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Customer Support

Fuji customer service takes care of new installations, initial on-site training, emergency telephone support, technical service and equipment repair. Although we are headquartered in Kelsterbach, Germany, we also have several regional offices to ensure that an engineer is always available to respond to our customers’ needs.

  • Technical support on site by our competent, factory trained service staff with many years of experience in the SMT business
  • The helpdesk is mainly used to support hardware and software problems, but also for inquiries from customers from other service areas
  • Device repair in case of problems with your placement head or other units
  • Training is available for all our current machines and software systems. Individual courses can be arranged if one of our standard courses does not meet your requirements
  • Supporting the customer process for practical tests, evaluations, user-defined debugging or NPI consulting
  • In an ultra-modern demonstration centre there is an “intelligent factory”, in which includes all the major equipment we currently sell. At this environment, you can consider your existing system or others that are compare systems that have been installed with the latest equipment from FUJI. Demos with cycle time studies can be performed with your boards and parts if they have been delivered before.
  • Utilization analysis services are available through the Fuji sales department. In order to ensure that you make the most out of your existing equipment, our experts will review your manufacturing processes and generate recommendations based on the product mix and the required throughput.

Technical Service

Our competent, factory-trained service personnel for software and hardware will support you with many years of experience in the SMT business and understand how important Fuji devices are for your production process.
The industry’s best service team of 40 technical engineers will support you.

Software
Our team can help you with questions about the software, troubleshooting, and Windows and network issues.
We also support our customers with the integration into their existing internal ERP systems and share our information about parts inventory and placement efficiency. The Nexim system is database driven and can be used to share connectivity with other software systems. We also work closely with many software vendors to ensure compatibility in any customer environment. (See also FUJI Smart Factory)

Hardware
Our team takes care of new installations and offers technical service at the highest level. We also work closely with other machine manufacturers in the production line to ensure compatibility in any customer environment.

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Technical Service

Our competent service team, consisting of 40 Fuji technicians, supports you with expert knowledge and customer-oriented thinking and acting.

Monday to Friday 7.00–18.00 clock

Phone +49 6107 6842-237
Fax: +49 6107 6842-220

fu.helpdesk@fuji-euro.de


Helpdesk

The helpdesk supports you in case of hardware and software problems via the classic telephone service, but also with the help of technical equipment and software (remote control, live support system).
In addition, you will receive help with inquiries in other service areas.

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Service-Hotline

Monday to Friday 7.00–18.00 clock

Phone +49 6107 6842-237
Fax: +49 6107 6842-220

fu.helpdesk@fuji-euro.de

Unit Repair

We offer our customers the Unit Repair service to carry out necessary repairs with little personal effort and even less loss of production. We help with all repairs and carry out the work to a high quality standard and as quickly as possible.

Repairs are as follows:

AHC – Air or oil cleaning
Remove old oil and grease
Apply new oil and grease
Replacement of filters and O-rings
Exchange of IPS Sheets
Replacing the backup battery
Perform MT reset

Function test with report or error report if an error occurs. No PAM


No repair
If the placement head is damaged, the respective repair service will be charged additionally.

Training

In our state-of-the-art training centre in Kelsterbach (Germany) and Budapest (Hungary) we offer comprehensive training courses on machines and software. Our team of trainers consists of experienced professionals. They bring their own machine and application knowledge as well as practical experience to the classroom to teach you the correct and efficient use of Fuji products.

We offer tailor-made trainings according to the requirements of the market. Our training program is based on practical requirements and solutions for daily production.

The topics are presented by competent experts.

In addition to tailor-made training and individual training courses on site, we offer the following topics:

Courses

Minimum number of participants: 3 people

SNC AHC Technician

Duration: 2 days (09:00-16:00 CEST)
Target group: maintenance and troubleshooting

The participants learn:

  • Structure and functions of the machine
  • Clean nozzle and use bearing function
  • Prepare nozzle automatically after job setup
  • Head cleaning and testing
  • Head battery change and MT-reset
  • Data-Management
  • Advanced Nozzle and Head Maintenance
  • Maintenance and troubleshooting

The target groups are employees of the maintenance and troubleshooting team.

