KANSAN SUPPORT SYSTEM
Our commitment to our clients starts with the first contact and never ends. After-sale support is an integral part of our total service experience. Efficiency and punctuality of support are crucial to our collaborative success. Therefore, we remain available for our customers, whenever and wherever they need us. We bring the same attention, service level quality, and responsiveness to all of our customers around the world.
1-On-site Service Support:
This includes machine installation, training, start-up, commissioning, SAT, heavy maintenance, machine repair, retrofit projects.
Mobile teams of Kansan can travel everywhere in the world and render the above-mentioned work. A team may consist of 1 to 3 people depending on the project size and requirements. A technician, an electrician, and a service supervisor. Our service team can fluently communicate in English, Spanish, Russian or French.
In addition to the on-site start-up support our customers may call for service anytime they require.
In most of the projects, 2-week-on-site service support may be included in the machine package. So, please ask your Kansan customer representative for more details.
2-Remote Technical Support:
A dedicated team is always ready for any inquiries round the clock. Our customers may reach us by direct phone calls, WhatsApp messages, e-mails, and/or by any means necessary.
- Troubleshooting and problem-solving for the machine failures remotely in a maximum of 24 hours.
- Kansan does not work with integrators for programming. All our machine programs are done in-house by our programming teams. This dramatically decreases our response time and allows us to have full control over the process.
- All our machines are coming with Secomea www.secomea.com remote connection systems. The machines are registered to our network during the installation for any future intervention if required. This eliminates the need for an additional interface (like laptops or modem connections). Kansan technical support team can remotely observe and support any machine around the globe.
- Intuitive, comprehensive, and visual technical support documentation, service and instruction manuals, installation manuals, short videos, and walkthroughs are provided on a case by case basis by our support team.
3-Spare Part Support:
Most of the parts and components Kansan use are from prominent branded suppliers. Our customers enjoy supplying these components from their local agents or distributors around the corner when they are in need.
Kansan’s MRP system has a spare part module for every machine platform that Kansan is manufacturing. The MRP system and Kansan Spare Part Team (SPT) constantly check the number of spare part inquiries, broken down parts, and make a comparison with the running number of machines worldwide. The system assigns and ensures a live safety spare part stock for each model. Mostly wear and tear parts, critical mechanical and/or electronic units, parts/units with excessively longer supply times. This stock is not part of Kansan’s production unit. It is physically kept in the Spare Parts Warehouse which is directly controlled by SPT only.