- Do the right thing
- Enjoy our work
- Build sustainable relationships
- Follow through
That being said, we encourage our current maintenance customers to contact us prior to contacting Siemens. Our process involves documenting your issues within our CRM, creating a history and a case number. We then assign your request to the appropriate Applications Engineer (AE). Although most cases are resolved within hours (if not during the initial phone call), some take time to research; our AE’s are instructed to return a resolution or escalation to you within 24 hours. In some cases, we will log an incident or problem report with Siemens GTAC to be fixed in an upcoming maintenance pack or release.
Though our team may be small in number, we are extremely knowledgeable in what we do, and we’ve been working together for a very long time. This allows us to distribute our support and service requests to the Applications Engineer who can best provide the solution for your particular case.
Andy Schaefers – A member of the Acuity team since 1999, Andy has been in the business for 25 years. He has many years of CNC programmer experience; his areas of design and manufacturing expertise include, but are not limited to: Sheet metal, Wax Mold, Molded and Castpart, Injection Mold, EDM Electrode, 5-axis CAM programming and Stress Analysis. This wide range of experience allows Andy to quickly understand the problem from your perspective, offering solutions that work.
Andy offers expert support, custom training and post-processor services for Solid Edge and NX CAM.
Pat Kennedy – Our resident Teamcenter, NX CAD and I-Deas expert, Pat’s deep PLM experience with I-DEAS TDM and Teamcenter (which includes many successful CAD and PLM migrations) help him better assist companies to implement and leverage NX and Teamcenter to their greatest advantage. His seven years of design engineering experience in the automotive and consumer products industries enhance his nearly fifteen years of experience in consulting, implementing, training and supporting CAD, CAE and PLM software.
Ron St. Denis – With over 35 years of experience in manufacturing as a machinist, CNC programmer and Manufacturing Engineer for Pratt-Whitney, Ron fully understands what you deal with every day. He has specialized in all aspects of conventional machining technologies including: Multi-Axis Milling, Drilling, and Turning, as well as non-conventional metal cutting technologies such as water jet, laser, plasma and Wire EDM. Ron has also been involved with the implementation and utilization of CAD/CAM, PDM, and ERP systems throughout his career.
Ron covers Solid Edge, NX CAD/CAM, as well as macro and post-processor services.
In addition to our Senior Applications Engineers, we also have Cam McKasson and Sarah Dimeo who can resolve a variety of issues including (but not limited to) licensing and software installation.
CONTACT OUR SUPPORT LINE
We have 4 different ways to contact us for support (links are clickable). Though our hours are technically 8AM-5PM Pacific time, we do monitor our support email 24×7.
- Email (firstname.lastname@example.org)
- Phone (877-228-1750 or 888-747-0850)
- Acuity Support Page, which contains licensing documents, etc.
- Support Request Form
Thanks for reading.