Mazak's MPower customer support program puts customers in control of machine care

Mazak has launched the MPower customer support program, which gives manufacturers access to replacement parts quickly and schedules service with direct, real-time access to the machine tool builder.

The program enables shops to digitally connect with Mazak and view an online image of the part along with its price, then place an order from the inventory of more than 500,000 unique part numbers and receive next- day delivery.

For machine service, shops can now log on to the new My Mazak service portal in real time to access account information, open a work order, check the availability of the next service technician, and resolve the issue over the phone with tech support. When an in-person service call is scheduled, shops can check on the status of an existing work order and track when to expect the service technician to arrive.

The Remote Assist service shortens the mean time to repair and reduces the costs associated with in-person field service calls, according to the company.

When a machine repair requires parts, shops can also use Remote Assist to identify the correct replacement so it can be shipped to a field service technician for direct installation. This process eliminates an in-person diagnostics visit before the parts order, saving an average of two days of downtime, the company states.

In addition to combining diagnostics and part orders into a single virtual visit, Remote Assist offers three-way connections that let service technicians collaborate on solutions with other experts.

This service is in addition to local support from the company’s North American network of eight Technology Centres, five Technical Centers, and its spindle rebuilding service.