SERVICE & MAINTENANCE€¦ · Heating Ventilation Air Conditioning Refrigeration PROVIDED BY HEINEN...

Service & maintenance - HEINEN & HOPMAN 2020 © 1Service & maintenance - HEINEN & HOPMAN 2020 ©1 Ventilation Air Conditioning RefrigerationHeating

PROVIDED BYHEINEN & HOPMAN

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SERVICE & MAINTENANCESERVICE & MAINTENANCEFully customised service & maintenance contracts Regular periodic maintenance | 24/7 emergency support | remote support | worldwide support on client location

Service & maintenance - HEINEN & HOPMAN 2020 © 1Service & maintenance - HEINEN & HOPMAN 2020 ©1

COMPANY INTRODUCTION

Heinen & Hopman is a reliable partner in the global maritime sector, offering top quality products and service in the field of climate control (HVAC & Refrigeration). The no-nonsense and entrepreneurial character of the founders who established the company in 1965 is still one of the main cornerstones of Heinen & Hopman. We support our clients using our knowledge and experience by realising the best possible climate control solutions; either fully customised or with varying degrees of standardisation. Like our clients, we are continuously active on a global scale to ensure that we can always be of service. We are also constantly searching for sustainable innovations as we aim for the best and very latest solutions in collaboration with our clients. Heinen & Hopman is critically aware that a company’s greatest asset is its employees – it is they who represent the added value of our business. Our goal is to continue to expand in the global market for maritime climate control solutions in a future-proof way.

In short, you can rely on Heinen & Hopman to deploy the know-how and expertise required to solve any heating, ventilation, air conditioning and refrigeration issue onboard ships. We see complexity as a challenge, no matter where your vessel may be.

OPERATING GLOBALLY

Global networking is crucial in every line of business and the shipping industry is certainly no exception. Being able to offer the highest quality of service and products to our clients at all times and in all places is of enormous importance to us. This is why Heinen & Hopman aims to keep expanding our network and know-how and ensure we are exactly where our clients need us to be.

Americas

Europe

Asia3

Countries11Offices

3Factories

220Employees

11Countries

22Offices

4Factories

1200Employees

7Countries

10Offices

7Factories

380Employees


INTRODUCTION

Heinen & Hopman knows your yacht is an investment in creating a perfect way of spending your rare spare time in life. The air conditioning system has a great impact on the ambience and comfort onboard. When stepping indoors, you expect to chill out in an area with the right temperature and humidity level. Furthermore, the air conditioning should be whisper quiet and - most importantly - work perfectly at all times. We take good care of our clients by offering global 24/7 service and spare parts availability. You can count on us any time you may need HVAC assistance. We support clients with our personal service and proactive advice: before, during and after developing a solution. To keep your HVAC system fit, periodic maintenance is advised as regular preventive check-ups are crucial for a properly functioning HVAC system. A healthy HVAC system minimises the risk of system failure - causing down time at inconvenient moments – and guarantees an optimal indoor climate while simultaneously reducing power consumption. The result: an energy-efficient, healthy and environmentally friendly HVAC system.

Besides offering periodic maintenance, we also offer contractual 24/7 service, including telephonic support and fast action.

In overall you can depend on our service team for:• Regular periodic maintenance• 24/7 emergency support• Remote support• Worldwidesupportonlocation

2 Service & maintenance - HEINEN & HOPMAN 2020 ©


REGULAR PERIODIC MAINTENANCE

Through a customised maintenance matrix - which states over what period HVAC systems need to be checked - Heinen & Hopman engineers will check the current state of the main components. During those maintenance checks, the crew onboard will be trained to carry out simple maintenance and system checks themselves.

