S2M's magnetic bearings are renowned for their reliability, with up to 40 000 hours of MTBF. Consequently, the number of installations is growing rapidly, so that to date there are X turbomachines and Y cooper tube spindles operating around the world. Inevitably this has led to an increase in the number of requests from customers for advice and assistance.

 

To ensure that the speed of response keeps pace with the volume of enquiries, S2M's trouble-shooting technicians will now report to Alain Buaillon, Repair and Expertise Manager.

Alain Buaillon is a former tuning engineer who joined S2M more than 30 years ago, and was the S2M specialist for the tuning and commissioning of the cooper tube spindle.

He has been involved on several major projects like the Cryostar turboexpanders installation on the Sleiper platform, at that time the first big turboexpanders ever installed offshore.

 

Alain has an in-depth knowledge of all the S2M control cabinet range, from the old analog versions to the new digital control cabinets such as E300/30 and E150/15. Alain's appointment represents a key stage in the development of S2M's "customer first" policy.

Alain's task is to improve S2M's response time for repairs and improve lines of communication with customers, so that any problem is handled with the minimum of delay. The customer service team is on the job day and night in pursuit of its mission, but Alain is convinced that improvements can and must be made in terms of working methods, coordination and communications.

 

"In our market, machine down-time is very costly for our customers," he says, "and faster service has a direct, positive effect on their bottom line. My aim is to reduce our response times significantly, and ensure that our customers' machines are back in operation with a minimum of delay.

"Our customers also have a role to play here. We believe that they should be involved in the repair process so that they have the commitment to its success. The customer's interest, and his understanding of what is required, is vital to the success of a repair or servicing operation. "

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