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[WRE | SPOTLIGHT]


an overview of each step in the assembly process, and which our colleagues on site could use as a first point of reference. But that wasn’t sufficient in itself. Advice from an experienced service engineer in real time is indispensable since purely written instructions always harbor a residual risk of misunderstandings due to language barriers.


Mr. Liesner, after all these preparations, how did the crane assembly go? Nils Liesner: My work began with the unloading of the crane parts. I advised our Argentinian colleagues about the placement of the crane’s individual parts, in order to be able to assemble the crane as quickly and strategically as possible later on. At first, we encountered a few technical difficulties with the cameras, which is why I had to initially assess the situation using photos taken on site. Once a faster internet connection was installed, we were able to get started properly. We had daily meetings in which I explained the details of the assembly guide to our on-site colleagues in more detail, and answered their questions. Tis was especially helpful when I was able to share tips I’ve learned over time, through years of experience building mobile harbor cranes. For example, when it was time to assemble the LHM 420 tower. Tis is one of the most laborious steps in the crane assembly. Above all, good time management is required to complete the work within a day.


Do you believe that operations like these, in which the Remote Service App played an important role, will become more common in the future? Christian Lübke: Solutions like the Remote Service tool will certainly be part of our digitalized future. Tat said, we will probably be less reliant on the app for supervising commissioning. Instead, it will probably be used more often for troubleshooting machines that are already operational. Te Remote Service App can be used to identify errors more quickly. Currently, if an assembly mechanic initially travels to a location and then realizes that a pump is damaged, he may need to make a second trip to replace that part. Digital troubleshooting would allow the assembly mechanic to arrive on site and meet the client with the required part in hand, and correct the problem straight away. Tis not only allows us to start troubleshooting faster, it also lowers travel costs – in the end, this may also reduce the amount of time during which the crane is not operational.


How has the COVID-19 crisis impacted customer service over the past few months? Christian Lübke: Around 30 to 35 assembly mechanics work for Liebherr-MCCtec Rostock GmbH around the world. During the peak of the COVID-19 crisis in March 2020, we had to stop all service calls and bring the assembly mechanics that were currently abroad back to Germany, sometimes under challenging travel


conditions. Now, around ten of our employees are back at work – in compliance with local hygiene and distancing regulations, of course.


Over the past few months, the demand for a


Remote Service App because of the COVID-19 crisis has increased considerably, which is why we launched it onto the market faster than originally planned, using an extended test phase. Our customers can access the Remote Service App free of charge until the end of 2020. Tis year, we collected valuable experiences, which we are putting to use as we further develop the app.


Looking back at the first remote assembly, what conclusions can you draw today?


Nils Liesner: Personally, the remote assembly was an unusual situation for me. Normally, I travel to the site and work with them to tackle it in person – this time, I had to depend on my colleagues in Argentina. Looking back, it all worked out very well.


Tony Johann: It did, even though the situation was new to all of us and we had to improvise a lot because of COVID-19. In the end, everything went very well. After four weeks, we were able to deliver the crane to our clients on the date we had originally agreed on.


The Remote Service App


With the Remote Service App, Liebherr offers a new tool for improved remote service for maritime cranes, crawler cranes, rope excavators, and specialized deep foundation equipment. Te tool includes a range of features such as audio- and video calls, a chat feature, screen sharing, image and document exchange, as well as a whiteboard feature. Tis allows Liebherr’s experts to provide fast and efficient support to our clients around the world, in real time. As a result of the current global pandemic, Liebherr has decided to bring the Remote Service App to the market faster using an extended test phase. Tis means all Liebherr clients now have the opportunity to use the Remote Service App for free until the end of 2020. Te app only requires a laptop, tablet, or smartphone and an internet connection. y


WIRE ROPE EXCHANGE SEPTEMBER–OCTOBER 2020 27


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