Service Information

General Service Information:

Service is a very important business function at Cincinnati Test Systems. We believe that living up to our mission statement, "the world leader in the design and manufacture of production test systems", requires a market leadership position in service as well. Two service offices are staffed to field all calls placed through our Cincinnati office 24-hours a day. To complement our Cincinnati service facility, a second service office located in Michigan helps provide faster response time to the upper part of the Midwest and Canada. Our 24-hour telephone support is provided from our main plant while in-plant service support may come from either location.

Highly qualified problem solving specialists are employed at both service offices to provide unmatched service on our Sentinel instruments and testing systems. Each service engineer travels with their personal laptop computer for trouble shooting or tuning a test stand via interfacing with PLC controller or Sentinel Instruments.

Our service engineers are also equipped with instrument or system repair cases containing the most common replacement parts for quick repair of Sentinel instruments or various manufacturers' mass spectrometer instruments. Their goal is to always be prepared to solve problems and get you back into production as quickly as possible.

Backing up our service technicians is a support team of project and mechanical engineers. Each of our test stands has a complete array of backup documentation including drawings, programs, manuals, and pictures to assist in resolving any service or performance issues. It is very important to Cincinnati Test Systems that we provide all the required service to keep our customers "in production."

Normal business hours (8:00 AM to 5:00 PM Eastern time, Monday through Friday) call CTS operator 513-202-5108

In many instances issues can be quickly and effectively resolved with a phone call. Basic questions can be answered or guidance given on how to approach a problem. With our available documentation and resources we attempt to determine what problems or difficulties exist and suggest corrective actions for the customers' maintenance or engineering personnel. When needed parts are stocked for immediate availability, we can ship them using the most expedient transportation. If in-plant service is required, a service engineer will be contacted who can visit your facility, if not immediately, at least within 24 hours of the next normal business day.

For after-hours emergency phone support, call 513-202-5174

When calling for service after hours our telephone answering system allows you the option to transfer your call to a service engineer. Our on-call technician is prepared to answer your emergency service questions or to determine the nature of operational problems explained by the caller. He will suggest corrective actions which can be performed by your maintenance or engineering personnel and remain available for follow-up calls while researching alternative solutions to a problem.

In-Plant Service:

In-plant service visits can be requested to troubleshoot operation problems, perform maintenance, and/or conduct training per your individual requirements. CTS makes every effort to schedule the next available service engineer within 24 hours or within your scheduling request.

Expenses include travel time rates, in-plant rates, and all travel/lodging/meal costs.

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Start Up Service: (On contract per customer requirements)

Startup service is quoted as an option with most pressure decay, mass flow, and mass spectrometer test systems. This consists of the following services depending on customers' requirements

• Install and/or checkout initial wiring and connections.
• Install and/or checkout initial plumbing and connections.
• Turn power on to equipment and assure proper operation.
• Optimize test system performance with constraints of cycle time and production environment.
• Perform in-plant validation or runoff if required.
• Train operators and/or engineers on system functions.
• Train maintenance personnel and engineers on preventive maintenance and troubleshooting.

Expenses include travel time rates, in-plant rates, and all travel/lodging/meal costs.

Emergency Service:

Every effort is made to provide emergency service the next working day or better if your system goes down.

In-House Repair Service:

Download a Request For RMA Form

Our in-house service saves our customers travel time and expenses whenever it is possible to take equipment out of service and send to us. After evaluation of the problem(s), we can recommend corrective solutions. Per your authorization, repairs can be made and equipment shipped back to you in minimal time.

Warranty Service:

Cincinnati Test Systems' warranty covers repair time and material cost for defects in material and workmanship for one year from the time of shipment. The warranty of the purchased materials on our systems is also transferred to the owner. If warranty repairs are required, either return the system to Cincinnati Test Systems or contact our service engineer to visit your plant. Customers are responsible for travel time and travel expenses.

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