These are skilled workers who have been in the manufacturing field for some time.

The Group is responsible for:

  • maintain or repair the equipment
  • Instruct and train operators of the equipment
  • Ensure the availability of the equipment and its smooth functioning
  • continuously improve the process
  • order spare parts and maintenance materials

The training content is conveyed in lectures, jointly developed discussions and also in partner and group work.

  • SNC Specification / Supported Nozzle
  • Job Selection Panel
  • Change Nozzle Operation and changing Inspection Settings
  • Change water
  • SNC Maintenance and Troubleshooting Explanation of the Accessory Software
  • Machine and module configuration
  • Advanced Nozzle Maintenance
  • SNC Data-Management
  • AHC
  • AHC Specification / Supported Head
  • Structure of the AHC
  • AHC operation
  • Head cleaning (air and oil)
  • Head Inspektion
  • Measurements before and after cleaning
  • Change head batteries with AHC
  • Head MT-reset
  • AHC Data Management
  • Head Cleaner Tool
  • Advanced Head Maintenance
  • Troubleshooting
  • Maintenance of the AHC
  • Q A
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Feeder Maintenance Repair

Duration: 2 days (09:00-16:00 CEST)
Target group: maintenance and troubleshooting
Recommendation: prior Technician Training

The participants learn:

  • Structure and functions of the machine
  • Feeder types, supported feeders
  • Feeder Maintenance and inspection
  • Errors und Troubleshooting
  • Feeder adjustment and repair
  • Feeder maintenance with AFMU
  • Advanced feeder maintenance

The target group are employees of the maintenance and troubleshooting teams, familiar with the production environment

These are skilled workers who have been in the manufacturing field for some time.

The Group is responsible for:

  • maintain or repair the equipment
  • Improving the maintenance process
  • continuously improve the process
  • order spare parts and maintenance materials

Lectures, joint discussions, workshop, partner exercises, team work, case studies

***Participants can bring customer feeders for training***

  • Intelligent Feeder Inspection Jig
  • Spec./Supported Feeder
  • Structure of a feeder
  • Feeder maintenance (all sizes)
  • Feeder repair
  • Using the parts list correctly
  • Feeder troubleshooting
  • AFMU Spec, Supported feeder
  • Feeder maintenance and inspection with AFMU
  • troubleshooting AFMU
  • AFMU maintenance and changing consumables
  • Advanced feeder maintenance
  • Q A
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NEXIM Programming für sFAB

Duration: 5 days (09:00-16:00 CEST)
Target Group: programmers, work preparation, shift leaders
The training assumes safe handling of Windows components.

The participants learn:

  • Understanding and mapping the sFAB structure
  • Nexim user interface
  • Import from CAD / BOM
  • Create jobs, parts, part descriptions, packaging and brands
  • Optimize products
  • Program correction on the machine
  • advanced functions of Nexim
  • Evaluation of performance
  • Editing jobs at the machine

The target groups are employees who create, manage and administer NEXIM programs (programmers, work preparation, shift leaders)

The training content is conveyed both in lectures, jointly developed discussions, as well as in partner and individual work.

Independent exercises are carried out to deepen the knowledge.

  • Structure of the SW / What is Nexim (Database, Plan-Do-See etc.)
  • Nexim interface – Smart Operation
  • Working through the “Creating Job’s” workflow together
  • Creation of parts, part descriptions, packaging and brands
  • special functions of the sFAB ( cut clinch, adjoining etc. )
  • special features of the Sidelight Camera
  • Create and configure a production line
  • Optimize / Insert Order
  • Import of Spec Data
  • Handling of radial and axial feeders, cutting unit
  • Additional functions (scan, search, compare, CSV, data checker, approval)
  • Report / Floor Insight
  • Bottom side check, position correction, image capture on the machine
  • Nexim STM ( multipurpose mark, TVR )
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NEXIM Programming „light“

Duration: 3 days (09:00-16:00 or 14:00 CEST)
Target group: Line employees

The participants learn:

  • edit existing programs
  • change component descriptions, packaging and nozzle assignment
  • work with “MEdit” (NXT)/On M/C Edit(AIMEX3, NXTR)
  • optimize programs and feeder setup
  • handle NKS (new kitting station, component verification)
  • work with the Accessory SW for process control

The target group are employees who execute particular program adjustments and optimization tasks while working on the production line

The knowledge will be imparted in lectures, joint discussions as well as during partner – and individual practice.

