Why does the service understand the real needs of production?

The service department as an integral part of the automation project

In many organisations, the service department is treated as a ‘post-implementation’ stage – a response to a breakdown, fault or customer report. In practice, however, it is the service department that has the closest contact with the day-to-day reality of production.

As Tomasz Stopa, Head of Service & Aftersales at Nextomation, emphasises:
“As the service department, we handle both warranty and post-warranty repairs. On top of that, we carry out various types of modifications – both hardware and software.”

Service is therefore not merely technical support. It is the area that sees how solutions function under real production conditions – under pressure to meet deadlines, productivity targets and quality standards.

Why response time is key to building trust

When a production line comes to a standstill, every minute counts. The scale of the problem is significant. According to Siemens’ “True Cost of Downtime 2024” report, one hour of unplanned downtime at a large automotive plant can cost approximately USD 2.3 million. At such moments, speed of action and predictability become crucial.

For production, nothing is more important than a quick and reliable solution to a problem. It is precisely in critical situations that genuine trust is built.

Response time is not just a service KPI – it is the foundation of a relationship.

Preparation rather than firefighting

Effective service is not about improvisation. Preparation before setting off to the customer’s site is key.

“We check with the customer exactly what has happened and prepare before setting off, so that the visit is as effective as possible and we can help the customer as much as we can,” emphasises Tomasz Stopa Serwis.

Planning activities, verifying information and coordinating resources ensure that the intervention is well thought out.

“We have a service coordinator who manages and plans all call-outs so that they do not overlap,” points out the Head of Service & Aftersales.
This approach minimises downtime and increases the efficiency of service operations.

This approach is consistent with the concept of a connected aftermarket. Deloitte points to integrated planning, real-time information and better coordination of resources as important factors in improving service efficiency and equipment uptime.

Knowledge of the production process

A service team that knows only the machine does not fully understand the problem. Production is a system of interconnected processes – every change affects subsequent stages.

“One of the most important things is to understand not just the machine or the production line, but also the process itself, so that we can adapt to the customer’s needs,” explains Tomasz Stopa.

Understanding the entire process allows the source of the problem to be diagnosed more quickly and solutions to be proposed that are tailored to real operating conditions. This is precisely why the service team often has the best understanding of the actual production needs – they see them in practice every day.

McKinsey’s research points to the same shift: industrial customers increasingly expect service providers to understand their operations and operational pain points, rather than focusing solely on the equipment itself.

The customer–service partnership in the automation process

Effective service operations are about collaboration, not unilateral intervention.

“I see our customers as partners. We should help one another to ensure that warranty and post-warranty repairs run smoothly,” emphasises the Head of Service & Aftersales.

Efficient service requires not only an experienced technical team, but also reliable information from the customer.
This approach builds a relationship based on mutual trust and responsibility.

Service as practical support for production

In response to its customers’ needs, Nextomation is developing its service offering as an integral part of the entire project lifecycle – from line commissioning to support in day-to-day production.

By combining a rapid response, process knowledge and a partnership-based approach, it is possible not only to rectify faults but also to provide tangible support for the continuity and stability of production.

This broader role of after-sales service is also visible across the industrial sector. McKinsey describes service excellence as continuous support extending well beyond the initial equipment sale, with leading OEMs using aftermarket services to improve equipment performance and strengthen long-term customer relationships.

Nextomation: what does after-sales service look like in practice?

Would you like to find out what our standard service and after-sales support look like in practice?
Watch the interview with Tomasz Stopa, Head of Service & Aftersales at Nextomation, who talks about response times, preparation for interventions and why the service team best understands the real needs of production.

Watch the interview:

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