In today’s fast-paced industrial landscape, efficiency and uptime are critical to maintaining a competitive edge. Businesses rely on optimised performance and uninterrupted operations to meet production goals and deliver consistent value to their customers.
Even a minor disruption can lead to significant downtime, impacting productivity and profitability, which is why, according to Lokitha Ratnasekera, service manager at Beckhoff Australia, having a comprehensive service strategy is not just a benefit – it’s a necessity.
With a strong commitment to keeping operations running smoothly, service offerings like installation, commissioning, troubleshooting, and system optimisation play a crucial role in helping companies enhance efficiency, maintain maximum productivity, and minimise costly interruptions.
“Our service teams support customers with installation, commissioning, troubleshooting, and system optimisation, along with spare parts management, software updates, and regular maintenance to enhance efficiency and minimise downtime,” says Ratnasekera.
Here, Ratnasekera provides insights into the most common service-related challenges that are encountered, detailing Beckhoff’s approach to diagnosing, resolving, and preventing issues to keep systems running smoothly.
Common service issues unpacked
Beckhoff’s service team frequently address a range of common challenges that arise in a manufacturing environment:
- Troubleshooting
“At Beckhoff, our robust systems are designed to minimise service-related issues, but like any advanced technology, challenges can occasionally arise,” explains Ratnasekera.
“These are typically related to hardware maintenance, software configurations, or network communication adjustments. In some cases, compatibility tweaks are needed when integrating third-party systems, particularly during expansions or retrofits.
“Our team is well-equipped to handle these situations efficiently, using tools such as firmware updates, system parameter optimisation, or custom programming, ensuring seamless operation and performance across all applications.”
- Breakdowns
“Breakdowns are costly, and while it’s important to pre-empt and prevent them prior to occurring, it’s just as important to have a back-up plan in place for when things just don’t go to plan,” says Ratnasekera, highlighting Beckhoff’s systematic approach to breakdowns.
“In the case of a breakdown, we start with a comprehensive investigation which is either done on-site or remotely. Here, we analyse error codes on the HMI, system diagnostics and error logs.”
Once the root cause is identified, Beckhoff offers a tailored resolution plan which could include remote reconfiguration, the shipment of replacement parts or dispatching a technician or system integrator for on-site repairs.
“We are focused on minimising downtime by deploying rapid response teams, leveraging diagnostic software and ensuring close collaboration with the customer throughout,” adds Ratnasekera.
“The benefit of remote service and troubleshooting cannot be underestimated. In many cases we can login remotely and rectify an issue. We are also able to receive real-time data to identify and address potential issues prior to them occurring.”
- Fault Finding
Beckhoff’s diagnostic capabilities combine the strengths of remote and/or on-site assistance.
“Remote support allows engineers to quickly access system data, error logs and performance metrics for a rapid response time. On the other hand, on-site diagnostics may be required for more complex issues like hardware malfunctions," Ratnasekera explains.
Each customer’s requirements are specific to them, and Ratnasekera adds that, “the service team evaluates the case to determine the most appropriate approach, factoring in the complexity of the problem.”
Deploying a service strategy
“A proactive service strategy is key. Beckhoff places a strong emphasis on preventative maintenance, ensuring that our customers’ systems operate optimally and without unexpected interruptions,” saysi Ratnasekera.
“Essential tasks include regular software updates, hardware inspections and system calibration. We also recommend regular data backups, testing to ensure optimal network connectivity and the scheduling of periodic performance audits."
He adds that this proactive strategy helps identify potential problems before they become critical, reducing the likelihood of system failures.
“Having spare parts available for our customers forms part and parcel of our service strategy,” Ratnasekera continues.
“Without a local stockholding, we simply cannot service our customers, and I strongly advise any customer undertaking in an agreement with a new supplier to ensure that parts are readily available at all times.”
Embracing sustainability in service
As the world embraces more sustainable solutions, Beckhoff is actively preparing for future challenges.
“Beckhoff foresees several challenges in the future, including the transition towards more sustainable, energy-efficient solutions and the reduction of waste – particularly landfill,” says Ratnasekera.
To address these challenges, Beckhoff is researching energy-efficient designs, improving product longevity, and adopting environmentally-friendly practices such as recycling and refurbishing components.
This sustainable mindset is reflected in the company’s service approach, with Ratnasekera explaining that instead of recommending replacement products, Beckhoff advocates for servicing or upgrading existing systems to extend their lifespan.
“Our holistic approach reduces the environmental impact and provides more cost-effective service solutions for our customers,” Ratnasekera continues.
Looking ahead, he says Beckhoff is committed to optimising its service approach.
“Just as our products evolve, so does our service offering. We keep our finger on the pulse to ensure that we can service customers across the country,” he concludes.