The acquired skills will be deepened with individual exercises.

  • The concept of NXT/AIMEX/NXTR (module, heads, units etc.)
  • Presentation of NEXIM (Plan – Do – See)
  • Program structure / Nexim Smart Operation
  • Editing Part Data (VT, component description, nozzle etc.)
  • Selection of line, process parameters and optimization settings
  • Transmission of programs
  • Case study for machine malfunction (troubleshooting on the machine and
  • correction of the placement programme)
  • Using the Accessory SW to evaluate the current line performance
  • (line utilization)
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NEXIM „light“ Programming für sFAB

Duration: 3 days (09:00-16:00 or 14:00 CEST)
Target group: Line employees

The participants learn:

  • edit existing programs
  • change component descriptions, packaging and nozzle assignment
  • Editing Front Process Parameters
  • Optimize programs and feeder setup
  • optimize programs and feeder setup
  • Program transfer
  • work with the Accessory SW for process control

The target group are employees who execute particular program adjustments and optimization tasks while working on the production line

The knowledge will be imparted in lectures, joint discussions as well as during partner – and individual practice.

The acquired skills will be deepened with individual exercises.

  • Concept sFAB (modules, heads, units, etc.)
  • Presentation of NEXIM (Plan – Do – See)
  • Program structure / Nexim Smart Operation
  • Editing Part Data (VT, component description, nozzle etc.)
  • Selection of line, process parameters and optimization settings
  • Transmission of programs
  • Creating part data / shape and package independently, using “MEdit” function for adjustments
  • Using the Accessory SW to evaluate the current line performance (line utilization)
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NEXIM Programming

Duration: 5 days (09:00-16:00 CEST)
Target Group: programmers, work preparation, shift leaders
The training assumes safe handling of Windows components.

The participants learn:

  • Understanding and mapping the NXT / AIMEX structure
  • Nexim user interface
  • Import from CAD / BOM
  • Create jobs, parts, part descriptions, packaging and brands
  • Optimize products and product groups
  • Program correction on machine and MEdit
  • advanced functions of Nexim
  • Handling of NKS
  • Evaluation of performance

The target groups are employees who create, manage and administer NEXIM programs (programmers, work preparation, shift leaders)

The training content is conveyed both in lectures, jointly developed discussions, as well as in partner and individual work.

Independent exercises are carried out to deepen the knowledge.

  • Structure of the SW / What is Nexim (Database, Plan-Do-See etc.)
  • Nexim interface – Smart Operation
  • Working through the “Creating Job’s” workflow together
  • Creation of parts, part descriptions, packaging and brands
  • Create and configure a production line
  • Optimize / MJLB
  • NewKittingStation (create feeder, DID, setup verification etc.)
  • Additional functions (scan, search, compare, CSV, data checker, approval)
  • Report/Floor Insight/Acc SW Utilization
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NXT/AIMEX Technician

Duration: 3 days (09:00-16:00 CEST)
The target group is employees from the maintenance and troubleshooting teams, process supervisors as well as operators with extended tasks

The participants learn:

  • Know the structure and functions of the machine
  • know and apply software tools
  • apply the monitoring of the machine sensors
  • store the correct log data
  • to recognize error causes and thus to avoid machine failures
  • remove and install various units
  • know maintenance materials and tools
  • perform maintenance of the machine, placement heads and feeders

The target group consists of employees from the maintenance and troubleshooting teams, process supervisors, and operators with extended responsibilities.

The training content is conveyed in lectures, jointly developed discussions and also in partner and group work.

