Tag Archives: Martin Karlsson

Metso Outotec goes digital with field service platform

Metso Outotec has launched a new digital platform and a set of tools to, it says, support, streamline and develop its field services.

The global implementation of the new Field Service Management Solution (FSM) started in 2021, with approximately 1,000 field service professionals now using the system in their daily work. The platform is, Metso Outotec says, helping to deliver a consistent high-quality service to customers, while improving efficiency in their internal operations.

Martin Karlsson, Senior Vice President, Professional Services, Metso Outotec, said: “Our customers are already expressing strong confidence in our service experts’ knowledge and technology competences. When a customer has a request for field service support, they can trust they will get the best service solution executed on time, safely and with high quality. To achieve our ambition of being the preferred services provider in our industry, we are continuously developing our field service capabilities.

“The Field Service digital platform is already widely implemented, and we have received very positive feedback from our customers and technicians.”

Metso Outotec’s Field Service offering meets customers’ maintenance, repair and refurbishment needs and supports customers in maximising the performance of their equipment throughout its lifecycle, the company said. Metso Outotec has an extensive footprint of more than 3,000 field service professionals and 140 service locations close to customer operations.

The new platform unifies and simplifies the way field service operations are planned, dispatched and executed. Operating on one platform helps to deliver a consistent high-quality service to customers both onsite and online, while improving efficiency and transparency in internal operations, the company added.

“For customers, it offers a more uniform experience through the digital connection,” the company said. “Information about ongoing actions during a site visit is shared reliably and in real time. The customer can review and confirm the completed work order on their mobile device. The technician can create a preliminary site visit report for the customer immediately onsite and a full technical report later.”

In addition, the digital inspection application captures information electronically and supports service technicians in performing equipment inspections for fast onsite reporting of possible critical issues.

Furthermore, the platform allows remote connectivity between service technicians and customers. In addition to remote assistance and video, the use of advanced technologies, such as augmented reality, is now enabled. This supports Metso Outotec’s sustainability targets by reducing unnecessary travel and increases the company’s ability to solve problems from their first service intervention, it said.

Metso Outotec reinforces Pilbara focus with plans for new service centre

Metso Outotec is investing in the development of its service capabilities in Australia with a new service centre in the iron-rich Pilbara region of Western Australia.

The planned Pilbara service centre underlines Metso Outotec’s commitment to deliver high-level services to its mining and aggregates customers, with the facility delivering enhanced productivity and shorter lead time in the region, the OEM said.

The construction work will begin as soon as the acquisition of the land and planning of the facility, currently subject to customary authority approvals and conditions, has been completed. Construction is planned to be completed by the end of 2022.

The location of the centre will provide the agile delivery of equipment repairs, act as a base for field services and hold inventory for customer-critical wear and spare parts, according to Metso Outotec. The Pilbara service centre is expected to employ around 40 skilled personnel from the local communities, including service engineers and experts. It will handle equipment including crushers, mills, screens and car dumper repairs, as well as a customer training facility.

Stuart Sneyd, President for Metso Outotec in Asia Pacific, said: “The new facility location has been chosen to provide enhanced local support to our customers in the Pilbara region and represents our long-term commitment in Australia. Our customers will now have even better access to services, repairs, parts and technical expertise to maximise their operations’ performance.”

Martin Karlsson, Senior Vice President, Professional Services, added: “The facility complements our global network of service centres. We will provide our customers with strong operational support and leading process knowledge to deliver high performance and safety standards for an exceptional customer experience.”

The centre also supports its customers’ sustainability commitments by delivering environmentally-efficient technologies and services, the company said. Metso Outotec has high sustainability targets in its own operations and supply chain. It is committed to reducing CO2 emissions from its own operations by 50% by 2024 and targets net-zero emissions by 2030.

Metso Outotec, in Australia, employs approximately 900 people serving mining, metals and aggregates customers.

Metso Outotec drops conveyor belt splicing services in Australia

Metso Outotec, after reviewing its local services business portfolio in Australia, has decided to discontinue the conveyor labour services related to belt splicing and associated services in the local market.

The company says it will continue to provide parts, components and technical support for conveyors.

Martin Karlsson, Senior Vice President, Professional Services, Metso Outotec, said the decision was part of the company’s Field Service strategy to focus its service efforts on areas where Metso Outotec has strong capabilities, proprietary technologies and a large installed base.

“We will continue to provide our customers with conveyor services and original wear and spare parts where we have a strong, competitive offering,” he said. “The Australian market is well served by local companies in the conveyor maintenance services business, and we feel confident that customers’ needs will be covered by these companies after our withdrawal.”

Metso Outotec says it has an extensive global footprint of over 3,000 Field Service professionals and additional support resources close to customer operations. In Australia, the company has about 200 Field Service employees and service centres serving the main mining areas.

The company concluded: “Metso Outotec’s wide range of mobile and stationary conveyors, parts, accessories, services, and other optional features for the mining and aggregate industries will continue to be supplied to the markets in Australia and worldwide.”