global services

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Global ServicesGlobal Services


Global Services Mission StatementGlobal Services Mission Statement

Universal’s Global Services will deliver the maximum value through proactive machine and process support. We are committed to providing consistent global services and products that increase the efficiency and profitability of our customers.


Universal Instruments’ Global Services is evolving from the traditional, reactive service model to a proactive services partnership role.

Services RoadmapServices Roadmap


Services PartnershipServices PartnershipUniversal Instruments’ Global Services has been providing world-class support for over 40 years. A global network of over 300 field engineers, applications engineers, and trainers helps us deliver consistent worldwide support to improve your productivity.

• Inspection Services– Pre-Purchase – Post-Purchase– Spares Inventory Management

• Equipment Installation– Site Preparation – Machine Commissioning– Operator Training– Start-Up Support

• Product & Process Training– Web-based training– Training Center Instruction– Customizable On-site instruction– Self-Paced Product Trainer CDs

• On-Site Services– Machine enhancements – Process assessment/optimization– New Product Introduction– Production audits– Applications support– Relocation startup support

• Technical Support– Telephone and Email– myUniversal.com– Product Knowledge Bases

• Support Continuance Programs– Metals Productivity Packages– Flexible Options– Second-User Equipment Support– Block labor

• Spares– Worldwide Parts and Sales Distribution– Site Management Programs

• Technology Expertise– Surface Mount Technology Lab– Product Development & Prototype– Industry Consortium


Equipment InstallationEquipment Installation

Your Universal Instruments’ equipment installation may include the following services:

• Site preparation / audits

• Startup & training recommendations

• Shipment audit and inspection

• Line configuration

• Final equipment placement, connections, and setup

• Product programming

• Product run for system verification

• Commissioning / acceptance

• On-site operator training

• Available added startup support level one and custom service

• Networking services

• Relocation startup support


Product & Process TrainingProduct & Process Training

Universal Instruments delivers consistent and valuable instruction worldwide through a globally managed training infrastructure

• Training centers in US, Mexico, Asia, Europe• Native language and translation options

– English, Spanish, German, French, Mandarin, ...

• On-site certificate training• Web-based training tools• Training support products

– Tech Advisor CD– Product Trainer CD

• Train-the-trainer program• Emphasis on practical, “hands-on” verified skills• Access to current Universal products and

information• Process training options


On-Site ServicesOn-Site Services

Universal can deliver a variety of on-site services to help ensure maximum productivity, including:

• Process assessment/optimization• Production audits

– Manufacturing facility audits– Process/ reliability line audits– Placement equipment capability audits– maintenance audits

• Applications support– Custom application solutions

• New Product Introduction support– Machine / line configuration– Product / feeder setups– First article build– Process verification

• Machine enhancements– Hardware / Software– Configuration

• Relocation startup support• Level-1 training - operator and maintenance training available


Technical SupportTechnical Support

Dedicated product team professionals ensure the highest level of telephone and email support

• Access to support tools and service cases• Universal customers receive free 8 x 5

telephone / email support for active products– Premium 24 x 7 support available

• Web-based support options– myUniversal.com... 24 hrs/day - anywhere!

– Applications & Technology Knowledge Bases – On-line machine and process documentation – Customer Situation Database (CSD) – On-Line Order Center (spares, etc.)– Equipment History Database– Nozzle and Track Catalog– Troubleshooting guides

• Second User Equipment Support options • Software downloads• Tech Advisor CD

KnowledgeBase

KnowledgeBase

CallCenter

CallCenter

DispatchedService

DispatchedService

ProductTeam

Support

ProductTeam

Support

Link to Active Product Support Database


Support Continuance ProgramsSupport Continuance Programs

Support Continuance provides extended levels of service and support for Universal equipment owners. Benefits include:

• Metals Productivity Packages

• Second User Equipment Support options

(pre-purchase assessment, registration, upgrades and more)

• Assured value clause

• Scheduled preventative maintenance visits to optimize machine performance and utilization

• Non-consumable spares coverage

• Available 24 x 7 technical telephone support

• Global transfer coverage for machines moved to another site

• Preferred service rates on other out-of-contract activities

• Software upgrades

• Second User Software license transfer options

• Customized programs - we can tailor a program for you


Support Continuance - Support Continuance - Metals ServicesMetals Services

Metals Services are packaged Support Continuance programs offering you the flexibility to select options based on individual requirements - you get the services you want without paying for those you don’t

Gold Level Package– Delivers the same level of benefits new equipment purchasers receive, plus:– (4) scheduled preventative maintenance visits per year– 24 x 7 technical telephone support– software upgrades plus (1) install*– emergency machine-down service priority– non-consumable parts and labor coverage– Preferred service rates for non-covered events

Silver Level Package– Gold Level benefits with less preventative maintenance– (1) scheduled preventative maintenance visit per year

Bronze Level Package– (1) scheduled preventative maintenance visit per year – 24 x 7 technical telephone support

* Select used equipment is eligible for Support Continuance!* Required hardware upgrades not included


SparesSpares

Worldwide Parts and Distribution (WPSD) delivers value in the form of genuine Universal parts with a quick turnaround and superior service

• WPSD website– On-line ordering with shopping cart feature – Real-time access to parts pricing and availability

• Spares inventory audits• Next-day shipping• Same-day processing for urgent requests• Night / weekend support• Flexible shipping options• Inactive product support• Rebate/ return program• Globally-uniform pricing• Quantity discounts• Upgrade support• Warranty (one year on new parts)


Technology ExpertiseTechnology Expertise

The Surface Mount Technology (SMT) Lab identifies and investigates current and emerging technologies used in electronic circuit assembly on a global basis

• Implementation of new technologies

• Technology leadership– Lead free soldering

– Flip Chip Technology

– CSP/ uBGA/WSP assembly processes

– Ceramic Applications

– 0201 process

– Odd Part Assembly

– Pin in Paste Process

• Material selection

• Process parameters

• Board and component design (DFM, DFR)

• Demanding prototype builds

• Turnkey solutions

• Root Cause Failure Analysis

• Global presence

– Advanced Process/SMT Lab - Binghamton, USA

– Technology Excellence Center - Suzhou, China

– Singapore Institute of Manufacturing Technology

– Technology partnership with Hereaus Germany for process support and training

global services

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