  • Structure of the machine
  • Units: Conveyor, placement head, belt cutter, mark and component camera
  • Feeder, Pallet, PCU etc.
  • Electrical units and fuses
  • Knowledge of the safety instructions on the machine
  • Explanation of the different traversing axes, meaning of the fiducial marks, 2D codes and sensors
  • Explanation of the operator interface
  • Replacement of the head and nozzle nest
  • Explanation and execution of the auto-calibration – meaning of the measurement nocls and hybrid calibration
  • Explanation of the Accessory Software
  • Machine and module configuration
  • Download of trace data
  • Equipment check with practical examples
  • Removal and installation of cameras, Nozzlechanger and cutter
  • Error detection and search with practical examples
  • Explanation of maintenance work / materials and tools (machine / feeder / placement head)
  • Questions and answers
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NXT/AIMEX Advanced Technician

Duration: 3 days (09:00-16:00 CEST)
The target groups are employees of the maintenance and troubleshooting teams as well as process supervisors.
Completion of a NXT/ AIMEX Technician course is mandatory to attend this course

The participants learn:

  • Know the structure and functions of the machine
  • know and apply software tools
  • master the monitoring of machine sensors
  • replace batteries and restore the machine to an operational state
  • understand the servo system and reset basic positions
  • understand the IPS system and apply knowledge
  • read and change IP addresses of the machine
  • perform various software installations on the machine

The target groups are employees of the maintenance and troubleshooting teams as well as process supervisors.
These are skilled workers (skilled workers, foremen, technicians) who have been working in the manufacturing sector for a longer period of time.
They work on plants and machines of different manufacturers, so they are familiar with the process and industrial plants in general.

The Group is responsible for:

  • maintain or repair the equipment
  • Instruct and train operators of the equipment
  • ensuring the availability of the equipment and its smooth operation
  • continuously improve the process
  • order spare parts and maintenance materials

Lecture, elaborative talks, workshop, partner work, group work, case studies
Knowledge is deepened in independent exercises.

  • Repetition Structure of the machine and environment
  • Accessory SW
  • Software tools
  • Backup / data protection
  • Measures to be taken when replacing the module CPU
  • Measures to be taken when replacing the base CPU
  • Reset of the axes after battery exchange
  • X- Axis
  • Insertion head ( machine AHC )
  • Troubleshooting strategies
  • Handling SW updates ( documentation, various units, CF card )
  • Setting / resetting the IP address
  • Emergency ( Break Down Settings )

In direct combination with the “Technician Training” the seminar duration is 5 days.

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NXTR Technician

Duration: 3 days (09:00-16:00 CEST)
The target group is employees from the maintenance and troubleshooting teams, process supervisors as well as operators with extended tasks

The participants learn:

  • Structure and functions of the machine
  • Software tools and application
  • the monitoring of the machine sensors
  • saving the correct log data
  • recognizing error causes and avoiding machine failures
  • removal and installation of various units
  • maintenance materials and tools
  • maintenance of the machine, placement heads and feeders

The target group consists of employees from the maintenance and troubleshooting teams, process supervisors, and operators with extended responsibilities.

The training content is conveyed in lectures, jointly developed discussions and in partner and group work.

  • What’s inside? NXTR types, module, placement heads, units, options, mechanical and electrical components
  • What’s inside? LCU, Accessory Software, on M/C edit
  • What is this button for ? Menu structure and applications
  • In Out: Installation and removal of various components, safety regulations
  • Troubleshooter: Trace data, fuses, sensors, MCU, APAM
  • Clean Grease: Maintenance of the machine and placement heads
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NXTR Advanced Technician

Duration: 3 days (09:00-16:00 CEST)
The target groups are employees of the maintenance and troubleshooting teams as well as process supervisors.
Completion of a NXTR Technician course is mandatory to attend this course

The participants learn:

  • Know the structure and functions of the machine
  • machine network and internal connections
  • know and apply software tools
  • master the monitoring of machine sensors
  • replace batteries and restore the machine to an operational state
  • understand the servo system and reset basic positions
  • understand the IPS system and apply knowledge
  • develop strategies to find and solve errors
  • perform various software installations on the machine
  • function of LCU

The target groups are employees of the maintenance and troubleshooting teams as well as process supervisors.
These are skilled workers (skilled workers, foremen, technicians) who have been working in the manufacturing sector for a longer period of time.
They work on plants and machines of different manufacturers, so they are familiar with the process and industrial plants in general.

