Mining Service 4.0 – MTU Go! Act and Go! Manage digital tools support global customer service

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Mining Service 4.0 – MTU Go! Act and Go! Manage digital tools support global customer service

09 April 2019

  • New customer care and digital solutions as part of global customer service drive
  • Go! products available for mining vehicles

The Rolls-Royce business unit Power Systems is strengthening its activities to expand the digital services for the customers. The Digital Solutions team, established in 2017, is being expanded, and a data and analytics competence center is currently being set up in Munich. Since the beginning of 2018, experts have been working jointly in different time zones at Customer Care Centers for MTU products across five locations - Singapore, Novi (Michigan), Suzhou, Augsburg and Friedrichshafen. They provide 24/7 support to ensure full availability for customer requests operating MTU propulsion systems.

The new Digital Solutions division as well as the new Customer Care Centers are part of the current initiative by the Rolls-Royce business unit Power Systems to transform its global customer service. “We intend to deliver an exceptionally high customer-focused improvement in both our services and our products with our new service and digital strategy,” said Andreas Schell, CEO of Rolls-Royce Power Systems. “The aim of this transformation is to develop into a complete solutions provider to fully support our customers.”

First MTU Go! products for mining vehicles

First MTU Go! products for mining vehicles

“We are developing digital products and services that are generating significant customer benefits,” said Jürgen Winterholler, who leads the Digital Solutions division. The first digital tools, MTU Go! Act and MTU Go! Manage, are already available for Series 2000 and Series 4000 engines used in mining vehicles.

Connecting up the systems via data loggers will enable both experts and customers to monitor the engines remotely, schedule maintenance work and determine the availability of spare parts, analyse operating data and derive what action is to be recommended to improve the use and operation of products. “Cyber security and data protection have been assigned the highest priority. This is an area where we also benefit from the experience gained in the course of the last 20 years by Rolls-Royce in the aerospace industry,” Winterholler added.

MTU Value Care Agreements secure availability

“As a result of the interaction between our new service agreements, new digital tools and the Customer Care Centers, the customer is provided with a complete peace-of-mind package,” said Matthias Vogel, Executive Vice President Service, Network and Business Development of the Power Systems business unit. “Customers benefit in terms of the reliability, operational efficiency and maximum service life of their propulsion system – we take care of all that to ensure that customers can concentrate on their own core business.” The experts in the Customer Care Centers work fully aligned with the Digital Solutions team. Predictive maintenance work is scheduled to ensure that everything runs smoothly. Maintenance intervals are coordinated and an optimised, transparent cost structure is in place guaranteeing the reliability and availability of engines and systems.

Press photos are available for download from www.rrpowersystems.com/press

About Rolls-Royce Holdings plc

  1. Rolls-Royce pioneers cutting-edge technologies that deliver the cleanest, safest and most competitive solutions to meet our planet’s vital power needs.
  2. Rolls-Royce Power Systems is headquartered in Friedrichshafen in southern Germany and employs around 11,000 people. The product portfolio includes MTU-brand high-speed engines and propulsion systems for ships, power generation, heavy land, rail and defence vehicles and for the oil and gas industry. Under the MTU Onsite Energy brand, the company markets diesel and gas systems for mission critical, standby and continuous power, combined generation of heat and power, and microgrids. Bergen medium-speed engines power ships and power generation applications.
  3. Rolls-Royce has customers in more than 150 countries, comprising more than 400 airlines and leasing customers, 160 armed forces, 4,000 marine customers including 70 navies, and more than 5,000 power and nuclear customers.
  4. Annual underlying revenue was £15 billion in 2018, around half of which came from the provision of aftermarket services.
  5. In 2018, Rolls-Royce invested £1.4 billion on research and development. We also support a global network of 31 University Technology Centres, which position Rolls-Royce engineers at the forefront of scientific research.
  6. The Group has a strong commitment to apprentice and graduate recruitment and to further developing employee skills.

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