Your Partner in Service
— Every Step of the Way
Modern logistics systems require more than automation—they need a service approach that evolves with your business. At KNAPP, we support you throughout the entire life cycle of your system, from setup and ramp-up to everyday operations and evolving requirements. As your business changes, we help you adapt, identifying opportunities to modernize and optimize your installation for long-term success.
Our Service Approach
Keeping you Ahead of the Curve with Intelligent Data
- Condition Monitoring
- KiSoft CMMS
- KiSoft Analytics
- Resource Management
Preventing Standstills Before Issues Occur
- Ramp-up Services
- Spare Parts Management
- Resident Services
- Inspection & Maintenance
- Health Check
- Testsystem Support
- Control Room Support
- Multi-Site Control Center
- IT Security
- Global Service Academy
- Retrofit
Keeping You Up and Running with Dependable, Responsive Support
- Service Desk
- Call-out Service
- Repair Service
- Service Delivery Management
"Customer service is no longer reactive—it’s predictive, data-driven, and deeply integrated into the automation lifecycle."
Customer Service at a Glance
Onsite Engineers in
North America
Customer Service Members in
North America
Onsite Engineers
Worldwide
Customer Service Members
Worldwide
Customer Service Support
Global Training Center Courses
Global Service Subsidiaries
Configurable Services
Intelligent Customer Services
Our service portfolio covers everything from On-site Resident Support to IT Services, Spare Parts Management and Maintenance programs, along with Digital Tools and Retrofit options for modernization. These configurable modules ensure flexibility and continuous improvement, so your automation investment delivers long-term performance and value.
Our Intelligent Customer Service Portfolio
Centralized Service Desk For Fast Customer Support
Our Service Desk is the central hub for fast, expert support—available 24/7/365. We offer tiered support levels to match the complexity of your systems and the urgency of your needs.
Our Service Desk technicians are trained across our full solution portfolio, ensuring that every call is handled with precision and care. From remote diagnostics to escalation management, we make sure your issue is resolved quickly and thoroughly.
- 24/7/365 Availability: Global coverage with local responsiveness
- Remote Diagnostics: Fast issue identification using live system data
- Escalation Management: Structured handoff to engineering or on-site teams when needed
- Knowledge Base Access: Immediate reference to system documentation and past resolutions
- Multilingual Support: Technicians fluent in multiple languages
Efficient Spare Parts Management for Maximum Uptime
We provide a tailor-made starter set of spare parts for your system that is geared towards your needs based on operating hours and availability. Afterwards, you receive personal consulting so you always have the right mix of spare parts on hand.
As part of our smart maintenance strategy, we approach spare parts management with a data-driven, life-cycle-focused strategy to maximize system availability and reduce costs for our customers. Instead of relying on traditional, time-based maintenance schedules, our intelligent systems use Condition Monitoring to assess the actual health of components.
Data is collected from operational systems and fed into the KiSoft CMMS, which generates maintenance tasks for service technicians when a part actually needs replacement.
Your Benefits at a Glance:
- Tailor-made spare parts packages and demand-oriented supply
- Professional spare parts consulting
- Lifecycle Management: Information and recommendations about last time orders
On-Site System Support And Performance Optimization
With a team of more than 1,500 experts, our engineers handle both mechanical and electrical components. Through proactive monitoring, system analysis and real-time support, the team identifies potential improvements, prevents standstills and deploys permanent resolutions to your site.
We take responsibility for all the technical aspects of the system as well as personnel management, including recruitment and covering shifts if an employee is not available. This approach removes operational and personnel management risks, enabling supply chain professionals to plan costs predictably three to five years in advance.
At a Glance: What Your Resident Team Does
- Scheduled Preventive Maintenance
- Reactive Maintenance
- Continual Improvement
- Reports & Meetings
- Spare Parts Management
- Management & Administration
- Predictive Services
Rapid Response and Localized Expertise
At KNAPP, our Field Service Technicians are situated in our global service subsidiaries. They ensure rapid response times and provide everything needed to keep systems running at peak performance:
After the visit, our Field Service Technician will inform you of the current condition of your system, changes in the spare parts stock as well as any other requirements—everything visible in our service platform e-insight.
Your Benefits at a Glance
- Prevention: System failures and downtimes
- Life Cycle Management: Extending the service life of the system and wear reduction
- Potential improvements/Health Check: Technical status quo of system, including recommendations
KNAPP Health Check
A comprehensive technical evaluation is an effective way to confirm that your system is performing reliably. This is especially important when preparing for higher order volumes or troubleshooting fluctuations in system availability. It also helps determine which technical adjustments and spare parts will be needed to keep operations stable until a planned modernization or end of life.
Health Check provides an objective assessment of the system’s current condition, complete with photographic documentation, risk analysis and clear recommendations. This provides a solid foundation for informed decision‑making while helping ensure long‑term system performance.
- Designed for planned modernization or peak periods
- Acoustic, visual, mechanical and electrical evaluation
- Minimal impact on daily business
- Risk analysis and summary of all recommended actions, including spare parts
- Budget and future investment transparency
Integrated IT Platform and Comprehensive Service Solutions
Cybersecurity is more critical than ever, and its risks—including reputational damage, operational downtime and repair costs—are serious. Beyond protecting against cybercrime, maintaining a stable system also boosts the entire installation’s performance.
Our comprehensive portfolio includes continuous IT infrastructure monitoring. It ensures functional backups, high availability and consistent installation of necessary updates and anti-virus programs. When irregularities are detected, immediate action is taken.
