We thrive on keeping up-to-date with the latest machinery technology to ensure the manufacturing industry is serviced to the best possible standards.

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1 SERVICE MANUAL

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3 HEADLAND SERVICE MANUAL / INTRODUCTION Richard Kloé Managing Director We thrive on keeping up-to-date with the latest machinery technology to ensure the manufacturing industry is serviced to the best possible standards. Established in 1949, and acquired in 1979 by the Kloe family, the business has grown through innovation to meet the market needs. Being a large privately owned family company, we are able to maintain the personal approach, while providing a large national network of service engineers to assist your company. We provide machine tools to suit almost any manufacturing application, including; Sheet Metal, CNC Machine Tools, Fabrication, Vertical Storage, Robotics and Automation. Our range of machinery delivers engineering expertise and machine productivity to the small, medium and corporate manufacturers. We also offer marketing services and have a team of talented graphic designers and web developers. Our experience in the manufacturing industry has proven to be beneficial for manufacturers that need to grow their businesses. We look forward to working with you. Richard Kloe Page 1

4 GETTING SERVICE ASSISTANCE VIA THE WEB OR OVER THE TELEPHONE Log your request via the web or by phone on Via the Web Go to and simply click on our Breakdown Assistance button on our main Technical Services menu. This will be sent through to the service team for immediate action. Visit our website at Click on the Breakdown Assistance button Follow the easy steps and fill-in your details Over the Phone Simply call and one of our support staff will help you with any problems you may have. It is important to have the essential information ready to help us with your enquiry. For more information, please see below. Essential Information Please have your machine model and serial number ready, as well as any error codes, to ensure speedy assistance. Confirmation of Service Request With the necessary details on-hand, a service representative will register your request as well as issue you a Job Number which will help to track the progress of your enquiry to be actioned. Important Phone level support is included in your programmed maintenance contract and machine warranty period. Phone support beyond 10 minutes for machines not under warranty, or programmed maintenance contracts, will be charged according to the Service Rates table on page 6. For more information about the benefits of our preventative maintenance contracts, please speak to our service team. Page 2

5 IN-HOUSE SERVICE TEAM EXPERTS READY TO HELP RICHARD KLOE Service Manager / Director RICHARD WONG National Operations Project Manager JULIAN TURNER Regional Service Manager Southern Region NIGEL KELLY Regional Service Manager Northern Region LISA SMART Spare Parts Purchasing VICKI KINGDON Customer Support Southern Region RACHEAL COOK Customer Support Northern Region KEITH CHAMBERS National Technical Manager MICHEAL PIPER Service Manager SA ROBBIE MACDONALD Service Manager QLD MICHAEL GALEY Warehouse VIC BANA THARMARATNAM Warehouse NSW MICHAEL LYNN National Application Support MATT WEAVER National Application Support STEVEN HOOD National Application Support Page 3

6 Australia Wide support We make service a priority Our Commitment As well as our in-house Service and Spare Parts team, our national service coverage ensures that our Service Engineers can assist promptly, Australia wide. BRISBANE Perth AUCKLAND MELBOURNE Lifecycle Services Beginning from the first decision to buy a machine, right through to selling it again - Headland is supporting you at every stage. Our focus is on the complete lifecycle of your machine including its operational availability, productivity and optimisation. FINANCE TECHNICAL SERVICE USED MACHINES SERVICE AGREEMENTS RELOCATION SPARE PARTS CONSULTING SOFTWARE TRAINING TOOLING PRODUCT ENHANCEMENTS Page 4

7 Our Service approach systems & tools SOS Roadmap (Service Ownership Support) Our SOS Road Map represents our commitment and dedication to service. This model ensures employee ownership of customer requests and commitment to customer satisfaction. Service Management We have a dedicated service management and scheduling system to ensure optimal customer response performance and delivery. Quality and Customer Service Headland is a quality organisation and we are constantly looking for ways to improve our service to you. Occasionally you will be asked to comment on your satisfaction with our service so that we can continuously strive to exceed your expectations. Every engineer undergoes routine performance evaluations from his supervisor as part of our quality guarantee. You will not be charged for a supervisor s time if he attends a service at your premises for the purpose of routine quality checks. Page 5

8 Rates AND CONDITIONS pricing guidelines Standard Headland Service Rates Service Level 1 Service Level 2 Service Level 3 Customer Training Fabrication Sheet Metal CNC Machine Tools Storage, Robotics & Software Training Fabrication Machines OEM Laser CO2 KUKA Robotics TruTops Training Laser Machines Hanel Storage Systems Application Training Combined Machines Senior Service Engineer Operator Training System Machines Laser Technology Maintenance Training Special Machines RF Generator CMMs Software Support Punching Machines Press Brake Machines OMAX / Maxiem Water Cutting Machines Machining Centres EDM Machines Lathes $142/hour $152/hour $168/hour $189/hour* $160/hour Travel Time - $100/hour (from office to worksite & return) Service rates are subject to change, you will be notified of any changes. Effective as of 1 July 2013 *Rate basd one-on-one.training at customer site. Receive 50% discount when attnend group training at Headland. On-site Service Calls Headland Machinery will provide engineers on an hourly basis to rectify machine faults. Scheduled Preventative Maintenance service fees are charged in accordance with their contract. For work under warranty, Service Call labour is included in the purchase price of the machine for Business Hours only. Services provided outside of Business Hours will be charged according to the Service Fee Table. Performance Maintenance Performance Maintenance (PM) or scheduled servicing is required on most machines on a regular basis to ensure the proper functioning of the machine; maximising machine uptime through ensuring correct adjustments, early detection of faults due to wear and tear, and minimising interruption to scheduled production. PM frequency is determined by usage of the machine. In addition to the benefits of basic maintenance, Headland offers a comprehensive suite of service products to increase your uptime, therefore, lowering your real cost of manufacturing. These can include; guaranteed response times, discounts on parts, labour and training, through to full material and labour warranty contracts. Page 6

