Northeast Controls Services

 



Northeast Controls’ Services



Control System Services

"Outstanding service is planned, not natural, automatic, or coincidental."

Northeast Controls’ Services Philosophy

Northeast Controls mission is to enable our customers to achieve exceptional results through our leadership in technology, people, products and services. This means providing comprehensive process automation services to maximize the control system’s total lifecycle value.

Northeast Controls' strategy for accomplishing our mission statement is to focus our energy and resources on:

  • Customer Satisfaction … through reliable, efficient, and effective service.
  • Balance … in the strengths of the field and the factory capabilities to address the unique needs of each customer.
  • A Global Mindset … by nurturing a global services culture that develops local and regional capabilities.
  • Global Information Technology … by globally integrating service systems for rapid response and information sharing.

Delivering on our mission statement requires providing service that is responsive, reliable, competent and of exceptional value. Responsive service means timely and flexible response. Reliable service means meeting the customer's commitments 100% of the time. Competent service is effective problem diagnosis and resolution, which we ensure though our comprehensive services certification program. We ensure exceptional value by listening to our customers' needs, tailoring our services to meet those needs, and reevaluating our service offerings based on customer acceptance and satisfaction.

Northeast Controls is here to help our customers achieve exceptional results. We strive to constantly improve our services offerings, our technology, our tools, and our knowledge to meet the ever-changing needs of our customers. Customer satisfaction is our number one goal; it drives all that we do.

Service Quality Processes

Certification Program

To ensure uniform quality throughout Emerson Process Management’s worldwide service organization, Emerson utilizes an aggressive and effective certification program that sets forth certification requirements for both service facilities and their personnel. Certification establishes the levels of technical competency and local resources necessary to provide effective customer support. Emerson maintains a database that tracks training and other requirements being met by Emerson Local Business Partners around the world. A team of experts from key organizations within Emerson Process Management along with appointed Service Managers form a committee that routinely reviews certification requirements to ensure applicability to current product revision levels. Thus, proficiency of Northeast Controls’ service providers is ensured, even in new and emerging technology areas of our business.

System Registration

Emerson requires each Control System to be registered upon startup. Registration is essential to ensure that information in our databases regarding the system is correct so that Northeast Controls can provide the highest quality service expected by our customers. Equipment registration provides the means for traceability as well as providing customer contact information for safety notices, upgrade programs, and material planning. Additionally, registration activates the service included with each system and starts the hardware warranty on the first day the end-user has use of the system. Thus, systems are not registered while they are in transit or at a Northeast Controls facility, but are registered by the end user at the time they are placed into service to avoid any loss of warranty service time by our customers.
Emerson uses the system registration utility to enable Guardian Support Service. Emerson highly recommends that systems enrolled in Guardian Support be periodically re-registered. This is especially important following Control System software version updates or system expansions.

DeltaV System Identification Number

Each DeltaV Control System is assigned a System Identification Number that uniquely identifies each system for licensing, warranty, and support purposes. This ID number can be found on the System Identification KEY installed in the USB or parallel port of the Professional Plus workstation. It can also be displayed on the DeltaV by clicking on “HELP” then selecting “ABOUT”. The number will be displayed as 12-digits (three sets of four digits, each set separated by a hyphen) beginning with “0001-“.

Global Service Management System

Emerson Process Management maintains a global Service Management System (SMS) of information vital to our service providers in order to ensure optimum timeliness and efficiency of our service efforts. Our SMS consists of a number of resources containing technical, customer, system, product and service information which is made available to Northeast Controls. The various resources are described in detail below.

