HUBER service technicians use the possibilities of digitalisation

Maximum service competence all over the world

When it comes to customer service, customers expect modern services, fast repairs, high competence and an extremely high degree of flexibility from  machine manufacturers.

The tasks of a HUBER service technician are very versatile. Starting with the mechanical assembly of HUBER machines and plants, continuing with the electrical wiring of all units with final commissioning, up to maintenance, repair and operator training, the service technician is the link between the customer and HUBER, worldwide.

Digitalisation enables more efficient work in the field

Only a few years ago, the work tasks of a HUBER service technician, as well as the coordination of service and maintenance orders, were structured differently. Service calls were documented with pen and paper on carbon copy forms and, apart from the resulting "paper chaos", often resulted in inefficient workflows. With advancing digitalisation, it is now almost unimaginable to carry out the entire order processing, including preparation and follow-up, without technical support and automated processes.

So, today, the working week of a HUBER service technician starts with a look at a mobile device: In addition to a smartphone, the basic equipment of every HUBER service technician includes a laptop, tablet computer and signature pad.

Before departure to site, the service technician checks all information relevant for the service assignment on a work order sent online, which, in addition to a description of the damage, also shows the work to be carried out, including all spare and wear parts supplied, as well as checklists and contact data required for the documentation of the work.

On arrival at the site it is not uncommon for the service technician to encounter a problem that may require individual expertise. Equipped with HUBER Smartglasses, augmented reality offers almost unlimited possibilities for troubleshooting and problem solving. By using smartglasses the HUBER service technician works hands-free and is permanently connected to an expert - if necessary even on the other side of the world. By means of live video conferencing, the image the service technician has in front of him is transmitted in real time to various screens. The experts at the end of the line have the possibility to zoom into the moving image, add notes and drawings, mark individual image sections and give the technician visual and acoustic guidance and support in solving the problem.

Immediately after completion of the assignment, all reports required for documentation are generated and digitally signed after consultation and review of the content by the customer. Finally, the complete work order documentation is automatically forwarded to the customer and HUBER internal systems for inspection and further use or processing.

The coupled solutions within our service process form the basis for the correct use of digital components to continuously improve the productivity and quality of our services.

For our worldwide customers, these groundbreaking digitalisation developments at HUBER Global Service mean outstanding advantages in quality, safety and efficiency!