Automation & Robotic 24/7 service

My name is Craig Kirkpatrick. I'm Scott's National Service Manager. Our focus is our service group delivers quality outcomes and our customers' needs are met. Scott's service expertise extends to a number of industries including robotics, vision application systems, lighting solutions, meat processing, mining and sorting and grading. We feel 24-7 service support is important for our customers. It gives them confidence to plan and schedule their deliveries knowing that there's a Scott service engineer available to put them back into production. It's all about service. I have no issue with Scott in comparison to some of the other companies, they're second to none. The biggest difference is the service that we get after the automation has been installed. Whether it's midnight or whether it's 6am or 3 in the afternoon, a couple of phone calls is all it takes to get some of the help that may be required to get it back up and going. Our reliance on Scott is based on the fact that we know if we're in a tight spot that we can call them out of hours on the weekends and that we're going to get fast response. Having a partner who's willing to come in and to quickly rebuild things, to quickly change and modify the tools to enable us to keep the products going has been crucial. Scott has a large number of service engineers based around the country that are trained across a multitude of platforms. With our deep knowledge base and wide industry experience, Scott's able to service and support other OEMs' equipment. We've used some other vendors in the past as well, but we've found along the journey that Scott has been the best fit. Some of our other vendors don't have the same skill set. We've had issues in the past with robot cells with other vendors and we've actually used Scott to help us solve problems on other vendors' robot cells. To me, the critical thing is when things go wrong and they never go wrong at a good time. It's always at the worst possible scenario and every single time I got in trouble I made a phone call and within literally an hour or two we had a technician here and within a few hours the problem was solved. They understand the systems we run and they get us up and running and to me that's critical. Scott's service is a global network. We have offices all around Australia, New Zealand, North America, Europe and Asia. Working across this many time zones enables us to have subject matter specialists available every minute of the day. Even other 24-7 automation companies do not provide the same service in my opinion as Scott. At the end of the day that helps us supply product to our customer on time at the cheapest possible price. And also their engineering ability, I think a lot of that comes along with experience. I'm proud of Scott's service department, our service engineers are outcome focused, they deliver quality and understand the needs of our customers.