  • Installed Base Profiles - This database contains end user and system information about DeltaV, AMS, RS3, and PROVOX customers. It allows Northeast Controls access to the factory's records relative to service delivery (expiration dates, contact info, and DST size).
  • Call Tracking System - Each call to Emerson Process Management from customers and Northeast Controls for technical assistance is logged and tracked through to problem resolution. The Call Tracking System (CTS) database provides factory and Northeast Controls the ability to access information regarding problems for a particular customer system. Calls may also be searched based on a particular technical topic to aid in resolving a new call for technical assistance. Northeast Controls uses this worldwide database to quick resolve your issue/questions. Our goal is to solve a problem only once by documenting the symptoms and solutions in CTS.
  • Material Return Tracking - All materials returned to Emerson Process Management for repair are tracked through our Material Return Tracking (MRT) system. The MRT system provides Northeast Controls with information on Repair Authorizations and Repair Order records for products. Using the MRT system, Northeast Controls has the ability to check the status of any Return Authorization or Repair Order, check for past due returns and check for other outstanding issues. The system also allows the ability to check for root cause of "DOA" material and to review failure analysis data.
  • Knowledge Base – Emerson Process Management maintains a repository of technical information referred to as the "Knowledge Base" (KB). It contains technical articles pertaining to AMS, DeltaV, Bus Technology, PROVOX and RS3 product families. It is available to customers who subscribe to Guardian Foundation Support and to a Northeast Controls’ Support Plan. The KB is an excellent resource for problem resolution as it provides the ability to research a particular topic to check for relevant safety notices, recent release notices, installation/service tips, and workarounds.
  • Information Retrieval System (IRS) - This is a powerful tool that has been provided for Northeast Controls to aid in the ability to search the many databases in the SMS for particular topics or information. This web-based tool provides a powerful search engine capability to locate, view, and print documents based on keyword strings. Multiple databases may be selected for search at one time. It provides access to Technical Support Call Records, Service Bulletins, Knowledge Base Articles, Installed Base Profiles and Material Return Tracking data. Customers benefit from quick problem resolution.


Our Services Portfolio

Customer requirements drive Northeast Controls’ Portfolio of Services. At Northeast Controls, we recognize that Process Automation System (PAS) lifecycle support needs vary from one customer to another in both content and time commitment, and that our customers make investments over the system lifecycle for three basic reasons:

  • System Availability Services – “Keep your system running…” The essential day-to-day system maintenance activities performed by the customer’s own System Managers with support from Emerson’s Factory and Northeast Controls. These services are designed to help achieve the desired level of certainty for system uptime, taking your process, system design, and in-house resources into account (i.e., increase utilization of essential production systems and to take advantage of advanced diagnostics capabilities to minimize production losses resulting from unexpected equipment failures).
  • Application Services – “Apply the best technologies” with a focus on prevention of system issues and improvement of plant operation. These services are designed to help achieve expected results of the technology and related work processes as your company reacts to evolving business conditions (i.e., reduce variability and keep operations steady; assist in permitting extension of preventive maintenance shutdown cycles; sustain the highest level of safety; improve plant operation efficiency; provide greater reliability and deliver more consistent yields).
  • System Sustainability Services – “Preserve your investment” to sustain the initial investment such that it matches the standard of the technology that can be routinely supported and serviced (i.e., minimize the total cost of ownership for keeping the PAS viable and ensuring the required level of system uptime). These services can include identifying, assessing, planning, and implementing PlantWeb technology updates and upgrades to minimize system down time, prevent system offsets, and minimize total cost of ownership.


System Availability Services
These are the basic, essential, day-to-day system maintenance services designed to help you achieve the desired level of certainty for system uptime, taking your process, system design, and in house resources into account.

 

 

SureService™ - Critical Data Backup Application
Delivers a reliable method for automatically backing up data, improving data availability and security, minimizing data recovery costs, and providing business continuity for your DeltaV System’s.

SureService™ - Emergency On-Site Service
Reduce DeltaV System, DeltaV SIS, and Syncade downtime with Priority Response from our System Experts.

SureService™ - Express Module Replacement
Designed to help you get critical DeltaV System replacement hardware components fast in order to minimize costly disruption to plant operations.

SureService™ - Foundation Support for Syncade
Foundation Support for Syncade

SureService™ - Guardian Support
System Management Made Easy for your DeltaV System.

SureService™ - Inspection & Initialization Service
Ensure Trouble-free Startup and Operation of your PlantWeb and DeltaV System.

SureService™ - Power and Grounding
An investigation, assessment, and analysis, resulting in a report of recommendations to correct issues in your plant for DeltaV and Emerson products.

SureService™ - Scheduled On-Site Services
Supplement or Develop Plant Staff with tailored, flexible Scheduled On-Site Service for your DeltaV System, DeltaV SIS and Syncade systems.

