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Service & maintenance - HEINEN & HOPMAN 2020 © 1Service
& maintenance - HEINEN & HOPMAN 2020 ©1 Ventilation Air
Conditioning RefrigerationHeating
PROVIDED BYHEINEN & HOPMAN
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SERVICE & MAINTENANCESERVICE & MAINTENANCEFully
customised service & maintenance contracts Regular periodic
maintenance | 24/7 emergency support | remote support | worldwide
support on client location
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COMPANY INTRODUCTION
Heinen & Hopman is a reliable partner in the global maritime
sector, offering top quality products and service in the field of
climate control (HVAC & Refrigeration). The no-nonsense and
entrepreneurial character of the founders who established the
company in 1965 is still one of the main cornerstones of Heinen
& Hopman. We support our clients using our knowledge and
experience by realising the best possible climate control
solutions; either fully customised or with varying degrees of
standardisation. Like our clients, we are continuously active on a
global scale to ensure that we can always be of service. We are
also constantly searching for sustainable innovations as we aim for
the best and very latest solutions in collaboration with our
clients. Heinen & Hopman is critically aware that a company’s
greatest asset is its employees – it is they who represent the
added value of our business. Our goal is to continue to expand in
the global market for maritime climate control solutions in a
future-proof way.
In short, you can rely on Heinen & Hopman to deploy the
know-how and expertise required to solve any heating, ventilation,
air conditioning and refrigeration issue onboard ships. We see
complexity as a challenge, no matter where your vessel may be.
OPERATING GLOBALLY
Global networking is crucial in every line of business and the
shipping industry is certainly no exception. Being able to offer
the highest quality of service and products to our clients at all
times and in all places is of enormous importance to us. This is
why Heinen & Hopman aims to keep expanding our network and
know-how and ensure we are exactly where our clients need us to
be.
Americas
Europe
Asia3
Countries11Offices
3Factories
220Employees
11Countries
22Offices
4Factories
1200Employees
7Countries
10Offices
7Factories
380Employees
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INTRODUCTION
Heinen & Hopman knows your yacht is an investment in
creating a perfect way of spending your rare spare time in life.
The air conditioning system has a great impact on the ambience and
comfort onboard. When stepping indoors, you expect to chill out in
an area with the right temperature and humidity level. Furthermore,
the air conditioning should be whisper quiet and - most importantly
- work perfectly at all times. We take good care of our clients by
offering global 24/7 service and spare parts availability. You can
count on us any time you may need HVAC assistance. We support
clients with our personal service and proactive advice: before,
during and after developing a solution. To keep your HVAC system
fit, periodic maintenance is advised as regular preventive
check-ups are crucial for a properly functioning HVAC system. A
healthy HVAC system minimises the risk of system failure - causing
down time at inconvenient moments – and guarantees an optimal
indoor climate while simultaneously reducing power consumption. The
result: an energy-efficient, healthy and environmentally friendly
HVAC system.
Besides offering periodic maintenance, we also offer contractual
24/7 service, including telephonic support and fast action.
In overall you can depend on our service team for:• Regular
periodic maintenance• 24/7 emergency support• Remote support•
Worldwidesupportonlocation
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REGULAR PERIODIC MAINTENANCE
Through a customised maintenance matrix - which states over what
period HVAC systems need to be checked - Heinen & Hopman
engineers will check the current state of the main components.
During those maintenance checks, the crew onboard will be trained
to carry out simple maintenance and system checks themselves.
The following contractual contents can be taken into
consideration:• Heinen & Hopman personnel travel to- and
leaving client’s site• Maximum working hours/days onboard
and
maximum travel hours/days• Engineers will work according a
pre-defined
maintenance matrix• Maintenance records for each HVAC
component
and/or system will be issued after each service visit
• Maintenance report with day by day work, conclusion and
recommendation will be issued after each visit
• Exchange of components on client’s request• On the job
instructions for the crew and on-shore
personnel during HVAC system checks• Preventive health checks
with respect to air
quality and pollution of ducting• Inspection of F-gas
installation in accordance
with the latest mandatory EU regulations• Spare parts inventory
check
Contractual maintenance can be divided into three different
disciplines, depending on the installed onboard HVAC system. Each
discipline requires trained, skilled and certified engineers to get
the job done in a safe and effective way.