The Group is responsible for:

  • maintain or repair the equipment
  • Instruct and train operators of the equipment
  • ensuring the availability of the equipment and its smooth operation
  • continuously improve the process
  • order spare parts and maintenance materials

Lecture, elaborative talks, workshop, partner work, group work, case studies
Knowledge is deepened in independent exercises.

  • Repetition Structure of the machine and environment
  • Communication with LCU and machine internal communication
  • Accessory SW, LCU Web, I/O Checks
  • IPS – Function and Error Search
  • Download trace data and image
  • Backup / data protection
  • Replacing backup batteries
  • MT reset
    • Zs axis
    • Placement head
  • Troubleshooting Strategies
  • Update machine application software, update various unit
  • Emergency ( Break Down Settings )
  • Recovering CPU box
    • cFast repair
    • SD repair
    • Emergency installer

Combined booking with NXTR Technician reduces the duration to a total of 5 days.

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sFAB Technician

Duration: 3 days (09:00-16:00 CEST)
The target group is employees from the maintenance and troubleshooting teams, process supervisors as well as operators with extended tasks

The participants learn:

  • Know the structure and functions of the machine
  • know and apply software tools
  • apply the monitoring of the machine sensors
  • menu structure of the SFAB
  • to recognize error causes and thus to avoid machine failures
  • remove and install various units
  • know maintenance materials and tools
  • perform maintenance of the machine, placement heads and feeders

The target group consists of employees from the maintenance and troubleshooting teams, process supervisors, and operators with extended responsibilities.

The training content is conveyed in lectures, jointly developed discussions and also in partner and group work.

  • Structure of the machine
  • Units: Conveyor, placement head, CC unit, mark and component camera
  • Axial-Radial Conveyor, MTU, etc.
  • Electrical units, fuses and batteries
  • Knowledge of the safety instructions on the machine
  • Explanation of the different travel axes,
  • Explanation of the operator interface
  • Replacement of the head and Nozzlestation
  • Machine sensors, MTU, CC unit
  • Explanation / import of the Spec Data
  • Download of trace data
  • System Tools ( backup, restore )
  • Error detection and search with practical examples
  • Explanation of maintenance work / materials and tools (machine / feeder / placement head)
  • Questions and answers
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“the right direction” – How do I check the correct position of a component?

Duration: 2 h online
Requirement: NEXIM, Shape Data

The participants learn:

How do we prevent the wrong placement of components

  • during the verification of the component
  • using the “bottom mark” function
  • using VT18 / VT19
  • by using the TVR function

Programmers, shift supervisors, process managers MA

Participants are familiarized with the procedures in an online webinar

  • NKS functions for component position recognition
  • Shape / bottom mark function
  • Shape/VT18/VT 19
  • Seek lines details
  • TVR Spezifikation
  • TVR pickup position
  • TVR direction check
  • QA
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Training according to customer requirements

Duration depends on individually created agenda

NEXIM User Workshop

Our experience over the past months and years has shown us that the exchange in the daily work of programmers and experienced line operators is enormously important. During workshops and training sessions, we not only present our company, products and services, but also listen to you in order to give you the best advice and offer you suitable solutions. In addition, we, and also you as a participant, get a lot of new input and have the opportunity to make new contacts.

We want to offer this uncomplicated exchange to you as a NEXIM user in the form of the regular FUJI NEXIM User Workshop.

Ideally, you won’t even have to travel far to attend as it takes place online.

This workshop is reserved exclusively for our customers – your participation is free of charge.

Bei Interesse melden Sie sich gerne hier an und wir informieren Sie wann der nächste Termin geplant ist.

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FUJI user meeting

As a user, we would like to offer you a platform for the exchange of experiences and at the same time present exclusive news from the FUJI world.

For this reason, we regularly organize a FUJI user meeting. Currently, this series of events exclusively takes place in Germany and is conducted in the German language.

It is particularly noteworthy that the program also includes a tour of a production hall to learn about the working methods and strategies of other companies.

This event is reserved exclusively for our customers – your participation is free of charge.

If you are interested, please register here and we will be happy to inform you about the next scheduled date.

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E-Learning: Expand Knowledge Flexibly – Your Digital Support Upgrade

More knowledge. Less downtime. Better support.

