“The controller reports an error. But that does not necessarily mean that the controller is also the cause.”
background and necessary measures are commu- nicated “in the customer’s language,” as Jürgen Wagenbach puts it, so that the proposed solution is easy to understand and can be implemented suc- cessfully. Questions become knowledge Some fundamental questions recur in similar forms. Where useful, the insights gained are incor- porated into updates to technical documents or made available as FAQs in the Support Center. They help customers solve similar tasks more quickly in the future while also supporting the team’s day-to- day work. In this way, every support inquiry does more than help answer a technical question: it also makes knowledge available for future customers and ap- plications. Motion Control Support at a glance — Around 3,000–4,000 technical inquiries per year — Goal: initial response within 24 hours — Support with commissioning, parameterization, system design, and troubleshooting — Structured processing through a ticketing system — Collaboration with Development, Product Management, Application Engineering and other specialist teams — Focus on technical advice and helping customers help themselves
Jürgen Wagenbach, Head of Motion Control Support at maxon
Contact: support@maxongroup.com or support.maxongroup.com
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Motion Control
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