The following is available during and after business hours:
24 Hour Emergency Service: 216-641-8317 to reach our After Hours manned service. If your call is not answered immediately, you will receive a return phone call from a Nidec-Avtron Engineer in a maximum of 15 minutes to discuss your emergency need.
EMERGENCY Working Hours
Nidec-Avtron's office is open 8:00 – 5:00 PM EST, M-F. If you have an emergency, dial our main office phone number at 216-642-1230 extension 1258 to reach the Service Manager. Discussions with the Service Manager will involve making an initial assessment of the situation and taking appropriate action. We understand the cost of downtime and have a service department that will help return your machine to operations as soon as possible.
After Hours Phone Support
Troubleshooting assistance service is free to all customers who have any Nidec-Avtron Drive system in their mill which is still under warranty. Once out of warranty, there is a minimal charge for this yearly contract.
Emergency Dispatch of Service Engineer
The engineer on call has the authority to dispatch a service engineer to your site. This is available 24/7/365. Our service department understands that down time is critical and it is important to have a machine back in operation quickly. We also understand that getting a purchase order in the middle of the night is not possible. Therefore, to dispatch an engineer, the name, title, and phone number of the person who will issue the purchase order is required.
Emergency Purchase and Shipment of Parts
The engineer on call has the authority to obtain parts from our warehouse and ship them to your site. This is available 24/7/365. We understand that getting a purchase order on a weekend may not possible -- however in order to ship parts, the name, title, and phone number of the person who will issue the purchase order is required. Nidec-Avtron strongly recommends that customers stock critical spares on site.
Troubleshooting via Remote Computer
Nidec-Avtron offers a program where Nidec-Avtron engineers can remotely troubleshoot your system. The program is called ADMS (Advanced Diagnostic Modem Support) and is available on a yearly contract basis. If you have an ADMS contract and need help, a simple call to Nidec-Avtron's Service Manager at 216-642-1230 extension 1258 will start the process.