Lifecycle Service Support

How is a successful integration of a logistics technology measured in a world of high-demand, evolving markets, and diverse consumer needs? For some, it is the successful expansion of business capability for distribution and growth. For others, it may be the safe and timely delivery of a single parcel.

Across cultures, landscapes, and industries, the want, or perhaps the need, for automation has exploded in the early 21st century, with firms of every shape, size, and focus evaluating how to integrate the technological developments of this surging field to further their own business needs. From retail to grocery, from technology to pharmacy, there seems to be no end to the application of modular robotic solutions in the world economy.

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The recent emergence and rapid growth of modular robotic technology such as AMR’s, AGV’s, and more has been an exciting revelation for the global supply chain, and this growth is owed to three inherent ideologies found at the core of this technology and its uses: Scalability, Flexibility and Sustainability. In this seemingly straightforward epithet, there are boundless applications for use of these robots, however there are underlying complexities to the successful implementation of a modular robotics solution.

How many robots are needed? How can the addition of new robots be best managed based on need? Perhaps most perplexing is how to operate and maintain the robotics solutions after they are implemented. These are simple questions that are often met with complex realities. While different industries, customers, and needs can make it difficult to engineer a universal solution, Tompkins Robotics believes that a simple question can be met with a simple answer.

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After experiencing tremendous growth that led to the manufacture and use of over 15,000 tSort AMR Robots in a diverse array of industries and uses, Tompkins Robotics has produced an exciting and innovative value-proposition to address the elusive concept of sustainability. The Tompkins Robotics value-based solution was developed with the vision of including costs, calculations, proposals and pricing for full-suite service and support programs. These programs include corrective maintenance, preventive maintenance, hot-line and service call support as well as technical training to create a customer’s own set of skilled technicians to ensure minimal interruptions to their lifecycle system.

To this end, Tompkins has developed a structured approach designed to scale with the individual solutions tailored to customers as opposed to relying on a single service model. While the services provided will remain the same, the cost, labor, and service focus will scale with the needs of the customer ensuring that every service arrangement is meeting the customers needs and budget.

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Tompkins Robotics Lifecycle Roadmap


• Foundations: Technical and Preventative Maintenance

For a modular robotics solution to achieve the intended effects of adding scalability, flexibility, and sustainability to a client’s business, there must also be a strategy to repair, modify, and modernize the robots to continue meeting customer demand. To this end, Tompkins offers a robust approach to technical and preventative maintenance that focuses on proactive and seamless integration with the solution regardless of size.

• Focus on Flexibility

Tompkins supplies modular robotic solutions to a variety of clients, and in order to satisfy this diverse client base, an equally diverse approach to service solutions is also required. Tompkins invests in the idea of skilled technical labor, and endeavors to enrich the existing skillsets of maintenance technicians to ensure they are proactive in their knowledge of repairing and maintaining the robots. Where possible, we also invest in practical efficiencies such as cross-training personnel as a means of strengthening the available maintenance technician pool and standardized inspection protocols to simplify the process by which technical problems are diagnosed and solved.

• Repair Program

The main goal of the Tompkins Robotics Lifecycle Service Roadmap is to identify and resolve technical issues before they present a cost impact to a customer’s business. As the needs of a customers business changes, so to does their level of automation and, by extension, the level of service support necessary to maintain the system through its lifecycle. When there is a technical or operational problem identified, Tompkins integrates support systems such as Emergency Dispatch, 24/7 hotline service, and remote diagnosis to quickly identify the problem and send a technician(s) to resolve the issue as soon as possible.

• Startup Service

Integrating a modular robotics system can appear to be a complex assignment for any company exploring the potential of automation. Tompkins Robotics understands that change, and in particular, changing to a new technology gives rise to anxiety in our customers. In order to make the period of operational start-up easier for the customer, Tompkins ensures that the field operations teams are fully equipped to provide full-suite startup services at each site. This includes custom teams of technicians whose flexibility to service the robots, specialized support software that allows complete oversight for the maintenance teams to diagnose and solve problems rapidly, as well as customizing inspection plans to the customer’s business needs based on individual factors such as throughput, product type, sort destinations and number of destinations.

• Spare Parts

Embracing automated solutions such as modular robotics can provide incredible benefits to a business. There are times, however, when the use of automation technology can encounter technical challenges preventing it from operating within expected parameters. To combat the uncertainty of technical faults in a fast-paced environment, Tompkins supplies custom-designed spare parts support packages for its systems and provide replacement parts for any part of the tSort robots and system. These parts are inventoried in our headquarters where we can replenish rapidly and provide competitive pricing to our customers. Combined with our expedient response programs and skilled maintenance groups, there is no technical, mechanical, or software-based problem that we can’t resolve. Additionally, we are able to provide parts auditing services to ensure your local inventory is complete and supply the necessary parts to restore and restock.

• Training

Tompkins Robotics provides operational and maintenance training for customers to achieve the maximum benefit of their AMR investment. Training will encompass safety, operational utilization, hardware and controls maintenance and support. Full system training is provided prior to go-live for all systems. Additional training can be made available when customers add new staffing or to address employee turnover.

• Hotline 24/7 Support

Tompkins Robotics has the capability to be available to meet customers’ support requirements 24/7 via our Hotline support. Via the Hotline we are able to provide remote diagnostics and engineering support. This allows us to quickly assess your system and take the steps necessary to restore your operation real-time. If required, emergency dispatching of technical resources is implemented to resolve issues, where the situation cannot be resolved remotely.

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