Every minute of downtime costs money. That's why fast, competent assistance for machine faults is crucial. SOMIC Technical Support is at your side as a reliable partner – via secure remote access or with experienced technicians directly at your plant.
Whether fault diagnosis, process optimization or troubleshooting: we are here for you – personally, promptly and with a solution-oriented approach.
Remote Support – Fast remote diagnostics
Maximize the availability of your equipment by having potential faults resolved quickly and securely from a remote location. Our service experts connect, when required, via an encrypted remote access to the equipment in your production facility. You benefit from rapid fault diagnosis and concrete corrective instructions – and typically avoid an on-site technician visit.
Remote support is particularly suitable for:
- Troubleshooting by assisting your staff
- Troubleshooting through parameter or software changes
- Fault analysis and diagnostic guidance
On-site technicians – Experienced experts at your plant
If a malfunction cannot be resolved via remote support, our experienced technicians will come directly to your plant. Our service technicians know every SOMIC machine in detail – from the current machine series SOMIC 202, SOMIC 323 and SOMIC 434 to older machine generations.
The on-site service includes:
- Commissioning and recommissioning
- Troubleshooting and repairs
- Mechanical and electrical fault diagnosis
- Component replacement and functional testing
- On-site consulting for process optimization directly at the machine
- Available within 24 hours - Monday to Friday
SOMIC Eagle – Video-based fault analysis
With SOMIC Eagle, faults can be analyzed in detail using high-resolution video recordings taken directly at the machine. The visual documentation significantly accelerates root-cause identification – our experts can see exactly what is happening at your plant without needing to be on site.
- Video-based fault analysis directly at the machine
- Faster root-cause identification through visual documentation
- Reduced troubleshooting effort in service cases
SOMIC Connect – Seamless data connection to the service team
The SOMIC Connect system provides the collected data and videos either directly to your experienced technician or to ours. This enables the technician to begin handling the service case immediately. The need for clarification is significantly reduced and resolution time shortened.
- One-click transfer of relevant machine data to your technician or to SOMIC Service
- Transfer by e-mail is also possible
- Direct availability of diagnostic data for the remote support team
- Significantly reduced need for clarification and faster problem resolution
SOMIC operates a global service network with its own technicians and qualified partners. This ensures you receive competent support everywhere:
- Europe: SOMIC technicians in Germany, the United Kingdom, Ireland, the Benelux countries and Spain
- North America: SOMIC technicians from our subsidiary SOMIC Packaging, Inc. in Inver Grove Heights (USA)
- Asia-Pacific: SOMIC technicians from our subsidiary SOMIC Packaging Asia Pacific in Bangkok (Thailand)
- Other regions: Qualified service partners in South America, Israel, South Africa, South Korea and Australia
At SOMIC, personal contact is central. When you contact us, you speak directly with service experts who know your machine. You describe your concern and we clarify the key information already in the initial conversation. Personal commitment and prompt, reliable communication are a matter of course for us.
Our internal advantage for you: The seamless exchange between Service, After-Sales, Spare Parts Logistics and Engineering enables comprehensive, single-source solutions. If a spare part is required during fault analysis, it is often already on its way before the conversation ends.
Frequently Asked Questions
Frequently Asked Questions about Technical Support
You will receive a prompt initial response via remote support. If on-site service is required, a technician will be with you within 24 hours – Monday to Friday.
SOMIC equips all systems with a router for integration into our remote support system. Our service experts will, if required and with your consent, access your system via a secure, encrypted remote connection. You will receive a rapid fault diagnosis and specific instructions for corrective action. In most cases this avoids the need for an extensive on-site technician deployment. Remote maintenance is particularly suitable for troubleshooting and remedying hardware faults, as well as for adjusting parameters and software.
SOMIC has service technicians based in Germany, the United Kingdom, Ireland, the Benelux countries and Spain. In North America and the Asia-Pacific region, it operates its own branches. Additional regions are covered by qualified service partners.
Regular support is available during business hours. In special cases—such as critical production downtime—we are always focused on finding a solution. In these situations, colleagues at our locations in the USA and Thailand and partners from our international service network are involved in troubleshooting or we arrange for a technician to be dispatched at short notice.
The more information you provide, the faster we can assist. Ideally include: machine type and serial number; type of fault (error message, error description); time of occurrence; affected area of the machine; and any measures already taken. Our online form guides you through all relevant details in a structured manner.
Submit a support request
In the event of a machine malfunction, you can reach us in several ways:
- By telephone (Technical Support): +49 8075 916-412
- By e-mail: service(at)somic(dot)de
The fault report is routed via an internal ticketing system to several SOMIC technicians at our locations. This ensures the best possible availability.