Service Engineer - skilled service for all cooling equipment
onboard• Check on F-gas installation in accordance to the
latest mandatory EU regulations• Checks oil levels and quality
of it• Refill/replaces oil or refrigerant• Checks and repairs
refrigerant leaks• Checks and repairs filter/drier cores and
sight
glasses• Checks the power and control panel
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Commissioning Engineer - skilled all-round HVAC specialist who
is able to provide services for all HVAC related issues• Tests and
calibrates switches, sensors and
transmitters• Checks sound, pressure and air flow measurements•
Checks water flow measurements and adjustments• Makes adjustments
to dampers and controls• Replaces electrical components• Performs
maintenance and makes adjustments to
instrumentation • Performs maintenance to humidification system•
Performs troubleshooting for PLC controlled HVAC
systems• Tests and makes adjustments to flow control valves•
Checks electrical connections to HVAC components• Trains and
instructs the operations crew
E&I/PLCSoftwareEngineer-skilledengineerwhoisabletodomodificationstoHVACrelatedelectricalsystems
and control/monitoring systems• Performs checks/modifications to
software• Performs checks/modiciations to HMI options and
layout• Performs checks/modiciations to control and
monitoring systems• Performs checks/modiciations to alarms and
alarm
signals• Performs checks/modifications to programmed
set-points• Performs troubleshooting on ICSS/F&G related
items• Performs troubleshooting on network issues
(Modbus® and Profibus®)• Repairs and replaces components within
HVAC
control panels• Checks electrical connections of HVAC
components• Trains and instructs the operations crew• Advice in new
features
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24/7 EMERGENCY SUPPORT
Per contract, Heinen & Hopman has a dedicated emergency
support phone number available in case of any HVAC emergency. At
first the call will be registred, so the correct follow-up can be
arranged. Depending on the problem, a certified Heinen & Hopman
engineer will be in contact within two hours after
registration.
Overall the client will receive the following:• Contract number:
19418xxx• Emergency phone number: +3133299xxxx• Dedicated email
contact:
[email protected]• Guaranteed phone availability:
24/7 at 365 days a year• Response call centre time: max. 2 minutes•
Response H&H emergency support time: max. 2 hours
after call registration
Service levelsIn case you want to rely on guaranteed telephonic
support by a 24/7 service and fast action, we advise you to
conclude a service contract. Heinen & Hopman has defined
multiple approaches to determining service levels, in order to meet
the client’s needs and wishes. You will get a personal telephone
number which is accessible for immediate assistance 24/7. The
Heinen & Hopman service team will come into action and send a
technician to the relevant site anywhere in the world if remote
assistance cannot solve the problem. In agreement with the client,
terms & conditions and finally additional requirements are
discussed.
24/7 worldwide service with direct responseRemote service for
all HVAC related equipment, to be defined in the contract. As a
client you can call us anytime and expect direct response - within
two minutes - from a dedicated Heinen & Hopman employee. A
problem ticket will be generated and immediate technical support
will be arranged within two hours.
24/7 worldwide service with response in 24 hoursRemote service
for all HVAC related equipment, to be defined in the contract. As a
client you can call us anytime and expect direct response - within
two minutes - from a dedicated Heinen & Hopman employee. A
problem ticket will be generated and technical support will be
arranged within 24 hours.
24/7 worldwide service with response on next working dayRemote
service for all HVAC related equipment, to be defined in the
contract. As a client you can call us anytime and expect direct
response - within two minutes - from a dedicated Heinen &
Hopman employee. A problem ticket will be generated and technical
support will be arranged the next working day.
