Business & Finance
Siemens Healthcare opens new UPTIME Service Centre in Malaysia
Malaysian customers receive service support in their own language directly from Petaling Jaya while at the same time profiting from a sophisticated global service organization in the background
Petaling Jaya, Nov 7, 2008
Petaling Jaya: For Siemens Healthcare, service means much more than maintenance or the replacement of spare parts; Siemens UPTIME Services offers numerous innovative and proactive services that enable the detection of parameter deviations in medical imaging systems before malfunctions occur, and Siemens has set up globally networked processes to provide highly effective support whenever a malfunction does occur.
The new UPTIME Service Center (USC) in Malaysia is part of the Global Service Support Process operated by the global Siemens Headquarters in Germany.
UPTIME Service Center in Malaysia
UPTIME Service Centers serve as a single point of contact for the customers and manage a variety of service inquiries. With the new USC in Malaysia, Malaysian customers can access all the information they need with a single phone call.
The USC Malaysia is located at the Siemens Healthcare branch in Bandar Sunway. The dedicated team consists of about 60 experts offering 24 hours service support. All service engineers are certified and have an extensive technical knowledge. They have been trained in one of the international UPTIME Services Training Centers.
“For the customer, the benefits of having an UPTIME Service Center are a comprehensive after sales service. They get the quickest answer possible so that they can continue working on their system. Globally up to 50 per cent of all customer problems can be solved remotely. This reduces system down time for our customers,” said Michael Schmermer, Head of Siemens Healthcare Sector, Malaysia.
“We know that customers demand quality and improved cost efficiency - The only way to achieve this is to enhance system availability, diagnostic confidence and optimized workflow. This is exactly what we provide with our comprehensive proactive service philosophy“, says Dr. Wolfgang Heimsch, CEO Customer Services, Siemens Healthcare Sector.
USC opening ceremony
Ir.Dr.Hj.Syed Mustafa Kamal bin Syed Aman, Senior Principle Assistant Director, Biomedical Unit, Planning Division Engineering Services Department from the Ministry of Health also attended the inauguration of the USC at Siemens’ Bandar Sunway office today.
Further representatives participating in the ceremony were President and CEO of Siemens Malaysia Tan Sri Rainer Althoff, and CEO Siemens Asia Australia, Middle East, Healthcare Sector Regional Headquarters, Mr.Khush Mehta.
In Malaysia, Siemens cares for over 1,500 medical systems in over 150 hospitals.
Background information UPTIME Services
UPTIME Services provides proactive real-time remote system monitoring and preventive maintenance of medical hardware and software. This is made possible by the remote maintenance platform, Siemens Remote Service (SRS), to which Siemens can connect customer systems worldwide. Thereby, UPTIME Services protects against system failures or quality inconsistencies before they even occur.
Siemens Remote Service
With the remote service platform up to 50 percent of all system malfunctions can be solved remotely. Frequently, system deviations can be recognized and resolved even before problems occur. If a Customer Service Engineer is required to go to the customer´s site, the problem is resolved in 75 percent of all cases during the first visit. Prior to the Customer Service Engineer’s visit Siemens can determine, via SRS, which spare parts are required and deliver the necessary parts before arrival.
Currently, service specialists proactively monitor approximately 20,000 systems worldwide every day.
Facts and figures
With locations in 128 countries, the global service organization takes care of 60,000 customers with more than 191,000 systems installed. Approximately 3,900 Customer Service Engineers work in customer service, from which 500 specialists work in the three Regional Support Centers in Europe (Erlangen, Germany), America (Cary, USA), and Asia (Shanghai, China). Another 200 experts work in the Headquarters Support Centers which work closely with engineering departments. With respect to spare parts, 97 percent are delivered within 24 hours.
The training centers in Erlangen (Germany), Cary, Concord (USA) and Shanghai (China) are equipped with the newest systems. Approximately 12,000 participants are trained in 1,400 courses per year. Among the course participants are physicians, medical specialists, radiographer and technologists, to fully familiarize them with the functions and features of the installed equipment.
Additional information regarding the service organization and its service offerings, is available at:
www.siemens.com/uptime-services
About Siemens
Siemens AG (Berlin and Munich) is a global powerhouse in electronics and electrical engineering, operating in the industry, energy and healthcare sectors. The company has around 400,000 employees (in continuing operations) working to develop and manufacture products, design and install complex systems and projects, and tailor a wide range of solutions for individual requirements. For over 160 years, Siemens has stood for technical achievements, innovation, quality, reliability and internationality. In fiscal 2007, Siemens had revenue of €72.4 billion and income from continuing operations of €3.9 billion (IFRS) - preliminary figures, unaudited.
Since its inception into Malaysia in 1972, Siemens has actively participated in Malaysia's dynamic economic and social growth. With close to 4,000 staff strength, it has grown to become the second largest German company in Malaysia. Backed by its global network of innovation, Siemens Malaysia assures its customers of international expertise localized and tailor-made to suit their business needs. Today, it is one of the leading technology providers in the country with comprehensive products, services and solutions for various sectors in the Malaysian of economy such as oil and gas, power, water, process industries, ports, airports, rail, healthcare and hospitality.
Siemens Group of Companies in Malaysia includes Siemens Malaysia Sdn Bhd, Siemens Industrial Workshop Sdn Bhd, Siemens Multimedia Sdn Bhd, OSRAM (M) Sdn Bhd and OSRAM Opto Semiconductors (Malaysia) Sdn Bhd. For more information, visit www.siemens.com.my.
Corporate Responsibility
As a committed corporate citizen, Siemens Malaysia has actively participated in various local corporate responsibility activities, focusing on the areas of arts and culture, sports, and charity. Siemens champions the local performing arts scene by being a founding sponsor of the Kuala Lumpur Performing Arts Centre. Siemens reaffirmed its commitment towards sports and charity through Siemens Run 2007, an annual run whereby proceeds of the recent run were channeled to the National Cancer Society of Malaysia, the Malaysian Paralympics Council and the School for the Blind, Sekolah Rendah Kebangsaan Jalan Batu. Bringing technological innovation for the betterment of lives, the company also recently donated to a 150 underprivileged children with hearing impairment received Siemens Hearing Aids.
Siemens Healthcare Sector is one of the world's largest healthcare suppliers. The company sees itself as a medical solution-provider with core competencies and innovative strengths in diagnostic and therapeutic technologies as well as in knowledge processing, including information technology and system integration. With its acquisitions in laboratory diagnostics, Siemens Healthcare is the first fully integrated diagnostic company to combine imaging and laboratory diagnostics, treatment solutions and medical information technology, complemented by advisory and technical service facilities. Siemens Healthcare provides one-stop solutions for the whole supply chain – from prevention and early detection to treatment and after-care. Siemens Healthcare is also the world market leader in innovative hearing aids. The company employs approximately 49,000 people worldwide and is present in over 130 countries. In the 2007 financial year (to 30 September), Siemens Healthcare achieved a turnover of €9.85 bn. and new orders worth €10.27 bn. The results for the sector were €1.32 bn. For further information go to: http://www.siemens.com/healthcare
This press release has been published by the Communications Department, Siemens Malaysia Sdn Bhd.
Your contact at Siemens Malaysia:-
Ms Vasanthe Narayanasamy
Head, Communications
Siemens Malaysia Sdn Bhd
DL: 03 -7952 4180
M: 012 – 315 0515
Email: vasanthe.narayanasamy@siemens.com
Ms Ranjini Thangaraju,
Executive, Communications
Siemens Malaysia Sdn Bhd
DL: 03-7952 5164
M: 017-294 5717
Email: ranjini.thangaraju@siemens.com
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