WORLD WIDE SUPPORT

          For technical assistance:  Customer support 24/7 duty telephone  + 47 90 20 88 00         

Customer Support (CS) takes responsibility for the follow-up and support of all company products and systems following delivery. This responsibility commences with installation, start-up and commissioning, and continues throughout the operational phase. Typically, this support is organized through a Service Agreement with the Customer.

CS is also responsible for FE’s international base activity. This activity is closely coordinated with the main Customer Support centre in Bergen, that together with nominated personnel in FE’s international sales offices, provides a comprehensive follow-up of customers worldwide.

Briefly, Customer Support is organized into two sections: an Operations Section and a Production Services Section.

Operational activity and follow-up of FE-delivered products and systems is organized in the operations section. In addition to a staff of service engineers, the operations section works in close collaboration with Frank Mohn Services. This collaboration makes it possible to mobilize trained personnel on short notice for land-based, offshore and subsea services worldwide. Genuine spare parts, repair, rebuild and stocking programs are offered to customers. Professional training programs for personnel are also provided.

The Operations Section is in charge of the 24/7 on-call service where the remote monitoring system FRIEND is an integrated tool for providing coherent and pro-active customer support. On-call personnel are alerted by the FRIEND system when system conditions are changing or if equipment operation deviates from recommended best practice. Depending on the categorized severity of an incident or alert, customers can be notified efficiently through the web-based communication functionality in the client Web-portal, or through traditional contact channels such as telephone or e-mail.

In addition, the use of FRIEND provides important input to product improvement. The close interaction between CS and the various departments in Framo Engineering is crucial in fault-finding, problem investigation, and not least to the dissemination of operational experience. Ultimately, this serves to safeguard the continuous improvement of products.

The Production Services department gives technical support to FE products and systems, and has the responsibility for development and implementation of the FRIEND system. The main responsibilities are listed below:

• Technical second-line support for all FE’s products and systems
• Technical support function for CS Operations
• Develop and verify solutions related to the operational optimization of FE products
• PVT analysis, modeling and testing
• Production assistance (flow assurance and production optimization)
• Modeling and simulation of FE systems in operations including adjacent equipment
• Further development of FRIEND and portal based interactive services
• Establish FRIEND solutions with new customers

          For technical assistance:  Customer support 24/7 duty telephone  + 47 90 20 88 00         

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