When a machine is down, we show up.
Remote first, on site when it counts. Our automation technicians and controls engineers cover Siemens and Allen-Bradley platforms, the machines we built and the ones we did not, and every standard product we sell. One number, 24/7/365, answered by people who fix control systems for a living.
We send people out. Often.
Field service is not a side line here. Technicians and engineers leave Winston-Salem every week for plants across the Carolinas and the country, with the drawings, the software and the spares to finish the job on the first visit. Nationwide dispatch for emergencies; scheduled visits for everything else.
- Troubleshooting and repair. Down machines, intermittent faults, drive and motion problems, network and I/O diagnostics on the floor.
- Commissioning and start-up. New panels, retrofits and lines brought up, tuned and run off with your operators watching.
- Retrofit cutovers. Old controls out and new controls in on a planned outage, with the panel built and tested before the truck leaves.
- Preventive maintenance and health checks. Backups, firmware, drive parameters, cabinet condition and a written report of what to fix next.
- Training on your floor. Operators and maintenance shown the system they actually own, not a generic course.
Call, triage, dispatch, report.
Phone for anything urgent, the service request form for everything else. Both land with the Field Service Support team, and urgent requests are flagged automatically.
Service request form →We talk through the fault, pull your drawings and program backups if we built the system, and connect remotely where a VPN is in place. Many calls end here.
What to have ready →If it needs hands on the machine, a technician is scheduled with the parts and software the triage identified, so the first visit is the fix, not the diagnosis.
What was found, what was changed, what to watch, and the backups taken. Spares recommended, follow-up visits booked if needed.
What happens after you submit →Fixed over the VPN before the truck rolls.
Secure eWON VPN connections and the same tools our engineers use every day let us go online with your PLC, HMI and drives within minutes, often while you are still on the phone. Remote first saves you the trip charge; on site is for the jobs that need it.
- Platforms. Siemens TIA Portal and SINUMERIK, Rockwell Studio 5000, Ignition, WinCC, PanelView.
- Work done remotely. Fault diagnosis, program patches, drive tuning, motion setup, PROFINET and EtherNet/IP diagnostics, backups.
- Remote access kits. We install eWON gateways on the panels we build and can add one to yours.
Every standard product ships with the people who built it.
Enclosed VFDs, HMI stations, pilot stations, packaged controllers, numeric control units, Run MyRobot cabinets and the BREW-KIT: they are designed, built and documented here, so start-up help, parameter questions, spares and warranty come from the same team, with your unit’s drawings and program on file.
Wiring checks, parameter sets and first power-up by phone, VPN or on your floor, for every standard product we ship.
Standard products carry a three-year warranty. Warranty and RMA run through the same ticket system as everything else, so nothing gets lost.
Open a warranty or RMA request →Components we build with are components we stock. Drives, HMIs, contactors, breakers and pilot devices ship from the shop or the Automation Overstock catalogue.
Shop standard products →Every unit’s schematic, BOM and program are kept, so a replacement part or a program restore is a phone call, not a reverse-engineering project.
Add a stack light, a remote-access gateway, a bigger drive or a new HMI to a unit already in service, engineered against the original drawings.
Upgrades & retrofits →Operator and maintenance training on the product you bought, on site or at our training center in Winston-Salem.
Training →Advanced engineering support on retainer.
For plants that want us on the team rather than on call, a service agreement gives your operations an engineering group for every control-related need: priority response when a machine is down, and steady help with the less urgent work that keeps production improving.
- Priority response. Your calls go to the front of the line, remote and on site.
- Scheduled visits. Preventive maintenance, backups and health checks on a calendar, not after a failure.
- Spares and backups held. Critical spares kits and current program backups kept for your equipment.
- Advance notice. Obsolescence and firmware updates flagged before they become an outage.
We had an issue with our main cable system, and they came out the same day to help us troubleshoot it. They had multiple technicians working to figure out what was going on, and they truly went above and beyond to get us back up and running. Everyone we worked with was friendly, knowledgeable, and genuinely committed to finding a solution. Great company and great people.
Elevated Wake Park5-star review on Google · August 2026Answers before you pick up the phone.
The three lanes, what each field is for and where it lands.
Read →Who to call, what happens next and how urgent calls are escalated.
Read →Machine name, controller, fault screen, drawings: the short list that speeds everything up.
Read →How a remote session works and how to get a gateway on your panel.
Read →Acknowledgement, triage, dispatch and the report you get at the end.
Read →All articles, plus the forum for questions that are not urgent.
Open the Help Center →The same credentials on the road as in the shop.
Need someone on site?
Call for anything urgent. For scheduled service, start-up help, spares or a service agreement, send a request and an engineer will follow up.
Call 888-407-5448 Submit a service request