9 Off-Site & Telephone Support Headland offers phone support and base repair for certain repair activities at an hourly rate. Our Service Team will advise you if your issue is able to be handled in this way, which may result is a faster and cheaper solution for you. Contract customers may have provision to receive free phone support. Service - Business Hours Hourly Rate Monday to Friday 8am to 5pm Standard rate Standard travel rate Service - After Hours (On going with current job or pre-booked service) Hourly Rate Weekdays 6am to 8am or 5pm to 9pm Saturday 8am to 5pm Any other time Public holidays (any time) Offsite & telephone support Travel time Standard rate x 1.35 Standard rate x 1.35 Standard rate x 1.5 To be negotiated Standard rate x (after hrs rate) Standard travel rate x (after hrs rate) Emergency Call-Out Charge Hourly Rate After hours Minimum 3 hours - after hours call-out Page 7

10 Spare parts & Logistics Keep your business running Headland is committed to providing competitively priced spare parts to minimise machine downtime. We source spare parts from around the world to assist us in our quest and we are continually increasing our stock holdings and improving our service and support. As a guide, spare part delivery times are: Federal Express Consolidated Dangerous Goods Asia / Pacific 3-4 days 7-14 working days 7-14 working days America 5-6 working days 7-14 working days 7-14 working days Europe 6-7 working days 7-14 working days 7-14 working days Note: All delivery times quoted are subject to customs clearance. Headland Machinery will advise of any expected delays. Parts on Site Headland can package up breakdown spare parts or consumable parts to be held on site, offering benefits in both price and availability. Headland can identify the right breakdown parts to suit your equipment which can be purchased at discounted prices or as part of a consignment maintenance package. Consumable parts can also be packaged up and held on site to ensure they are available when you need them. Online Ordering Go to store.headland.com.au and choose from a wide range of consumables, power tools and machinery. Availability In a case where the part number is not on our database, please a photo and/or drawing/sketch of the spare part to spareparts@headland.com.au or call the service team on Page 8

11 Warranty return guidelines some important information In the event that a part covered by warranty is required, please follow the steps below: A Headland Service Engineer will evaluate the part to be replaced and place the order on our Spare Parts Department, indicating it is for a warranty order. Headland will send the spare part to you with a Service Engineer as soon as they arrive from the supplier. The Service Engineer will make arrangement to ensure the faulty part is returned to us within 28 days. Warranty conditions are described in clause 9.4 and 9.5 of the AMTIL Contract of Sale Terms and Conditions, that is available for download from Spare Parts Return Authorisation Request Your request will be reviewed and if approved, a ReturnAuthorisation document will be sent to you. The Return Authorisation document is to be includedwith the item sent back to Headland for a credit. Returned items without an authorisation number will not be accepted. Please complete the form online at Page 9

12 TRAINING structured training program to support the specific needs of our customers A pre-installation meeting will confirm the needs, and may include: a. Pre-installation Training: online training with an experienced applications engineer will prepare operations staff for preparing production parts for testing following the install. b. Post-Installation Training: customers will enjoy specialist training in the following areas (training held on-site or at Headland): i. Maintenance Training Operators and Onsite Maintenance staff will be trained in machine safety, routine maintenance, replacement of common components, and first line repair. ii. Operator Training This will prepare operators in use of the machine controls, procedures for loading and unloading material, and procedures needed for safe production. iii. CAD Training This training prepares production staff to leverage the full capabilities of their machine by learning how to program for different production techniques, materials and shapes. c. Follow-up Training: six months after installation, it is recommended that a further session is conducted as a follow on to the first preventative maintenance visit. An experienced service engineer will assist operators and maintenance staff with their queries, and coach staff on more advanced operator and maintenance subjects. Page 10

13 Melbourne Head Office & Showroom 95 Highbury Road Burwood Victoria 3125 Sydney Showroom & Training Facility Muriel Avenue Rydalmere NSW 2116 Brisbane 1/380 Montague Road West End QLD 4101 Perth 4/25 Clydesdale Street Burswood WA 6100 New Zealand Aotea Machinery 10E Maurice Rd Penrose Auckland 1642 New Zealand T Sales sales@headland.com.au Service service@headland.com.au Spare Parts spareparts@headland.com.au