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What does Siemens think about customer service?

Stable operation of manufacturing sites is an important factor that determines a company's competitiveness.
Siemens supports customers in resolving issues and creating long-term value through customer service that takes into account the entire lifecycle of equipment.We systematically provide a wide range of services, not just responding to breakdowns and repairs, but also including preventive maintenance, technical support, educational support, and product replacement options.
​Siemens provides ongoing support, working closely with our customers on-site, to ensure that their equipment continues to operate optimally.

Siemens' customer service system supports the entire lifecycle of your equipment

Siemens Customer Service supports you throughout the entire lifecycle of your equipment, from pre-installation to operation, maintenance, and upgrades.
By systematically providing services tailored to each phase, we ensure stable equipment operation and long-term value creation.

Siemens' customer service is not just about troubleshooting, but about providing strategic​ ​support that takes into account the entire lifecycle of your equipment.
We maximize the value of your equipment by systematically providing services for each phase, from the pre-implementation planning stage to stable operation during operation and future updates.
With such a support system in place, the introduction of Siemens products leads to"long-term stable operation of equipment."​

The following sections introduce the service categories that correspond to each phase.

Service List (by Lifecycle Phase)

Services used during the pre-implementation and planning phases

Engineering & Integration Services
We support the design and integration of equipment before installation, achieving seamless connectivity between the field, edge, and cloud. We also build data collection and visualization systems to accelerate the promotion of digital transformation.
Key Points
Flexible connectivity and an integrated approach
Support for data collection and visualization (OT-IT collaboration)
Utilizing virtual environments and digital twins
IEC62443 compliant security design
Training Services
We provide the necessary technical training before installing equipment to support a smooth start-up. You can acquire skills that will be immediately useful in the field, such as basic PLC and HMI operations and TIA Portal settings.
Key Points
Supports TIA Portal, STEP7 and SIMATIC HMI
Reduce start-up risks with basic training before implementation
Flexible online, on-site, and classroom learning options

Services used during the implementation and launch phase

Field & Maintenance Services (Commissioning)
Our experts will support the commissioning and start-up of your equipment to ensure safe operation. We can also handle complex machinery and industrial facilities from the design stage.
Key Points
Professional support for test runs and commissioning
Flexible response from the design stage
Ensuring safety and reliability
Cost-effective launch
Service Programs & Platforms
When installing equipment, we use SiePortal and Industry Premium Portal to streamline initial setup and information management. We also support account creation and support request preparation.
Key Points
Create an account and set up the initial settings on SiePortal
Preparing for Support Request Management
Share project information with Industry Premium Portal
Flexible configuration of free and paid services

Services used in the operation and maintenance phase

Field & Maintenance Services (Preventive Maintenance)
We provide regular inspections and preventive maintenance to maintain equipment availability and prevent unplanned downtime for critical equipment such as drives, motors, and industrial PCs.
Key Points
Periodic inspection of drives, motors and IPCs
Avoiding unplanned outages
Response at domestic certified factories
Improved availability and longer life
Lifecycle Service Agreement
Our smart lifecycle contract ensures long-term stable operation, and provides immediate response in the event of a breakdown and fixed-price spare parts.
Key Points
Immediate response in case of breakdown
Fixed price for spare parts
Remote Assist Option
Training options
Please see below for details.
Smart Lifecycle Contracts
Spare Parts Services
Global supply and contract inventory minimize downtime in emergencies, and we offer extended warranty options.
Key Points
Global supply and contract inventory
Emergency delivery
Extended exchange options (see details)
Genuine parts ensure reliability
Repair Service
We can repair your broken products quickly and help you make the most of your assets. Repairs can be carried out at our certified factories in Japan or at our headquarters in Germany.
Key Points
Drive, motor and IPC repair
Domestic certified factories + global network
Repairs made to strict quality standards
Support for checking repair feasibility
Support & Assessment Services
We provide comprehensive services, from technical support after equipment operation to digitalization assessments. We support renewal planning with lifecycle information.
Key Points
Online Support (SiePortal)
Digitalization Assessment
Lifecycle Information Service (See details)
AI self-support + expert support
Analytics & AI Services
Senseye Predictive Maintenance uses AI and data analytics to provide predictive maintenance and performance optimization to improve operational stability. Prevent unplanned downtime and reduce maintenance costs with Senseye Predictive Maintenance.
Key Points
Reduce downtime with predictive maintenance (Senseye)
Increased productivity through performance analysis
Energy management to support energy conservation
Improving maintenance staff productivity
Industrial Cybersecurity Services
This comprehensive service protects factory OT environments from cyber threats, providing security assessment and plant security in accordance with IEC62443.
Key Points
Formulating a factory-specific security roadmap
Threat Detection and Continuous Monitoring
IEC62443 Compliance Evaluation
Compliance support
Service Programs & Platforms
Once operational, online support and AI self-support functions will be utilized to quickly resolve issues, and cloud integration will optimize information management.
Key Points
AI self-support helps you solve problems yourself
Expert online support
Cloud collaboration with Industry Premium Portal
Continuous updates and service expansion

Services used in the update and improvement phase

Retrofit & Equipment Renewal Services
We upgrade your old equipment to the latest technology, extending the life of your equipment. We also assist with the migration of PLCs, HMIs, and drives.
Key Points
Update of drives, PLCs and HMIs
Data Conversion Services
Migrating to the latest technology improves availability
Reduced maintenance costs
Analytics & AI Services
We utilize data analysis and AI to propose optimal replacement timing and improvement measures for equipment renewal and improvement plans. Our energy management services enhance energy conservation and sustainability.
Key Points
Energy management to support energy conservation
Data analysis based on renewal plans
Improvement proposals based on KPI visualization
Increased transparency in accordance with ISO 50001
Training service (SITRAIN)
We provide training after new systems are installed to update on-site skills. We offer specialized courses for updated equipment, including CNC and drive technology.
Key Points
Specialized courses in CNC and drive technology
Training tailored to the updated system
Guidance by globally certified trainers

Inquiry

If you have any questions about this service, please contact us using the form below.

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