saia-pcd.com
12,3
R&D Support Team - Werk
Reperaturservice imWerk
Our value contribution on the way to an installed and optimized
ICA solution.
SBC
Support
Requirements profiles of operators/owners
Fully operational installations/systems
SBC
Components & Systems
System integrators
Engineering & Service
SBC
Support
Lean automation support
The greatest benefits are achieved with mini-
mum operating costs if the requirements profile
of the user/operator is implemented as perfectly
as possible in automation solutions. This profile
only becomes clear in long-term operation and
when there is good knowledge of the individual
application. For this reason, people who imple-
ment and maintain the operational automation/
ICA solution should be as close to the application
as possible. SBC support is thus fully focused on
achieving maximum autonomy and independ-
ence with high efficiency for system integrators,
systems builders and operators.
Saia Burgess Controls does not deal with the
realization and maintenance of installed, fully
operational automation/ICA solutions. A device
manufacturer simply does not have the strategic
starting position to be the best here.
Customer support
SBC support structure
The satisfaction and economic success of the oper-
ator/user when using SBC technology is influenced
by many groups of people. For this reason, SBC
support specifically supports everyone involved in
the planning, implementation and operation of fa-
cility installations. Support engineers are available
to the customer for advice and assistance. The field
service support engineers are assigned to a sup-
port center in the country/region. Their employees
are available to all interested parties by phone, e-
mail and NetMeeting. Where the scope and type
of local resources is not sufficient, there is a further
factory support level in the background. Large
training facilities for HeaVAC technology are also
provided here. Online help is available 24 hours a
day, 7 days a week at
.
Support structure for SBC components and systems
Mission:
The logistics support ensures that products from the
factory can be delivered within a week to each (industrialized)
place on earth.
We consider service to be an integral part of the sale price. As a result, our customers
experience success and delight when using our products. For us, satisfaction is not an option
or an “accessory”, but part of the basic product. As a system manufacturer, our support
expertise goes far beyond one single device. Our products are components and systems.
Online help is available 24/7.
Quality and performance of SBC support
The quality and performance of our support deter-
mines our success. We regularly have independent
institutes assess our customers’ satisfaction with
the support service. The results of the survey are
checked for credibility by authorities such as the
German company TÜV Süd before publication.
Breakdown of sales
Saia Burgess Controls :
For us, revenue from service
is of virtually no significance.
We derive no profit from
operator/owner problems
and costs over the life cycle.
SBC support is free of charge,
because every device
delivered includes support
when needed.
Software <3%
Support <1%
Devices Hardware >95%
$
Field service
Technical
customer support
in the region/country
Logistics/catalog
support
in the region/country
HVAC application
support & training
at the factory
Technical customer
support
Backup team
Logistics/catalog
support
at the factory
R&D support team t the factory Repair service at the factory
Support eng.
application/
product
Support eng.
technical and
commercial
