all employees in our customer support team are devoted to customer satisfaction at all times. Our competent service team is at your disposal. Just give us a call and take us at our word.
Erection – Start-up – Service Experts for installation
Your contact persons (from left to right): Stefan de Jong Jürgen Lassmann Heinrich Piatek Achim Wrobel Wolfgang Lasogga
Erection service Our schedulers do everything to ensure that our highly qualified technicians start their work as soon as the machines have arrived at your works. During the machine start-up your employees will receive appropriate technical training.
Your contact persons (from left to right): Dimitri Eremin Karl-Uwe Pahlen Christof Bryla
Inspection Our service technicians will visit you regularly without any cost for you and will carefully check your machines. If there is a need for optimization, we will inform you and submit proposals and give valuable tips.
Wilhelm Anderstiegen Herbert Deling Stefan Klement Michael Fritzsche
Sebastian Pongs Roland Seeber Helmut Braun Gerd Ullrich
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Textile-technological service Experts for textile technology
Your contact persons (from left to right): Dr. Georg Tetzlaff Walter Heumoos
Application technology centre For many years Oerlikon Saurer technology centres have provided support in all textile-technological matters with regard to twisting single and ply yarns. Equipped with the latest two-for-one twisting and cabling machines of the entire product range, our technology centres will conduct trials for you. In addition to versatile production machines and textile testing devices, the wide know-how of our staff members is ready for performing customer-specific trials.
Your contact persons (from left to right): Dieter Strahlen Cenk Duralti
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Customer Support
Dorothea Horn Naim Louati Lothar Vieten
Customer support The variety of textile raw materials and the large number of resulting machine settings often require the use of specialists. This means that our work starts before selling the machines. We focus on the following topics: Setting of optimum process parameters Achieving optimum twisting or cabling quality Optimum integration of machines in new or existing textile infrastructure Troubleshooting
Andreas Schatz Karl-Hermann Paul
Consulting Experts for consulting and training
Three of the most decisive factors for an excellent consulting are: Profound knowledge of market needs. Excellent know-how of the entire processes that make your product unique and efficient. The competence that leads your investment to a secure and rapid creation of value and assures a short-term return on investment.
Your goals are our yardstick The most important aspect of consultancy is listening to the clients’ wishes. That is what our specialists do. And they do it well. Equipped with an excellent knowledge of mill practice as well as markets trends, they are able to suggest more than one solution that fits your particular needs, right through to the finished textile product.
Planning your success Our service consultants always endeavour to optimise your business together with you. Over the entire life of your machines, we show you the improvement potentials for increasing the efficiency, optimising the quality and reducing the costs.
Training The quality of a product and the efficiency of a installation are dependent on the training level of the operating and maintenance personnel as well as the technical state of the plant itself. We offer the following solutions to meet these demands. Customer training for operating and maintenance personnel in the areas of: Textile technology Operating and setting Maintenance and repair Extensive training data and information as well as a detailed technical documentation will be provided also in our customer portal myOerlikon.com
Your contact persons (from left to right): Gerd Ullrich Karl-Hermann Paul
Manfred Fiala Peter Stracke Andreas Keil
Norbert Hoven Dr. Georg Tetzlaff Markus Mayer
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Upgrades and maintenance kits . . .
Upgrades for your machines The Allma and Volkmann Product Line installations symbolise reliability and quality. After years of constant deployment, it makes sense to adapt these machines to the latest technological standard in order to increase their productivity and reliability. To ensure that older installations benefit from the results of our research and development, Customer Support Twisting regularly offers customers interesting upgrade packages. Integrating elements of state-of-the-art techniques and technologies into existing machines maintains the value of an investment also in the long term. Examples: Cord Regulator Yarn tensioner systems Software upgrades e-save spindles Upgrade of spindles Control pad Security upgrades
Maintenance kits Maintenance kits ensure best performance of your machines and offer you price advantages of up to 30% compared with conventional replacement of single parts. Maintenance kits ensure the availability of parts for quick and cost-effective maintenance and repair. In addition, your maintenance costs are reduced by replacing all wearing parts in one go.
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Customer Support
. . . with us you keep your competitive edge
Customer Support
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Worldwide locations . . .
Oerlikon Saurer service locations A constantly optimised original parts stock with more than 8,000 articles in Krefeld as well as external storage facilities and service centres in the USA in China in Belgium in Italy Turkey in India
ensure parts availability and short response times all over the world. Our service teams are at your disposal for any technical and commercial queries and will answer them to your full satisfaction.
China (from top left to bottom right): Huang Yong, Michael Qian, Sam Zhou, Zhang Xueming, Chen Zhigang, Miao Ping, Stefan de Jong, Dick Li, Remy Qiu, Allen Li, Hu Kebing, Hardy Chen, Ruan Yihai, Juliet He
China (from top left to bottom right): Zhang Xueming, Sam Zhou, Zhao Lei, Terence Ji, Richard Wang, Stefan de Jong, Li Hong, Jim Ji, Hu Keling, Sally Wang, Nancy Liu, Mike Kui, Juliet He
Italy (from left to right): Horst Giesen, David Dezzuto
Belgium (from left to right): Yves le Clair, Christof de Wulf, Guido de Bruyne
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Customer Support
. . . our service network
USA (from left to right): Andreas Apffelstaedt, Jim Slaten, Scott Walker, Manfred Fiala, Helmut Leksa, Ken Black, Heinz Lumpe, Tommy Branson, Billy Mitchell, Fredy Ferrari, Hubert Seirer, Bill Rumfelt, Axel Ullmann
Turkey (from left to right): Anvi Altay, Mehmet Dumanli, Mehmet Hasanoglu
India (from left to right): M. V. Rao, Sukhwinder Singh, P Kanthimathinathan, G. Vijaylakshmi, K. Paneer Selvam, C. V. Suresh Customer Support
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Oerlikon Saurer Zweigniederlassung der Oerlikon Textile GmbH & Co. KG Allma Produktline Leonhardstrasse 19 87437 Kempten Deutschland Tel.: +49 831 688-0 Fax: +49 831 688-321 www.saurer.oerlikontextile.com www.secos.myoerlikon.com sales-allma.saurer@oerlikon.com Oerlikon Saurer Zweigniederlassung der Oerlikon Textile GmbH & Co. KG Volkmann Produktlinie Weeserweg 60 47804 Krefeld Deutschland Tel.: +49 2151 71701 Fax: +49 2151 717474 www.saurer.oerlikontextile.com www.secos.myoerlikon.com sales-volkmann.saurer@oerlikon.com Oerlikon Textile Inc. 8801 South Boulevard Charlotte, NC 28273, USA Tel.: +1 704 394 8111 Fax: +1 704 393 1502 info.twisting@saurerinc.com Oerlikon (China) Technology Co. Ltd. No. 9 Chang Yang Street Suzhou Industrial Park Suzhou 215024 Jiangsu P.R. China Tel.: +86 512 8188 5998 Fax: +86 512 8188 5999 info@china.saurer.com Oerlikon Tekstil Middle East Tekstil Makinalari Dis Ticaret A.S. Esentepe Mah. Dergiler Sk. No: 5 Sisli 34394 Istanbul Turkey Tel.: +90 212 272 38 20 Fax: +90 212 267 38 37 mehmet.dumanli@oerlikon.com
Customer Support - 02-11_0.5_en • Subject to alterations without prior notice! • Printed in Germany • © The copyright of this leaflet remains with Oerlikon Saurer.