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Automation: Intelligrated opens new technology repair services lab

The lab features five workstations dedicated to electronics and computer repair services, as well as a hands-on troubleshooting environment that provides up to 50 percent faster issue resolution time over traditional manual-based support.
By Modern Materials Handling Staff
July 20, 2011

Intelligrated, a leading North American-owned automated material handling solutions provider, announces the opening of the Intelligrated Technology Repair Services Lab at the company’s Cincinnati Customer Service and Support (CSS) center. The lab features five workstations dedicated to electronics and computer repair services, as well as a hands-on troubleshooting environment that provides up to 50 percent faster issue resolution time over traditional manual-based support.

The lab provides in-house repair services for Intelligrated’s Real Time Solutions pick-to-light devices, industrial BOSS controllers, enterprise-class InControlWare servers and various other system components.

The lab’s troubleshooting environment gives Intelligrated’s technical support staff hands-on access to fully functional system components, such as variable frequency drives (VFDs), programmable logic controllers (PLCs) and other devices, that allow a support engineer to replicate a troubleshooting situation. When a customer calls, the technical support engineer can simulate systems or networks that mirror the customer’s operation and provide faster step-by-step guidance.

“Our goal for this lab is to provide the most efficient and cost effective service solutions for Intelligrated’s customers,” said Dennis Gates, senior vice president, customer service and support, Intelligrated. “This lab is the next step in the evolution of service, providing our technical support team with a dynamic, interactive troubleshooting environment that provides our clients with unparalleled, easy-to-access support.”

The lab also fabricates custom cables for both replacement or retrofit field projects, and features a programming service to load custom firmware and site-specific programs into industry standard field devices such as I/O interface boards, touch panels and PLCs. Additionally, Intelligrated now offers free in-house bench testing and diagnostic services for authorized returns, where clients can receive a quote for repairs without incurring any upfront costs.

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