Support
RobotCare™ Program
Our service, maintenance and refurbishment program offers best-in-industry customer care for all repair, refurbishment and upgrades.
Trusted by Over 40,000 Installations Worldwide
Global Service & Maintenance Program for Semiconductor Robots and Integrated Systems
Nidec Genmark is proud to support the global semiconductor industry with the most reliable wafer-handling robots and integrated systems on the market. With over 40,000 robotic systems installed worldwide, we are now expanding our commitment through a comprehensive Service, Maintenance and Optimization Program for OEMs and Semiconductor FABs.
What We Offer
- Annual or multi-year subscription options
- Flexible tiers: Basic, Advanced, and Premium
- Scheduled preventative maintenance
- Priority support & fast response Service Level Agreement (SLA)
- Access to certified field service engineers
- Transparent escalation matrix defining who to contact, at what level and when
- Factory or on-site repairs using genuine parts
- Refurbishment of legacy models for extended lifetime
- Diagnostics and performance restoration
- Remote system consistency analysis
- Firmware & software updates
- Cycle time improvements and recalibration
- Throughput optimization & uptime maximization
- Retrofit / upgrade kits for enhanced capabilities
- 24/7 hotline (with Enterprise plans)
- Remote troubleshooting and diagnostics
- On-site service dispatch on-demand
- Guaranteed availability of critical spare parts
- Spare kits for customer self-maintenance
- Discounts with subscription packages
ROBOTCARE™
Program Tiers
All our program tiers ensure long-term performance, minimize downtime and extend the lifecycle of our wafer-handling robots installations in semiconductor FABs and OEM systems.
| Feature | Essential | Professional | Enterprise |
|---|---|---|---|
| Scheduled Preventive Maintenance | Annual | Bi-Annual | Quarterly |
| Service Response Time | 72 hrs | 48 hrs | 24 hrs |
| Remote Diagnostics & Troubleshooting | Phone & Email | 24/7 Hotline | |
| On-Site Support | Charged per visit | 2 visits/year included | Unlimited (within SLA) |
| Spare Parts Discount | - | 5% | 10% |
| Software and Firmware Updates | Upon request | Included | Included + Priority Access |
| Service History Report | Annually | Semi-annually | Real-time Web Access |
| Training | Optional (Paid) | 1 session / year | Unlimited access to training portal |
| Retrofit & Upgrade Consultation | - | Included | Included + Priority |
| Digital Twin Integration | - | - | Optional Add-on |
| Subscription Pricing (Annual) | Contact Sales | Contact Sales | Contact Sales |
Discounted multi-year and multi-system bundles available.
What's Included (All Tiers)
- Factory-trained engineers and certified processes
- Use of only genuine OEM replacement parts
- Full diagnostic reports after every maintenance session
- Optional on-site or depot repair depending on region
- Personalized support account manager (for Professional & Enterprise tiers)
- Factory-trained engineers and certified processes
- Use of only genuine OEM replacement parts
- Full diagnostic reports after every maintenance session
- Optional on-site or depot repair depending on region
- Personalized support account manager (for Professional & Enterprise tiers)
Optional Add-Ons
Example Customer Case
Customer: Tier-1 Foundry, Singapore
Challenge: Unexpected robot failures on tool loading station
Solution: Enrolled in the Enterprise tier of RobotCare™
Result: Downtime reduced by 82%, tool availability increased by 11%, ROI on service subscription achieved in < 6 months
Get Started
Let us build a custom service plan around your installed base. Whether you operate hundreds of robots or a single high-throughput tool, RoboticsCare™ ensures your systems stay operational, accurate, and up-to-date.
