When it comes to service and support for your Okuma CNC machines, there are two words that matter most to our customers: “constantly available.” That’s why we offer Constant CARE (Constantly Available Resource Experts) – to provide CNC repair services that are available when you need them, without time-consuming processes. With the touch of a button, you can be connected to one of 32 service support centers where 549 Okuma-trained experts stand ready to resolve any needs you may have for Okuma CNC machine service, parts and CNC repairs. Our support team includes experts from Okuma’s expansive distribution network (largest in the Americas) and can provide speedy response because they’re geographically dispersed so they can be at your doorstep quickly.
Often, however, service can be handled even faster through Constant CARE Remote, which establishes an instant connection to your CNC machine so we can remotely monitor, troubleshoot and load software from any location, any time of day. This allows for real-time collaboration between your staff and Okuma-trained support people, so you can look at the same information and discuss the problem together. Commonly we review diagnostics such as the machine’s PLC ladder, parameters and offsets, machine loads and encoder feedback, and alarm histories – even while the machine is in operation. With Constant CARE Remote, the days of slow, tedious troubleshooting via phone calls, emails and photos of control displays are over, and the accuracy of diagnostic solutions is enhanced. (For a more detailed review of remote troubleshooting, check out our blog post “Speed Up Your CNC Repairs.”)
Constant CARE Remote is made possible by Okuma’s open architecture THINC®-OSP CNC Control (the only open architecture control in the industry). Because of the control’s open platform we can set up a simple WebEx utility on the Internet network connection of your Okuma CNC machine. This allows for remote troubleshooting that is guaranteed safe and secure, and cuts down on costly service visits that can sabotage your budget and derail productivity. Internet connectivity is not always needed to take advantage of Constant CARE Remote. In cases where security and IT permissions are a concern, mobile devices such as MiFi can be used to connect. When onsite support is needed, remote CNC machine diagnosis allows service engineers to diagnose the problem in advance so they arrive with the right solution in mind and necessary parts in hand.
Okuma machine tools are known for their uptime and for delivering many years of constant productivity, because they’re built to last. But things do happen. Okuma’s Constant CARE provides the support you need, when you need it, to keep you running at optimum performance.
Benefits of Constant CARE:
- With the touch of a button, you can be connected to one of 32 service support centers where 549 Okuma-trained experts stand ready to resolve your service and support needs
- Instantly connect to your CNC machine and remotely monitor, troubleshoot and load software from any location, any time of day
- Speed up service and support so you can get back to full productivity sooner, without time-consuming phone and email processes
- Safe and secure remote connections, with options for workarounds when security and IT permissions require them
- Streamlines onsite support visits by pre-determining the correct solution and necessary parts
Constant CARE FAQs
Is there an easy way to get my support needs resolved quickly?
Yes. With Constant CARE Remote, all it takes is one touch of a button and you’re instantly connected to Okuma-trained experts who will remotely monitor, troubleshoot and load software from any location, any time of day. This allows for fast, accurate service and support, without the challenges and without the hassle.
Do I need to send emails and photos to communicate my service problem?
No. Because of the open architecture platform of our OSP control, we can set up an instant remote connection to your machine so we can look at your live data and discuss the problem together.
Is it necessary to shut down my machine for service and support?
No. We can remotely review diagnostics such as the machine’s PLC ladder, parameters and offsets, machine loads and encoder feedback, and alarm histories while the machine is still in operation.
Is Constant CARE Remote handled through a secure network connection?
Yes. It’s guaranteed safe and secure. In cases where security and IT permissions are a concern, mobile devices such as MiFi can be used to connect.
Do you still make “house calls”?
Of course! When we determine that an onsite service call is needed, this process is much easier when we’ve done remote diagnostics as our first step. This allows our support team to be prepared with the right solution and arrive with needed parts.