Service & Support

The entire lifecycle

At Muehlbauer, Service goes far beyond responding when something goes wrong. It is an integral part of how we support our customers and projects throughout the entire lifecycle – from an individual production tool or machine to highly integrated production environments and complete government solutions.

With 35 service hubs around the world and Field Service Engineers representing more than 40 nationalities, we combine global expertise with local presence. This enables us to stay close to our customers and projects and provide experienced support wherever it is needed. We exist to keep our customers' operations running and give them the confidence that their systems will perform, exactly when it matters.

GLOBAL EXPERTISE.

LOCAL COMMITMENT.

LIFETIME PARTNERSHIP.

Support tailored

to every project

Our service portfolio covers the complete spectrum from consulting and solution design, through installation, commissioning and know-how transfer, to corrective interventions, preventive maintenance, upgrades, remote services and long-term onsite support.

Preventing Problems Before They Occur - Good Service is not only about responding to incidents. Through preventive maintenance, technical analysis and close cooperation with our customers, we help identify potential issues at an early stage, reduce unplanned downtime and maintain system availability.

As requirements evolve, Muehlbauer also supports customers with system optimization, upgrades and modernization, helping to extend system lifetime and protect their investment.

Whether supporting a single piece of equipment, a complete production environment or a nationwide solution, our objective remains the same:

Ensure reliable operation, effective support and continuity throughout the entire lifecycle.

Support Structure

When technical incidents occur, our structured support organization provides access to the appropriate expertise. This ranges from On-Site Support and 1st Level Support through our Technical Support Group (TSG) to 2nd Level Support by our Specialist Support Group (SSG) and 3rd Level Support provided by Software Development and R&D.

Where physical intervention is required, our Field Service network provides qualified engineers and specialists to support our customers on site.

Permanent On-Site Support

Permanent On-Site Support ensures fast and reliable technical assistance directly at the customer’s premises. Depending on project requirements, support can be provided by the customer’s technical team or by a dedicated team of embedded Muehlbauer Production Support Engineers.

For environments with demanding availability and MTTR requirements, Muehlbauer can permanently allocate a Production Support Team on site. This minimizes reaction and travel times and enables efficient preventive and corrective maintenance, helping to ensure maximum equipment and system availability.

Permanent On-Site Support

Permanent On-Site Support ensures fast and reliable technical assistance directly at the customer’s premises. Depending on project requirements, support can be provided by the customer’s technical team or by a dedicated team of embedded Muehlbauer Production Support Engineers.

For environments with demanding availability and MTTR requirements, Muehlbauer can permanently allocate a Production Support Team on site. This minimizes reaction and travel times and enables efficient preventive and corrective maintenance, helping to ensure maximum equipment and system availability.

1st Level Support

If an incident cannot be resolved by the On-Site Support team, it is escalated to Muehlbauer 1st Level Support (Hotline), provided by our Technical Support Group (TSG), for further analysis and resolution.

As part of the Muehlbauer Central Service Organization, the TSG provides remote support via phone, email and remote desktop connection. The TSG analyzes incidents and coordinates the required internal resources and expertise to ensure efficient incident handling and timely resolution.

2nd Level Support

3rd Level Support

If an incident cannot be resolved by 2nd Level Support, it is escalated to Muehlbauer 3rd Level Support for advanced technical analysis and resolution.

3rd Level Support is provided by our Software Development and Research & Development (R&D) teams, involving additional product and system experts where required. Support is provided via phone, email and remote desktop connection, ensuring that highly complex issues are addressed by specialists with in-depth product, software and system expertise.

Field Service Support

Muehlbauer Field Service is supported by a global network of qualified and experienced engineers, providing close proximity to our customers and ensuring short response and lead times.

If an incident cannot be resolved through the central support levels and requires intervention on site, it is forwarded to the Muehlbauer Field Service network. Depending on the nature and complexity of the incident, the appropriate service engineers or specialists are dispatched in close coordination with the customer.

For equipment under warranty, Field Service Support is provided in accordance with the applicable warranty conditions and subject to the availability of Muehlbauer resources and specialists. Out-of-warranty services are provided based on a separate service offer.