It’s almost a rule that when you most need a mechanic, you’re least likely to find one.
Liebherr set out to solve that problem with the debut of its Remote Service tool last year and has recently announced an enhancement to that with the introduction of XpertAssist. The new feature is an annual subscription-based service that combines several service tools with real-time expert advice from experienced technicians through an audio-visual connection.
With XpertAssist, immediate fault analysis and online troubleshooting is backed up by step-by-step instructions from the online Liebherr tech expert. The support is provided by Liebherr dealer experts worldwide with second level backup support from the OEM.
If a mechanic does need to come to the site to address the problem, their time is made as efficient as possible through audio-video calls that define problem and enable them to bring the necessary tools and expertise to the job. After the repair or fix is completed, a debriefing via audio-video conference call will explain the work done or address possible findings with a follow up discussion.
According to Liebherr, service technicians spend up to 45% of their time just traveling to and from worksites. This is both costly and time-consuming. The advantages of XpertAssist will cut in half time to repair and reduce field service costs by 20% annually for each registered machine, says the company.
XpertAssist can also give you predictive maintenance advice and reports on individual machines or entire fleets, including reports on safety or machine and engine utilization. The interactive performance review and advice on preventive maintenance increase machine availability and ensure better budget planning.
To access the information and video conference calls, Liebherr offers a ready-to-use pre-installed tablet that enables digital machine documentation and data downloads, as well as remote operation monitoring. The new service is available for crawler cranes, deep foundation equipment and maritime cranes.
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