CUSTOMER SUPPORT
From question to solution
How maxon Motion Control Support guides customers from initial analysis to the right answers.
Text Urs-Ueli Schorno
A fast response matters. But in motion control ap- plications, a precisely framed question and a cor- rect understanding of the system are essential first steps. Only once the system setup and requirements are understood can optimizations be made, poten- tial causes of errors narrowed down, and suitable solutions found. This is precisely the role of Mo- tion Control Support. The team handles around 3,000 to 4,000 tech- nical inquiries every year. Some can be answered within minutes, while others occupy the team for several days. The tasks vary accordingly, ranging from commissioning and configuration guidance to analyzing complex systems and the interaction of their components. Jürgen Wagenbach leads Motion Control Support at maxon’s headquarters. Together with his team, he supports customers worldwide with questions relating to drive solutions incorporating maxon motors, ESCON and EPOS controllers, as well as their integration into higher-level systems. A prompt initial response to the customer is particu- larly important to him. “It doesn’t have to be the solution straight away,” he says. “But the customer should know that we are working on it.” Gaining an accurate understanding Customers who contact Motion Control Support will often receive some questions first: Which com- ponents are installed? What is not working as ex- pected? What has already been tested? This may initially seem unusual to customers. In fact, this information helps the team gain an ac- curate understanding of the drive system in all its complexity and narrow down the relevant factors more quickly. Many of these questions would arise later in the consultation process anyway. The more complete the initial picture, the more precisely the team can provide support. At the same time, the team deliberately looks beyond the immediate problem and, as Jürgen Wagenbach puts it, “thinks outside the box.” Point-
ers to additional aspects and potential follow-up issues broaden the view of the application and may reveal further opportunities for optimization. Cus- tomers benefit from the experience of maxon’s spe- cialists and can avoid common pitfalls. The cause often lies elsewhere “The controller reports an error. But that does not necessarily mean that the controller is also the cause,” explains Jürgen Wagenbach. Motion con- trol applications rely on the interaction between controllers, motors, sensors, electronics, software, and mechanical components – as well as, in most cases, components from third-party suppliers. An error message can therefore have many possible causes, from a damaged cable or faulty sensor to incorrect parameterization or disrupted data ex- change between the motor controller and a high- er-level controller, such as a PLC. Understanding the entire system setup is therefore essential in or- der to narrow down the possible causes. One team, many areas of expertise Every inquiry is recorded in a ticketing system and handled in a structured process. The goal is to pro- vide an initial response within 24 hours. In many cases, the first response arrives within two hours and may already contain either an answer or fol- low-up questions. If a question cannot be answered immediately, the appropriate specialist teams are involved – for example Development, Application Engineering, or the maxon Academy training team. The maxon Academy not only shares knowledge through train- ing courses, but also provides self-study materials, video tutorials, and practical know-how. For customers, however, the process remains as straightforward as possible. “We don’t pass cus- tomers from one department to another,” says Jür- gen Wagenbach. Instead, Support coordinates the process and brings together the relevant informa- tion for the specific application. The technical
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