KiSoft Security Protect
Using modern antivirus software, we protect your KNAPP servers and clients from threats such as viruses or ransomware. We update the security software on a daily basis and provide automated micro-updates through our secure KNAPP VPN. If our systems detect a potential threat, our KNAPP Service Desk experts are automatically alerted.
Update Services
We test the necessary updates and firmware patches, the operating system and, if required, the database. Then we install everything after consulting with you. To ensure smooth operation, we prioritize patches for critical security flaws and make them available immediately.
System Monitoring
Your IT system is taken care of—automatically, proactively and 24/7, all thanks to monitoring software. If interferences are detected, the technicians from the Service Desk take immediate action. Personalized dashboards offer greater transparency.
Capacity Management
Long-term data collection enables early identification of trends that could lead to system failures or resource bottlenecks. Together, we develop solutions before issues arise.
Backup System Check
An on-site inspection of your server room will show us where there’s potential to increase the stability, reliability and security of your IT infrastructure. We also check your data security and system stability and ensure that high availability and system recovery are functioning reliably.
Extended Backup System
By regularly checking on the backups and restarting the KNAPP servers, we ensure that they run with the best possible stability. We keep a close eye on the created system backups, so should a server fail, your data can be restored at any time.
Vulnerability Management is designed to proactively identify, assess and mitigate security vulnerabilities across IT and OT infrastructures. It combines advanced scanning technologies with expert analysis from the KNAPP Security Operation Center (SOC) to deliver actionable insights and prioritized remediation strategies.
Our Vulnerability Management services are not a one-time assessment, but a continuous process integrated into our customers’ IT lifecycle. It supports both new and upgraded systems and is aligned with the latest security standards and compliance requirements.
All findings are documented in detailed reports including a score that reflects the severity and urgency of each identified vulnerability.
It is a key element in KNAPP’s holistic approach to IT security—designed to reduce risk, enhance system integrity and support long-term operational excellence.
Customer Service Through Smart Digital System Solutions
With KNAPP’s data driven service strategy, operational data is transformed into actionable insights. Our digital tools help teams respond faster, plan smarter and maintain higher system availability. From KiSoft CMMS and Resource Management to Analytics and Condition Monitoring, our services were designed to support this mission—provide transparency, flexibility and proactive decision-making across every touchpoint.
Digital Services for the Entire Life Cycle
KiSoft CMMS, a Computerized Maintenance Management System, streamlines maintenance management.
Its key features include integrated scheduling for technicians and efficient spare parts inventory management. This includes stock management and an optional interface with an Enterprise Resource Planning (ERP) system.
An interface to KiSoft SCADA provides real-time machine condition data and facilitates the automatic creation and prioritization of tasks as soon as a problem occurs.
The Resource Managment solution helps clients deploy existing resources optimally, directing them precisely where and when they are needed.
This allows businesses to meet required order volumes at the lowest possible cost. The solution provides proactive operations scheduling and system support for daily business, continuously lowering operating costs per unit.
KiSoft Analytics transforms vast amounts of data into structured information. This information is then displayed clearly on standardized, yet individually customizable dashboards for employees.
The system accesses all sources of data within a client’s system, eliminating the need for manual data preparation or recording. The result is a solid foundation for robust decision-making.
Condition Monitoring uses built-in sensors and integrated software solutions to continuously record data from a system. Our machine learning algorithms process this data to generate predictive recommendations.
These recommendations can be linked to predefined thresholds within KiSoft Analytics or automatically converted into tasks within KiSoft CMMS, allowing analog signals to be transformed into actionable digital information.
3 Target Areas for Successful Enhancements & Retrofits
Our engineers are the key when it comes to system enhancements, retrofits and transforming logistics systems for future business needs.
Our approach aims to capitalize on existing infrastructure and utilizes historical data to develop a strategically sound business case. It ensures modernization investments fulfill operational performance goals, address environmental considerations and drive long-term profitability.
Optimizing and balancing these four parameters is what ultimately determines the success of a business case:
- Technical availability
- Overall system capacity utilization
- Current system performance
- Operating process quality
Explore Our Products
KiSoft & SAP® Software Solutions
KiSoft & SAP® Software Solutions
Automated Storage & Retrieval Systems (ASRS)
Automated Storage & Retrieval Systems (ASRS)
Autonomous Mobile Robots (AMRs)
Autonomous Mobile Robots (AMRs)
Workstations & Paperless Picking
Workstations & Paperless Picking
Quality Assurance & Master Data
Quality Assurance & Master Data
Healthcare & Pharmacy Solutions
Healthcare & Pharmacy Solutions
Learn more about our Intelligent Customer Service Portfolio
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Meet Your Value Chain Tech Partners
Deep Tayal
SVP, CUSTOMER SERVICE
NORTH AMERICA
Deep is a senior logistics and automation executive known for transforming service and operations at scale. He blends engineering, sales and North America P&L leadership to drive uptime, customer value and profitable growth. He’s led greenfield deployments and brownfield turnarounds across retail/e commerce, building high performing teams and scalable service frameworks.
Jerry Trejo
DIRECTOR OF AFTERMARKET
SALES & SERVICE
Jerry leads the commercial customer service organization at KNAPP U.S. across account management, digital solutions and spare parts/consignment. An industrial engineer with global experience, Jerry has built high-performing aftermarket teams supporting complex, high-value operations in U.S. and international markets.