The following contractual contents can be taken into consideration:• Heinen & Hopman personnel travel to- and

leaving client’s site• Maximum working hours/days onboard and

maximum travel hours/days• Engineers will work according a pre-defined

maintenance matrix• Maintenance records for each HVAC component

and/or system will be issued after each service visit

• Maintenance report with day by day work, conclusion and recommendation will be issued after each visit

• Exchange of components on client’s request• On the job instructions for the crew and on-shore

personnel during HVAC system checks• Preventive health checks with respect to air

quality and pollution of ducting• Inspection of F-gas installation in accordance

with the latest mandatory EU regulations• Spare parts inventory check

Contractual maintenance can be divided into three different disciplines, depending on the installed onboard HVAC system. Each discipline requires trained, skilled and certified engineers to get the job done in a safe and effective way.

Service Engineer - skilled service for all cooling equipment onboard• Check on F-gas installation in accordance to the

latest mandatory EU regulations• Checks oil levels and quality of it• Refill/replaces oil or refrigerant• Checks and repairs refrigerant leaks• Checks and repairs filter/drier cores and sight

glasses• Checks the power and control panel



Commissioning Engineer - skilled all-round HVAC specialist who is able to provide services for all HVAC related issues• Tests and calibrates switches, sensors and

transmitters• Checks sound, pressure and air flow measurements• Checks water flow measurements and adjustments• Makes adjustments to dampers and controls• Replaces electrical components• Performs maintenance and makes adjustments to

instrumentation • Performs maintenance to humidification system• Performs troubleshooting for PLC controlled HVAC

systems• Tests and makes adjustments to flow control valves• Checks electrical connections to HVAC components• Trains and instructs the operations crew

E&I/PLCSoftwareEngineer-skilledengineerwhoisabletodomodificationstoHVACrelatedelectricalsystems and control/monitoring systems• Performs checks/modifications to software• Performs checks/modiciations to HMI options and

layout• Performs checks/modiciations to control and

monitoring systems• Performs checks/modiciations to alarms and alarm

signals• Performs checks/modifications to programmed

set-points• Performs troubleshooting on ICSS/F&G related

items• Performs troubleshooting on network issues

(Modbus® and Profibus®)• Repairs and replaces components within HVAC

control panels• Checks electrical connections of HVAC components• Trains and instructs the operations crew• Advice in new features

4Service & maintenance - HEINEN & HOPMAN 2020 ©


24/7 EMERGENCY SUPPORT

Per contract, Heinen & Hopman has a dedicated emergency support phone number available in case of any HVAC emergency. At first the call will be registred, so the correct follow-up can be arranged. Depending on the problem, a certified Heinen & Hopman engineer will be in contact within two hours after registration.

Overall the client will receive the following:• Contract number: 19418xxx• Emergency phone number: +3133299xxxx• Dedicated email contact:

[email protected]• Guaranteed phone availability: 24/7 at 365 days a year• Response call centre time: max. 2 minutes• Response H&H emergency support time: max. 2 hours

after call registration

Service levelsIn case you want to rely on guaranteed telephonic support by a 24/7 service and fast action, we advise you to conclude a service contract. Heinen & Hopman has defined multiple approaches to determining service levels, in order to meet the client’s needs and wishes. You will get a personal telephone number which is accessible for immediate assistance 24/7. The Heinen & Hopman service team will come into action and send a technician to the relevant site anywhere in the world if remote assistance cannot solve the problem. In agreement with the client, terms & conditions and finally additional requirements are discussed.

24/7 worldwide service with direct responseRemote service for all HVAC related equipment, to be defined in the contract. As a client you can call us anytime and expect direct response - within two minutes - from a dedicated Heinen & Hopman employee. A problem ticket will be generated and immediate technical support will be arranged within two hours.

24/7 worldwide service with response in 24 hoursRemote service for all HVAC related equipment, to be defined in the contract. As a client you can call us anytime and expect direct response - within two minutes - from a dedicated Heinen & Hopman employee. A problem ticket will be generated and technical support will be arranged within 24 hours.

24/7 worldwide service with response on next working dayRemote service for all HVAC related equipment, to be defined in the contract. As a client you can call us anytime and expect direct response - within two minutes - from a dedicated Heinen & Hopman employee. A problem ticket will be generated and technical support will be arranged the next working day.

