Customer Technical Support: OEM Collaboration in a Digitalized World

Wherever turbines and compressors operate — in oil and gas, power generation, or other critical infrastructure and industries — their uptime and availability are keys to profitability. Siemens Customer Technical Support provides operators of Siemens turbines, generators, and compressors with 24/7 performance monitoring, as well as early-warning support to flag KPI variances and anomalous conditions that could indicate trouble ahead. It delivers actionable intelligence for decision support to help them understand how to manage any performance issues until their next planned maintenance outage, increase availability and reduce the cost of unplanned disruptions. By doing so, we aim for combining the operational excellence of our customers and our OEM know how, utilizing the data connection as new way to communicate and collaborate with our customers. By using rule-based, physics-based and data-driven methodology, our diagnostic engineers are able to detect deviations of normal behavior and critical changes in health status of the machinery before they impact customer operation. In our Technical Support Centers embedded in the dedicated locations of our product lines, we process data of more than 1,700 units, servicing complete trains consisting of industrial and aeroderivative gas turbines, industrial steam turbines, turbo compressors, reciprocating compressors and gas engines, covering generator sets and mechanical drive applications. Finally, it will be presented how Siemens Customer Technical Support helps operators to increase availability, reliability as well as performance of their oil and gas and industrial rotating equipment. Showcases from the oil and gas industry with reference to generator sets and mechanical drive applications will also show the value in boosting customer proximity and operational efficiency.