Industrial systems are only as valuable as their uptime. When a control system faults, a drive fails, or a robotic cell goes down, the cost of standing still adds up fast. At Premier Automation, service is not an afterthought. It is a core part of what we deliver, and it is backed by the same engineering depth that goes into every system we design and integrate.

We sat down with Jim Acre, Service Account Manager for Premier's service department, to talk about how Premier approaches service across automation, drives, and robotics, and what manufacturers can do to keep their operations running at their best.

Three Departments, One Standard of Expertise

Premier's service organization covers automation, drives, and robotics, each staffed by engineers and technicians with deep, hands-on knowledge in their field. Jim, who brings 35 years of industry experience as a maintenance manager, electrician, electrical technician, and plant engineer, oversees service across all three and has a clear view of what separates Premier from other service providers.

On the automation side, Premier's team provides expert troubleshooting, programming support, and engineering across Allen Bradley, Siemens, Rockwell, Mitsubishi, and a wide range of SCADA platforms. The drives department supports new and retrofit applications for AC and DC drives up to 10,000 horsepower, including tuning, repair, installation, and system integration. Premier's robotics team delivers field service, preventive maintenance, mechanical and electrical repairs, and program troubleshooting across major platforms including FANUC, Yaskawa, Staubli, and ABB.

What connects all three is the caliber of the people behind them. As Jim put it: "We have people here who understand legacy equipment that most shops have never seen. And we have engineers keeping up with everything that is coming next. That range is what makes a real difference when something goes wrong."

The Real Cost of Reactive Maintenance

Depth of expertise only matters if manufacturers can access it before a crisis forces their hand. Too often, maintenance decisions get deferred until something stops, and by then the cost of standing still is already climbing.

Jim has seen this plays out across industries for decades, and he is direct about what it means for operations.

"Breakdowns are very costly. There is no doubt about that. Uptime is the biggest factor driving companies to change their approach. If they would apply the right maintenance strategies, equipment runs at peak performance."

Unplanned downtime does not just stop a line. It creates a cascade of costs: emergency labor, expedited parts, production gaps, and in some cases reengineering work when documentation has not been maintained. The manufacturers who get ahead of that cycle are the ones investing in prevention rather than recovery.

How Premier Works Without Disrupting Production

Understanding the cost of reactive maintenance is one thing. Finding a service partner who can address problems without adding to the disruption is another. Premier's approach is built around minimizing that impact while solving problems completely.

Most diagnostic and troubleshooting work can be performed without stopping production. Programming changes can often be developed and tested offline, then implemented during a planned outage or shift change. Where physical repairs require a full lockout, Premier's team works with customers to align that work with scheduled downtime so the impact is controlled and anticipated, not added on top of an already difficult situation.

Documentation is part of that process. Every service visit generates a field service report with detailed site notes, giving customers a clear record of what was done and a reference point for future decisions. Continuity of knowledge like this is exactly what separates manufacturers who get ahead of failures from those who keep reacting to them.

The Shift Toward Predictive Maintenance

The industry is moving, and the manufacturers best positioned for the future are the ones changing how they think about maintenance today. Jim has watched this shift accelerate over his career, and he sees technology as one of the key drivers.

"Remote access has dramatically increased the efficiency of support. You can go online, get to their equipment, review the program, troubleshoot, and diagnose problems without anyone having to travel. That means faster response and less downtime for the customer."

Beyond remote access, AI is beginning to reshape how engineers and technicians approach diagnostics, particularly in environments where documentation on older equipment is incomplete or unavailable. Data-driven maintenance, where companies track failure history and use it to anticipate future failures and plan proactive replacements, is becoming a competitive necessity rather than an advanced practice.

"The companies that are recording what happens with their equipment, tracking response times, charting failures, those are the ones that will be well ahead of the rest. It's very important with equipment this sophisticated."

Premier is investing in the same direction on behalf of its customers, and it starts with the people delivering service.

What to Look for in a Service Partner

When evaluating a service and integration partner, the criteria matter. Jim's perspective, shaped by decades on both sides of that relationship, is straightforward.

The right partner brings expertise across controls, drives, and robotics. They develop solutions that fit your specific environment. They document their work thoroughly. They are available when you need them, including around the clock. And they are transparent throughout the process, from quoting through project completion.

For manufacturers managing aging infrastructure, one criteria rises above the rest: does the service organization actually know your equipment? Legacy systems require knowledge that takes years to build and is easy to lose. Premier has built and maintained that knowledge deliberately, and continues to invest in the training that keeps its engineers ahead of what comes next.

As Jim put it: "Training is of the utmost importance. With the advancements in digital manufacturing, robotics, and automation, service and support must also advance. If you want to lead in the service field in the future, you have to invest in it today."

For manufacturers who need a service partner that is as invested in their operation as they are, Premier brings the expertise, the availability, and the long-term commitment to back it up. The goal is not just to solve today's problem. It is to make sure the next one never happens.