A 24/7 service and/or maintenance contract often includes
onboard spare parts inventory management, remote online assistance
and preventive maintenance as well, resulting in an all-in-one
contract.
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REMOTE SUPPORT
Most trouble and problems can be solved by means of telephone
support, as Heinen & Hopman has the knowledge in-house. Heinen
& Hopman engineers are able to login into the HVAC system
remotely, when installed, and monitor several HVAC systems for
conditions and alarms. Besides checking your current system state,
parameters and active data, they are able to change and update
software settings remotely.
The following contractual contents can be taken into
consideration:• Incident acknowledgement and registration;•
Transfer of incident to a qualified engineer;• Analysis and
diagnostics of the incident;• Remote (telephonic) service by a
qualified technician;• Problem reports and follow-up of actions;•
Organize and plan service visit onboard if required;• End of
incident to be confirmed by engineer and client in writing.
Remote support includes back-up of HVAC specialists where
required.
WORLDWIDE SUPPORT ON LOCATION
When problems cannot be solved remotely, a team of Heinen &
Hopman service engineers are stand-by to travel to any location and
solve the problem onboard. We have a global network of subsidiaries
and after-sales centers to offer quick, on-site support.
If you are interested in a fully custom 24/7 service contract,
please contact our service department at
[email protected] for more detailed information.
Fort Lauderdale
West Palm Beach
La CiotatAntibes La Spezia Istanbul
BarcelonaPalma de Mallorca
Don’t hesitate to contact us for more information about our
service options. We are eager to explain the possibilities for your
vessel or structure.
Scan the QR-code or visit heinenhopman.com
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www.heinenhopman.com
Heinen & Hopman encourages a more
sustainable world. By providing eco-friendly solutions and
serviceswe offer our clients
the option of reducing energy consumption
and thus CO2 emissions.
Ventilation Air Conditioning RefrigerationHeating
PROVIDED BYHEINEN & HOPMAN
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Do you require more information about our services or would you
like to know more about our 24/7 contracts? I am keen to help you
further!
“
“
Jaco Heinen- Service & Maintenance Manager
[email protected]
AustriaT: +43 1720 1309E: [email protected]
BrazilT: +55 213 587 4241/4244E: [email protected]
CanadaT:+1 450 659 6571E: [email protected]
DenmarkT: +45 5164 1614E: [email protected]
France - La CiotatT: +33 4 4204 8685E:
[email protected]
France - AntibesT: +33 4 8902 4562 E:
[email protected]
GermanyT:+49 4073 1680E: [email protected]
GermanyT:+49 471 9869 300E: [email protected]
IndiaT: +91 336 499 1293E: [email protected]
ItalyT: +39 187 187 8500E: [email protected]
The Netherlands (HQ)T: +31 33 299 2500E:
[email protected]
The Netherlands - RotterdamT: +31 18 020 9210E:
[email protected]
NorwayT: +47 6919 0900E: [email protected]
Peoples Republic of ChinaT: +86 213 253 2896E:
[email protected]
Peoples Republic of ChinaT: +86 510 8528 1763E:
[email protected]
PolandT: +48 914 331 800E: [email protected]
RomaniaT: +40 236 448 222E: [email protected]
RussiaT: +7 812 449 3535E: [email protected]
SingaporeT: +65 6897 7879E: [email protected]
South KoreaT: +82 704 901 0000E: [email protected]
SpainT: +34 932 259 668E: [email protected]
SwedenT: +46 3121 7500E: [email protected]
TurkeyT: +90 216 493 8118E: [email protected]
UAE - Abu Dhabi T:+971 2550 4147E: [email protected]
UAE - DubaiT: +971 4263 5453E: [email protected]
USA - Seattle, Washington T: +1 206 632 7883E:
[email protected]
USA - Fort Lauderdale, FloridaT: +1 954 463 0110E:
[email protected]
USA - Houma, Louisiana T: +1 985 876 7982E:
[email protected]