Modern production environments place ever-increasing demands on operators and technicians. To operate FUJI systems efficiently and safely, solid training is essential. However, long in-person training sessions are often difficult to plan in a busy workday. That’s where our E-Learning offering comes in – a paid premium extension of our Customer Support, already in active and highly positive use by many of our customers.

E-Learning: Your direct support in day-to-day operations

Our E-Learning platform enables you and your team to complete FUJI training courses anytime, anywhere – flexibly via PC, tablet, or smartphone. Learn at your own pace, revisit content as often as needed, and ensure lasting learning success. Whether beginner or experienced user – our digital training modules offer content tailored to every skill level.

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Contact

For details and purchasing options, please contact your designated Sales Manager or reach out to Inhouse Sales at

sv.heimburger@fuji-euro.de

Mehr Wissen. Weniger Ausfallzeiten. Besserer Support.

Ihre Vorteile auf einen Blick:

  • 24/7-Zugriff auf professionelle Trainings – weltweit
  • Hochwertige Videotrainings statt langwieriger Handbücher
  • Selbstbestimmtes Lernen, ideal für den beruflichen Alltag
  • Wissenstests zur Überprüfung des Lernfortschritts
  • Inhalte zu Betrieb, Wartung, Programmierung und Praxistipps
  • Mehrsprachige Inhalte (je nach Verfügbarkeit)

Schon gewusst?

Kunden, die unser E-Learning einsetzen, berichten von deutlich mehr Handlungssicherheit im Umgang mit FUJI-Systemen.

Unser E-Learning-Angebot ist eine lizenzbasierte Zusatzleistung, erhältlich für verschiedene Nutzergruppen (z. B. 5 oder 10 Benutzer, 1 oder 3 Jahre Laufzeit). Die Investition lohnt sich – nicht nur für die Produktivität, sondern auch für die Sicherheit und das Fachwissen Ihrer Mitarbeiter.

Nutzen Sie das volle Potenzial Ihrer FUJI-Anlagen – mit unserem E-Learning als starkem Baustein.

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Customer Process Support

Our customer process support is a team of highly qualified employees who are exclusively dedicated to the concerns and wishes of our customers. This team has a high level of process know-how and it is impossible to imagine Fuji without it – which is also proven by the consistently positive feedback from our customers.

The team, consisting of 4 process technicians, supports in the area of

  • Analysis and development of production processes
  • Implementation of product and investment tests
  • Work on production machines/plants (mainly placement machines but also printers)
  • Planning, calculation and implementation of technical projects at/for the customer
  • Cooperation with machine suppliers
  • Interfaces (sales, service)

Whether you are looking for hands-on testing, evaluation, custom debugging, or NPI consulting, our team looks forward to bringing the latest Fuji technologies to your facility. Please contact our sales department. We are looking forward to assist you with your new and existing factory requirements.

Democenter

In an ultra-modern demonstration centre there is an “intelligent factory”, in which includes all the major equipment we currently sell. In this environment you can use your existing system or other systems under consideration with the latest equipment from Fuji. Demos with cycle time studies can be compared with your boards and parts can be executed, provided they were delivered in advance.

The Demo Center is a hands-on research, development and testing area where potential and current customers from all over the world can access our devices and technologies. Our state-of-the-art centre offers a fully functional SMT line, including SPI, AOI and labour-saving solutions, and the latest machine models from Fuji.

In this environment, users can use their existing system or other considered systems with the full range of SMT devices, automation tools and the Nexim Smart Factory software from Fuji.

Fuji measures rates and capabilities to ensure that end user requirements are met. Demos can be made with Fuji’ s PCBs and components or with those of customers can be performed. Finally, demos can also be used for cycle time studies for our customers that are considering an upgrade.


Sales

Competent consultation

Our sales managers are our direct interface with our customers. Together with you we configure the optimal solution based on your individual specifications.

An ideal mixture of experienced employees and young specialists is driving our innovative strength in sales. Through the regular participation in training and further education programs our employees are always up to date.

Get your benefit out of this competence and let us advise you comprehensively. Together with your personal Area Sales Manager, visit our Demo Center in Kelsterbach or experienced application customers in Europe.