Structure and strategy how to handle 24/7 and remote services

The purpose of this thesis is to investigate how succesful 24/7 hours support and remote service structures work and how the Atlas Copco Tools and Assembly Systems organiszation shall implement it.

Main issues are:

To define different requirements on Atlas Copco Tools & Assembly Systems from different customers/customer types. How would remote service be handled most efficiently (first, second, third line support).
Structure the organizational set-up needed for this operation.
The commercial consequences like what and how to charge for the different types of services like:
- support via a helpdesk
- remote or onsite service
- new software releases and bug fixes etc.

Keywords: Organization, Networking, Logistics, Software, Sales of services, Service agreement, Motor Vehicle Industry.

This thesis is a suitable project for two M.Sc in Industrial-/Mechanical Engineering students. For questions please contact Patrik Löfgren, 08-743 95 00. Send your application, marked ex-jobb BL Services to [email protected] latest the 1/3.

Company information:
Atlas Copco Tools and Assembly systems (ACTA) Division is the world leading supplier of industrial power tools, systems and services within the Motor Vehicle Industry. Our business has been growing with double digits over the last years and we foresee a promising and challenging future. We constantly look for new ways of improving and growing our business. One of these areas today is the offering of different networking solutions to our customers.
Business Line services, a new business line since two years back, are right now in the process of developing different services for these networking as well for our more traditional products. Our head-office is located in Nacka, Sweden.