Machine tool dealers and service companies install and support CNC lathes, machining centres, grinding machines, EDM and laser machines across manufacturing customers. Each machine represents a large investment for the customer, and downtime directly stops production. Service involves installation and commissioning, operator training, preventive maintenance, breakdown repairs, spindle and ball screw work, controller issues, parts and warranty claims. Good records make the difference between quick fixes and long, frustrating breakdowns.
Installed machine register
Each machine is recorded with customer, location, make, model, serial number, controller type and version, options, installation date, warranty and contract. Parameter backups and key settings are attached. Engineers see the machine's full history before visiting.
Installation and commissioning
Commissioning records — foundation and levelling, geometry checks, axis accuracy, spindle runout, test cuts, parameter backups and operator training — create a baseline that later service compares against. Recording them systematically also supports warranty discussions if accuracy problems arise.
Preventive maintenance
Preventive visits cover lubrication systems, hydraulic units, coolant, filters, way covers and wipers, spindle condition, ball screw backlash, tool changer function, electrical cabinet and controller batteries. See our CNC maintenance checklist.
Breakdown support
Breakdown calls often start with an alarm code. Customers can send alarm screen photos when raising calls, letting engineers prepare and sometimes guide a fix remotely. On site, engineers record diagnosis, work done, parts used and parameter changes.
Major repairs
Spindle repairs, ball screw replacements and axis rebuilds are expensive and important. Recording measurements before and after, parts and costs builds a history per machine that helps decide future repairs or replacement.
Parts and logistics
Machine tool parts — spindle bearings, ball screws, encoders, drives, controller boards — are often imported with long lead times. Tracking parts orders against jobs, critical spares per model and defective parts returns reduces downtime and supports warranty processes.
Warranty claims
Dealers file warranty claims with manufacturers using job data: machine hours, failure description, photos, alarm history and parts replaced. Complete records improve claim acceptance and settlement times.
AMCs and accuracy checks
AMCs include preventive visits and sometimes accuracy checks with measured results. Customers in precision industries value documented accuracy. Renewal reminders and service history support renewals.
Retrofits and upgrades
Older machines may benefit from controller retrofits, spindle upgrades or automation additions. The installed base with age and repair history highlights opportunities for proposals.
A practical rollout
Register machines with commissioning data, launch the engineer app with checklists and alarm logging, then add parts tracking, warranty claims and AMCs.
Common problems this software solves
- No commissioning baseline for accuracy disputes.
- Parameter backups missing after controller failures.
- Long downtime waiting for imported parts.
- Warranty claims rejected for missing data.
- AMC value not demonstrated.
KPIs to track
- Breakdown response and restoration time.
- First-time fix rate.
- Parts lead time.
- Warranty claim acceptance.
- AMC renewal rate.
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Supporting customers' own maintenance teams
Many manufacturing customers have in-house maintenance staff who handle routine tasks and call the dealer only for complex problems. Sharing preventive checklists, alarm guides and parts lists through a customer portal helps their teams maintain machines properly, and makes escalations more efficient because the dealer receives complete information — alarm codes, photos and what has already been tried. Customers see the dealer as a partner rather than an emergency contractor, which strengthens renewal and new-machine sales.
Training records and operator competence
Many breakdowns are caused by operator errors — crashes, incorrect offsets, skipped warm-up. Recording which operators were trained, on which functions and when, and linking crash incidents to training gaps, helps dealers recommend targeted refresher training. Some dealers offer training as a paid service; records make it easy to show value and schedule follow-ups.
Machine health reviews
An annual machine health review — geometry and accuracy checks, spindle condition, ball screw backlash, hydraulic and lubrication condition, controller battery and backup status — summarised in a report for the customer's management, demonstrates expertise and supports planning of overhauls or replacements. Comparing results year on year shows the machine's condition trend clearly.
Frequently asked questions
Can installation and commissioning reports be recorded?
Yes. Levelling, geometry checks, test cuts, parameter backups and customer training are recorded per machine at commissioning, forming the baseline for future service.
Can alarm codes and parameters be stored per machine?
Yes. Alarm histories, parameter backups and controller details are attached to each machine's record.
Can spindle and ball screw repairs be tracked?
Yes. Major repairs and overhauls are recorded with measurements, parts and costs, building a history that supports future decisions.
Can we manage warranty claims with machine manufacturers?
Yes. Failure details, photos, parts and hours are recorded per job, making claims faster to prepare and track.
Can customers raise breakdown calls with photos?
Yes. Customers can submit calls with alarm photos through WhatsApp, a portal or a QR code on the machine.
Can AMCs include geometry checks and calibration?
Yes. Contract visits can include geometry and accuracy checks with recorded results, alongside routine preventive tasks.
Can customers' in-house maintenance teams use the portal?
Yes. In-house teams can view preventive checklists, alarm guides and parts lists for their machines, raise escalations with photos and alarm codes, and see the status of open calls. This makes escalations faster and helps their own staff handle routine work properly between dealer visits.
Can annual machine health reports be produced?
Yes. Accuracy checks, spindle and ball screw condition, lubrication and hydraulic condition and controller backup status are compiled into a yearly report per machine, with comparisons to previous years so the customer can see the trend and plan overhauls.
Can operator training be recorded per machine?
Yes. Training sessions, topics and attendees are recorded per machine, and crash incidents can be linked to training gaps so refresher sessions are targeted where they help most.