SureService™ - Security Assessment Service
Prevent Potential Loss from Cyber Security Threats for your DeltaV System.

SureService™ - SIS Functional Safety Maintenance & Proof Testing
Emerson’s SIS specialists can work with your designated plant personnel to gather operational and maintenance data, then plan and execute SIS proof testing procedures.

SureService™ - SIS Site Support Services
Select the right service for the right time given the client’s level of resources and their particular needs, over the SIS Life Cycle.

SureService™ - Smart Wireless After Project Support Services
Plant Network Solution After Project Support for your DeltaV System and Emerson products.


Application Services
These services help you achieve expected results from the application of technology and related work processes, while keeping up with evolving business conditions. Application services can help ensure the effective application of PlantWeb technology with a focus on prevention of system issues and overall improvement of plant operation.

 

 

SureService™ - Alarm Management Services
Improve Safety and Operational Excellence in your DeltaV System.

SureService™ - Application Enrichment
Enhance Your Control System’s Functionality to Meet Changing Requirements for your DeltaV System, DeltaV SIS, and Syncade systems.

SureService™ - Control Performance Improvement
Reduce DeltaV System Process Variability for Improved Product Quality and Lower Energy Consumption.

SureService™ - PlantWeb Services
Emerson’s PlantWeb Services offerings ensure you are supported to IMPLEMENT PlantWeb to maximize value from your investment.

SureService™ - SIS Modification Services
Emerson SIS Functional Safety Consultants are able to assist in all aspects of Safety Instrumented Function (SIF) design and application

SureService™ - System Upgrade Service
Smooth System Upgrades from the Experts for your DeltaV System and Emerson products.

 

System Sustainability Services
Sustaining your automation system such that it can be routinely supported and serviced is essential to maximizing the return on your system investment. Sustainability services can include identifying, assessing, planning, and implementing technology updates and upgrades to minimize system down time, prevent system offsets, and minimize total cost of ownership.

 

 

SureService™ - DeltaV Evergreen Program
Provides you with replacement of your PC workstation and server platforms for your DeltaV System.

SureService™ - Extended Software Support
Extended Software Support for DeltaV Systems provides flexibility to perform control system upgrades when you are ready or when they are necessary.

SureService™ - Integration Testing Service
Ensure the Interoperability and Robustness of your system through our expert testing of third party and customer applications integrated with the DeltaV system.

SureService™ - Modernization Consulting Studies
Designed to help you develop a business case and multi-year plan for modernizing your process automation assets.

SureService™ - Training Services
Improve Skills with Classroom or On-Site Learning Sessions for your DeltaV System and Emerson products.


Project Services
Northeast Controls is a leading supplier of process automation solutions. Our experiences and relationships with partner companies like Emerson Process Management, allow us to provide scaleable project capabilities, expert project management, and proven methodologies to deliver smart digital plants. We also offer the financial strength and stability required for continued long-term support and management of your automation assets. From concept through the planning, implementation, production and ongoing operation, experienced Northeast Controls Engineers work closely with you and your contractors to ensure compliance and ease of operation making sure your project is on scope, on time, and within budget. A typical project provided by Northeast Controls includes the following services:

Front End Engineering Design Services
As part of pre-project planning, Front End Engineering Design (FEED) work is early design work done after conceptual business planning and prior to detailed design. Northeast Controls can provide a turnkey solution that includes FEED, equipment selection, commissioning services, and implementation and operational capabilities.

  • Identifies and minimizes project risk - With project staff alignment, business drivers and constraints defined, the project risks are identified and can be minimized. Business management can proceed with full disclosure of opportunities to mitigate risk and/or project alternatives.
  • Lowers costs - Completion of a FEED study results in a well-defined scope for the rest of the project, which in turn results in a more accurate estimate, lower contingency, and typically lower overall project costs. The effort and upfront cost of the FEED delivers major benefits, as this is work that would otherwise be done in the first 10-25% of detailed engineering. The resulting “blue print” is further refined during the detailed design phase of the project.
  • Faster implementation - Studies show that projects with a thorough FEED study are more likely to be completed on time. Early identification of potential problem areas and/or necessary changes allow for early resolution, resulting in less impact to the project. The schedule is defined and the project planned from start to finish including resource requirements and hardware procurement.
  • Greater user involvement and management support - Studies also show that early planning, project definition, and goal setting are major factors in gaining user involvement and management support. These factors greatly increase the opportunity for a successful process automation project.

