Keeping Your Wind Power Connected

Transcription

1 WIND POWER SYSTEMS Keeping Your Wind Power Connected Service Overview

2 Power Wind Power Conversion Systems CUSTOMER SUPPORT Our Service Maximum availability and operational reliability rank first in the catalog of requirements of converter systems for wind turbines. Besides the demand for high quality more and more is expected from the customer service. Woodward provides you worldwide with a maximum of service support. We offer you the entire service spectrum from one source. Highly qualified staff members in our internationally set up Service Offices guarantee customer service at highest level for the constantly growing number of systems in use worldwide. They give information on warranty, down-times, spare parts, repairs, orders and technical training. Apart from the local service and delivery of spare parts we offer individual solutions, worked out by a team of very competent staff members. Highly developed state-of-the-art remote diagnostics systems can monitor and analyse the operating state of your Woodward system at all times and at any place. Our strengths are reliability, short reaction times as well as highly qualified personnel. With our service expertise we cover all requirements to keep your system s performance and efficiency on an outstandingly high standard. In addition we actively support you in increasing the value of your Woodward products. We respond to your individual problems with broad expert advise on requirement and solution acceptance. As a Woodward customer you can rely on our first-class service. By globally extending our service bases we follow the tendency on the growing market for wind power generation. Olaf Daszenies, Manager Global The constant information exchange between service and engineering guarantees optimal solutions for the customer. Claudia Sluka, Global Applications Management Well organized working processes are an assurance for prompt availability of our service engineers. Dr. Elisabeth Bierhaus, Six Sigma Blackbelt In close contact with our customers we find tailormade service solutions. Holger Renkes, Account Manager We are never far wherever you might be. You can benefit from our international experience! Optimized Working Routine By concentrating on productive processes, the Lean Method was very instrumental to optimize the working routine in our Service Division; processes are being controlled by reference numbers and order processing times have been reduced significantly. From the Service Division the deployment of our Service Engineers is planned and managed, ties to the customers made stronger. This division receives valuable statistical data for strategic decisions and so can speed up business processes. Converter data and histories as well as detailed parts lists are made available immediately short notice. Especially with regard to the direct customer contact, troubleshooting is optimized by this. Times to respond can be reduced to a minimum. Global Applications Tailored solutions are worked out by our Service and Engineering on a partnership basis with our customers. The Global Application task spectrum covers optimization of existing products, continuous quality improvement, comprehensive advice on specifications and implementation of a training strategy all over the world. Wind Power Systems Training You could benefit from the experience and well-founded know-how of our experts in the power conversion and power electronic fields. After our highstandard training your service personnel will be perfectly able to commission service and maintain your wind power systems reliably on their own. By this a reliable operation of the system can be guaranteed. And what is more: Your personnel will be placed in the position to recognize and remove system failures themselves with the positive effect that break-down periods can be minimized. 2 3

3 Power Wind Power Conversion Systems CUSTOMER CUSTOMER SUPPORT SUPPORT Commissioning In external test area or at site Support of large wind parks Customer oriented trainings (Please refer to our Wind Power Systems Training brochure) Basic module Advanced level Expert level Preventive manufacturer maintenance Maintenance work of converter system Technical inspection and condition control Proposal for improvements Field service 4-Level-Support Technical hotline with failure analysis and possible troubleshooting via telephone or Competent trouble shooting at site Database with converter history and traceability of components Modernization of systems in the field Hardware Upgrades - function expansion - technical development Software Updates - adjusted protection and functions - adjustment to actual grid codes Service contracts Authorization for participation in trainings Access to technical hotline Support on converter system operation Processing of returns Repair of components Hardware Upgrades Component testing Spare parts Worldwide stocks Fast availability Proposal for optimized customer stocks according to historical data 4 5

4 Power Wind Power Conversion Systems CUSTOMER SUPPORT Worldwide USA Canada Los Angeles > 750 Fort Collins Mrs. Lilian Lou Phone: Europe > 4500 Madrid Mr. Mario Calvo Phone: Kempen Help Desk Phone: +49 (0) /398 Tianjin Mr. Jörg Yang Phone: China > 800 Japan > 200 Makuhari Mr. Yoshikazu Takahashi Phone: Service Organization Continental support center - Sales- & technical support (Level 1+2) & Field service - Training & local application (Level 3) - Global application (Level 4), only Kempen - Spare part logistics The central service organization in Kempen/Germany is not only responsible for the European region but is also the role model for Asia/Australia and North America. The individual areas of operations are a guarantor of optimal service for the customer. The 4-level support is the core of the Service. Level 1 and 2, local applications, support the customer in case of disturbances and calls for engineers for commissioning, servicing, training etc. Level 3 and 4, global applications, and their wide-ranging task spectrum are the internal interface to engineering stipulate preventive measures from field analysis work out proposals for various kind of customer enquiries and ensure permanent further education of staff members Service support center - Technical support (Level 1+2) & Field Service - Emergency stock Total no. of installed converter systems Customer Support Worldwide customer support Sales Support Wind Power Systems Service Organisation Australia > 100 Order Processing Field Service Warranties Returns Complaints Local Applications Testbay Global Applications Commercial processing Offer and order proceeding Field service Planning material Planning personal Service stock Returns Repairs Technical support via hotline Level 1 / 2 / 3-support Pre- and final testing Prototype and series testing Internal interface with engineering Continuous training of service members Preventive measures out of field analysis Level 3 / 4 - support 6 7

5 WIND POWER SYSTEMS For more information or if an offer should be prepared, please contact one of our staff members listed below: Help Desk Phone: +49 (0) /398 Mr. Olaf Daszenies Manager Global Phone: +49 (0) Mr. Holger Renkes Account Manager Phone: +49 (0) Woodward Kempen GmbH Krefelder Weg Kempen Germany PM_Serviceflyer_Wind Power Systems_08.11_GB