Automation keeps manufacturing alive! - Fastems

Th e mission of Fastems’ Teleservice is to
keep both the customers’ production running
and Fastems’ 8760 promise. Teleservice
serves Fastems’ automation customers
around the clock. Teleservice is open to all
automation customers and the goal is that
all fault calls should come through Teleservice.
Th e offi cial service hours of Teleservice
are from 7 am to 4 pm CET. Calls made
outside these hours are connected to the
Call Center, from where they are directed
either to service managers or the Teleservice
team, according to a calling list.
Th e members of the Teleservice team
are, Juha Holma, Kirsi‑Maria Alho and
Jens von Weissenberg. Jari Kalliomäki will
also join the Teleservice team for the summer.
Teleservice provides strictly FMS support,
and of course sometimes the problems
may also relate to the robot cells that are
integrated to an FMS.
service in any language
“Teleservice work requires both technical
and soft ware knowledge and on top of
that you should also have good language
skills and a lot of customer service spirit”,
describes Juha. People who fulfi ll all these
criteria are few and far between, but the
members of the team have many kinds of
skills. Th e other resources available in the
company are utilized in addition to the
skills found within the team – the soft ware
team being the most important resource for
Teleservice. Also, if no one can speak the
customer’s language, the team is happy to
get help from someone at Fastems who can.
Th e main goal is to make the situation easy
for the customer.
teleservice can fix it
“Our customers can experience many
kinds of problem situations, but usually the
problem can be solved on the phone. If the
symptoms of the problem can be identifi ed,
we can oft en establish a remote connection
and fi x it remotely. It is, however, also
common that the customer cannot pinpoint
the problem. In these cases, we can usually
work out what is wrong by systematically
asking questions to identify the source of
the problem, and aft er that we can solve it,”
Timo says. “If the fault is technical, we fi nd
out which component is broken. Sometimes
the customer can change the parts
themselves, or if they cannot we will send a
mechanic from our local service offi ce. Teleservice
constantly keeps in touch with the
mechanics and electricians. If the problem
is a soft ware issue, we contact the soft ware
team: they defi nitely have the best soft ware
knowledge in the company”, describes Juha.
a team for every situation
Juha Holma also puts in a good word for
his team. “We have a good team. Our relationships
with each other are good and
everyone works enthusiastically”, tells Juha.
“Work at Teleservice requires customer
service spirit and fl exibility. At times, having
a good temper also helps. Aft er all, we
are the customer’s fi rst contact in problem
situations and sometimes they are quite upset
when they call us”, continues Juha. “Th is
work requires you to get along with people,
both coworkers and customers.”
In Teleservice work you need to be able
to separate work from your free time. Th e
work is hectic and you spend a lot of time
on the phone. Th e work is also about making
things happen, fi guring out problems
and consulting. When you leave work it
is good to be able to turn your mind away
from it and relax. Luckily all the team members
have young children who make it easy
to put work aside.
“Fastems is on a roll and we are pursuing
new customers all the time. We do not
forget our old customers though, because
they are an important resource and will
become more important when the upswing
ends. According to Fastems’ strategy we
should keep in mind the importance of existing
customer relationships.”
“All in all, work at Teleservice is interesting.
Th e work is performed locally and
there is no need to travel, but the days can
still be very diff erent. We don’t exactly receive
a lot of thanks or praise, but nonetheless
Teleservice keeps our customers’
expensive systems running and brings them
savings”, sums up Juha.
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