Project Management Services
The key to success in today's complex control system engineering environment is the ability to manage projects efficiently and effectively. During the different phases of the project, communications with all project sponsors and stakeholders is critical to the success of the project. Over the years Northeast Controls’ Project Managers have built up significant experience in understanding customer needs, developing feasible project plans, mobilizing resources, and delivering projects with written objectives.

Project Execution
Northeast Controls’ project execution team uses best practices to deliver cost effective solutions that meet your critical business objectives. In order to minimize project risk and uncertainty, we can provide a scope and estimate on any aspect of your automation project. Based on the design, our team can specify the complete automation system scope including valves and instrumentation, field wiring and documentation requirements, loop sheets, system architecture, procurement, staging, integration, acceptance testing, startup and commissioning, and of course project management. Our expertise covers batch and continuous processes, fermentation, distillation, boiler/furnace controls and utilities, sequencing, and much more. Each of our Northeast Controls’ Engineers have extensive experience working at industrial manufacturing companies before their careers with Northeast Controls. Our system configuration knowledge spans DeltaV, Provox, RS3, PLC’s, OSI PI, OPC, Microsoft .NET technologies, and many others.

Integration & Startup
To get your system off to a good start and to help ensure "no surprises" we stage and integrate your system and application for you to review before delivery. This usually takes place at one of Northeast Controls’ facilities in Clifton Park, NY or Rochester, NY. Once the system is on your site, we assist your personnel with the inspection, power-up, and initialization of the hardware so that you can safely bring the system up to a fully functional state in preparation for commissioning and plant operation. In addition we can provide startup and commissioning of the application from the running of test and water batches to full production.

Bus and Segment Design
Northeast Controls provides complete bus consulting services to ensure that you have a successful startup and receive the long-term operational benefits you expect. The technologies used typically include Foundation fieldbus and some or all of the following: AS-I, DeviceNet, and Profibus DP. Northeast Controls has implemented thousands of devices using these bus technologies and we consider functional distribution by process unit, overall topography, and other critical constraints such as the loading and performance of the bus. Our services often include design drawings and equipment specifications for all the associated hardware such as power supplies, junction boxes, and cabling and even field devices. We also can assist you with commissioning and startup on-site and we can train your instrument and electrical technicians if they are new to bus technologies.

Wireless Startup Services
To derive maximum value from investment in Smart Wireless devices and networks, Northeast Controls offers services to ensure the correct layout, installation, and commissioning of your Smart Wireless devices and networks. Northeast Controls can provide services to support your AMS Wireless SNAP-ON™. This assistance helps provide connectivity to your whole wireless network to ensure it is gathering the best data from your wireless devices. Once the layout of your wireless network is complete, our Field Service Engineers can also assist in the configuration, calibration, and commissioning of the instruments. This ensures that all transmitters and other wireless devices are communicating properly with the Smart Wireless Gateway on a consistent basis. Northeast Controls can also provide integration services to ensure your Smart Wireless Gateway is set up properly and configured to communicate with your host DCS or PLC System.


Panel Design and Construction
Northeast Controls designs and fabricates a wide range of control panels for industrial manufacturing. Panel types include both electrical and pneumatic. From conceptual layout and detailed design to fabrication and testing, we offer an array of standard and custom products as well as related services such as power and grounding consultation, site commissioning support and modifications to existing panels.

Documentation
Northeast Controls can provide project documentation for both federal regulated and non-regulated industries using either templates from the customer or templates from our own Quality Management System, ranging from User Requirements and Specification documentation up through Factory Acceptance Test Documents. Typical documents include but are not limited to a functional specification, detailed design, system architecture drawing, bill of materials, power and grounding drawings, instrument specifications, valve and instrument list, I/O connection diagrams, bus segment drawings, panel drawings, and user manuals.

 
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