"Remote Technical Field Advisor" Service ― Strengthening remote customer’s site support service

April 27, 2021

Mitsubishi Heavy Industries Compressor Corporation (MCO) provides Technical Field Advisor service for products delivered to customer sites at the time of installation, commissioning and regular maintenance according to customer needs. This service is to ensure that the equipment is operated without problems until the next regular maintenance, and problems, if any, are identified and resolved at an early stage.

Dispatching an advisor directly to the site, which has been carried out for a long time, allows the technical advisor to directly provide guidance to the customer while directly checking the site condition, but at the same time has placed a burden on the customer in terms of time as required for dispatch procedures, travel, etc., and costs such as travel expenses.
In addition, due to travel restrictions and quarantine periods inside and outside the country caused by COVID-19 which has spread worldwide since the beginning of 2020, it is still difficult to dispatch an advisor in a timely manner.

Under these circumstances, in order to reliably respond to customer requests for technical guidance, MCO has provided Remote Technical Field Advisor Service since April 2020. In October 2020, a dedicated area was established on the 1st floor of Hiroshima Head Office, and this service is continuously provided to date.

"Remote Technical Field Advisor" Service:
Our Remote Technical Field Advisor Service connects MCO Hiroshima Head Office with webcams, mobile terminals or wearable devices prepared by the customer via a web conferencing system*. This enables site condition sharing, provision of advice utilizing various manuals, and multi-way communication.

Through this system, our technical advisor is able to grasp the condition of the customer's site in real time and provide guidance for various tasks to ensure appropriate support. Where necessary, the system will also connect with MCO’s experienced staff in design or production/manufacturing department to provide further service only available in remote support service.
Remote Technical Field Advisor Service has already been provided to more than 25 customers, from which we received favorable responses, and continuous improvements are made to the guidance and their methods. (As of April 2021)

MCO will continue to contribute to customer's business and the realization of a sustainable society by providing services that meet the diverse needs of the customers and social challenges in the COVID-19 and post-COVID-19 era.

*Cisco WebEx Meeting is used as MCO’s standard system but Microsoft Teams and Japan Media System LiveOn are also available upon request.