Service Support System
Bringing the best service to all our customers.
Machine tools are products that are run continuously for ten or twenty years. This means that machine tool manufacturers have to build very close partnerships with their customers, more so than in any other industry. Mori Seiki's goal is to build a stable network that can provide a uniform high-quality service all over the world, and to strengthen the engineering power that allows us to solve customer problems in areas ranging from technology to management.
The same level of service throughout the network
Mori Seiki delivers machines to customers all over the world, so we have established large parts and service bases in every part of the world in order to achieve comprehensive after-sales service. This network has been designed to take advantage of time differences in providing follow-up for parts supply. We also have turn key and other engineering services available throughout the world, offering meticulous service to customers.
Service bases
| Europe | Asia/Oceania Region | Japan | North/South America Region | |
|---|---|---|---|---|
| Service Centers/ Parts Centers |
Munchen | Ayutthaya Shanghai |
Iga Nara |
Chicago Dallas |
| Technical Centers | 35 | 27 | 32 | 18 |
| Engineering | Stuttgart Paris |
Shanghai Bangalore Ayutthaya |
Nagoya Tokyo Osaka |
Chicago |
| Die & Mold | Stuttgart Milan |
Singapore Dongguan |
Iga Nara |
Chicago Dallas |
Service Support from DMG / MORI SEIKI
With the birth of DMG / MORI SEIKI, we are now offering maintenance, part supply and training for DMG products too within the areas we cover.
Area where DMG / MORI SEIKI service is provided
Machine monitoring system
With this system, when a problem occurs at a customer's factory, Mori Seiki's Service Center can quickly provide remote support over the Internet, from alarm diagnosis to recovery.
2-Year Warranty
For machines delivered in Japan, parts and labor will be guaranteed free for 2 years from the date of installation. For machines delivered outside of Japan, parts relating to machine breakdown will be guaranteed free for 2 years from the date of installation, and labor costs to repair will be free for 1 year, please refer to your sales representative and sales agreement for further clarification.
*For machines delivered outside of Japan, parts relating to machine breakdown will be guaranteed free for 2 years from the date of installation, and labor costs to repair will be free for 1 year.
MORI SEIKI Quick Service
At Mori Seiki, in order to recover the normal operation of customers' machines as quickly as possible, we work to resolve problems speedily, if necessary by dispatching staff from the Technical Center for repairs, or instructing from the Service Center the supply of parts from the Parts Center.
Shortening TTTR (Total Time To Repair)
At Mori Seiki, we have established our own unique service flow to reduce TTTR. We are sparing no effort to improve our customers' machine operating rates.
*TTTR：Total Time To Repair
Service network
Service Center
All the service call functions are centralized in the Service Center. Customerinformation, machine information and machine service histories are stored in the database on a daily basis to provide immediate solutions for our customers.
Parts Center
Our people will arrange the parts shipment as soon as we receive the request from the customer. We have achieved a parts shipment ratio within 24 hours of over 95% by introducing the online parts search/order system.
Technical Center
Each of our Technical Centers located in major cities around the world is the field service base. Our service people can provide consistent quality service because they can access to technical information and machine service histories by using terminal devices.
Training
We provide programming and maintenance training for customers' engineers.
*As of October, 2012
Our Global Network Covers All Regions in the World
| •Global Parts Center <Japan: Nara> |
•European Parts Center <Germany: Stuttgart> |
•American Parts Center <America: Dallas> |
| •China Parts Center <China: Shanghai> |
•Southeast Asia Parts Center <Thailand: Ayutthaya> |
