News / September 2019 / Yaskawa’s Firm Commitment to Customer Satisfaction Includes a Comprehensive Range of Services


Dayton, OH (September 2019) — Committed to helping every customer realize the full value of their investment, Yaskawa Motoman’s range of support services can maximize robot system uptime and enhance return on investment.

“Yaskawa Motoman is dedicated to quality, continuous improvement and commitment to our customers’ success,” stated Doug Burnside, Vice President of North American Sales and Marketing. “Consistently high ratings received through our annual Customer Satisfaction Survey verify this firm commitment to our customers.”

From e-learning modules to web-based maintenance instructions, our dedicated Yaskawa Support Services (YSS) team offers diverse solutions to enhance the customer experience at every stage of the product life cycle including:

  • Technical Support: highly skilled technicians with 100+ years of combined experience are available via a 24/7 hotline. Online self-troubleshooting, including FAQs and how-to videos are also available.

  • Field Service: 24/7 dispatch, with a first time fix rate of 99%, ensures minimal downtime. Scheduled Maintenance Packages tailored to each customer’s need are available, as well as grease analysis and torque sampling.

  • Parts: over $30m in inventory and 24/7 emergency parts availability facilitate a 90% first pass fill rate, minimizing unplanned downtime and maintaining operational success. A range of basic, standard and custom Spare Parts Packages enable a front line defense with on-hand spare parts.

  • Training: Specialized Training Packages for IACET certified training at Yaskawa Academy, as well as remote and on-site training program options, empower employees with the knowledge they need.

  • Repair and Retrofit: robot rebuilds, certified pre-owned robots, retrofits, a Small System Upgrade Program and a Core Exchange Program help extend the life of a customer’s capital investment, dramatically increasing productivity and profitability. These options come with a 1-year warranty.

  • Life Cycle Management: Regional Technical Managers (RTMs) strategically located through the country, combined with a full range of tailored service offerings – including preventative maintenance and audits – maximize robot performance, optimizing system throughput and ROI.

“We go beyond providing high-quality, innovative automation solutions,” stated Dave Troeter, Vice President of Yaskawa Support Services. “Once an installation is complete, our dedicated YSS team nurtures long-term customer relationships through a wide range of solutions that help maximize system uptime, accelerate ROI and ensure long-term performance”.

To learn more or to partner with Yaskawa Support Services to develop a strategy for the highest level of reliability, efficiency and life cycle management of your Yaskawa robots visit www.motoman.com.

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