A 24/7 service and/or maintenance contract often includes onboard spare parts inventory management, remote online assistance and preventive maintenance as well, resulting in an all-in-one contract.



REMOTE SUPPORT

Most trouble and problems can be solved by means of telephone support, as Heinen & Hopman has the knowledge in-house. Heinen & Hopman engineers are able to login into the HVAC system remotely, when installed, and monitor several HVAC systems for conditions and alarms. Besides checking your current system state, parameters and active data, they are able to change and update software settings remotely.

The following contractual contents can be taken into consideration:• Incident acknowledgement and registration;• Transfer of incident to a qualified engineer;• Analysis and diagnostics of the incident;• Remote (telephonic) service by a qualified technician;• Problem reports and follow-up of actions;• Organize and plan service visit onboard if required;• End of incident to be confirmed by engineer and client in writing.

Remote support includes back-up of HVAC specialists where required.

WORLDWIDE SUPPORT ON LOCATION

When problems cannot be solved remotely, a team of Heinen & Hopman service engineers are stand-by to travel to any location and solve the problem onboard. We have a global network of subsidiaries and after-sales centers to offer quick, on-site support.

If you are interested in a fully custom 24/7 service contract, please contact our service department at [email protected] for more detailed information.

Fort Lauderdale

West Palm Beach

La CiotatAntibes La Spezia Istanbul

BarcelonaPalma de Mallorca

Don’t hesitate to contact us for more information about our service options. We are eager to explain the possibilities for your vessel or structure.

Scan the QR-code or visit heinenhopman.com


www.heinenhopman.com

Heinen & Hopman encourages a more

sustainable world. By providing eco-friendly solutions and serviceswe offer our clients

the option of reducing energy consumption

and thus CO2 emissions.

Ventilation Air Conditioning RefrigerationHeating

PROVIDED BYHEINEN & HOPMAN

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Do you require more information about our services or would you like to know more about our 24/7 contracts? I am keen to help you further!

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Jaco Heinen- Service & Maintenance Manager [email protected]

AustriaT: +43 1720 1309E: [email protected]

BrazilT: +55 213 587 4241/4244E: [email protected]

CanadaT:+1 450 659 6571E: [email protected]

DenmarkT: +45 5164 1614E: [email protected]

France - La CiotatT: +33 4 4204 8685E: [email protected]

France - AntibesT: +33 4 8902 4562 E: [email protected]

GermanyT:+49 4073 1680E: [email protected]

GermanyT:+49 471 9869 300E: [email protected]

IndiaT: +91 336 499 1293E: [email protected]

ItalyT: +39 187 187 8500E: [email protected]

The Netherlands (HQ)T: +31 33 299 2500E: [email protected]

The Netherlands - RotterdamT: +31 18 020 9210E: [email protected]

NorwayT: +47 6919 0900E: [email protected]

Peoples Republic of ChinaT: +86 213 253 2896E: [email protected]

Peoples Republic of ChinaT: +86 510 8528 1763E: [email protected]

PolandT: +48 914 331 800E: [email protected]

RomaniaT: +40 236 448 222E: [email protected]

RussiaT: +7 812 449 3535E: [email protected]

SingaporeT: +65 6897 7879E: [email protected]

South KoreaT: +82 704 901 0000E: [email protected]

SpainT: +34 932 259 668E: [email protected]

SwedenT: +46 3121 7500E: [email protected]

TurkeyT: +90 216 493 8118E: [email protected]

UAE - Abu Dhabi T:+971 2550 4147E: [email protected]

UAE - DubaiT: +971 4263 5453E: [email protected]

USA - Seattle, Washington T: +1 206 632 7883E: [email protected]

USA - Fort Lauderdale, FloridaT: +1 954 463 0110E: [email protected]

USA - Houma, Louisiana T: +1 985 876 7982E: [email protected]

SERVICE & MAINTENANCE€¦ · Heating Ventilation Air Conditioning Refrigeration PROVIDED BY HEINEN...

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