Ready for work

with ZF Aftermarket
After-Sales-Services for Special Vehicle Systems
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Content
04 Comprehensive service from one hand
05 Service of the future
06 Global ZF service concept
08 Our services
10 Internationally present in all markets
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Mobile with
ZF Aftermarket
worldwide.
As technology leader for driveline
and chassis technology, ZF consid-
ers itself not only a manufacturer,
but also a reliable partner who sup-
ports you throughout the lifecycle
of your vehicles. And that worldwide.
Wherever you may need us, ZF
Aftermarket supports you with its
own comprehensive service network
and the entire range of after-sales
services. From prompt genuine parts
supplies via technical service, up to
consultancy and training. Quickly,
directly, reliably.
In a nutshell: ZF Aftermarket links
powerful top-quality products with
excellent services to provide a
unique, premium offer.
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Global ZF
service concept
Depending on the product complexity, ZF offers OEM
variously comprehensive service concepts which are basically
globally applicable and are divided into three categories.

The determination of an appropriate and tested service-

concept takes into account both the customer and
market expectations; it is based on a feasibility test
regarding the co-operation with partners. Once the
implementation is ensured we accompany our project
teams globally in the operative establishment of new
service locations and initiate improvement projects.

The operative implementation of a service concept

involves the effective linking of knowledge between ZF
and its partners together with the best possible support
and competence in the service process. For this there
are three service levels which should enable a basic
division of the service facilities and define their standard-
performance capabilities.

Learn more about the

services from ZF
Aftermarket.
aftermarket.zf.com
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Service concepts Basisc OEM-Self ZF partnership

Documentation Technical Technical Mix of both packages,

and Support documentation documentation based on regional
• Operating instructions • Operating instructions strengths of both
according to
• Spare pars • Spare pars partners
Service Level • Repair manual • Repair manual • Product-wise
• Regional
Repair & diagnostic Repair & diagnostic
training training
(Train-the-Trainer-Principle) (Train-the-Trainer-Principle)

Technical support Technical support

by Ticket System and by Ticket System and
Field Inspector (during Field Inspector (during
warranty period) warranty period)

Recommendation for Recommendation for

• Spare parts • Spare parts
• Swing unit • Assembled sub-groups
• Special tools • Swing unit
• Special tools

Service Level 1 Individually defined

Technical
• Maintenance information (SL1)

Basic tools

Special tools

Spare parts (SL1)

Diagnosis (SL1)

Techn. support

Training (SL1)

Process expertise

Service Level 2 Individually defined

Spare parts (SL2)
• Scope of Service
Level 1 plus: Technical
information (SL2)
• Diagnosis / troubleshooting,
Software programming Diagnosis (SL2)
• Repair of leakages of the unit on
the system/in the vehicle or when Special tools (SL2)
removed
Swing unit tbd. tbd.
• Replacement of components that
are externally accessible (e.g.
switches, sensors, PTOs, etc.)
• Replacement of ZF aggregates

Service Level 3 Individually defined

Workshop
• Scope of Service facilities
Level 1+2, plus:
Spare parts (SL3)
• Repairs through to
the replacement of Technical
single parts information (SL3)

• Concluding test Diagnosis (SL3)

bench run with
test protocol
Special tools (SL3)
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Informations- und
Serviceportal:
business.zf.com
Well supervised
right from the start
ZF Aftermarket supplies its service partners and custo-
mers with a variety of information which is needed
for the service business with ZF products.
For OES and service partners, Special Vehicle Service
operates the online information platform “Business
Portal” with protected access for the individual customer.
Advantages
• Up to date documentation and comprehensive manuals
• Available in several languages
• Valuable hints for the daily work
Everything o.k.? If you want to find out, you do not need
to make a special trip to the workshop. ZF Testman
checks the functions of all electronically controlled ZF
products by means of telemetry or laptop, on-line while
on the move or with the vehicle at standstill
Advantages
• Automatic access with your ZF Testman license to our
on-line update service
• Continuously updated contents
• Diagnostic expertise for easy, intuitive use and fast
diagnostic result
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Service and maintenance Remanufacturing/Reman

Repair, preventive overhaul, upgrade or fitting a re-
placement unit – we always have the optimum solution
ready for you. ZF Aftermarket repairs transmissions,
axles and steering systems for you. Here, both ZF and
non ZF products are professionally repaired.
As one of the leading OEMs for vehicle manufacturers
and as a supplier to the aftermarket, ZF has been
involved in remanufacturing for decades and now
offers a wide range of industrially remanufactured
replacement units – from clutches and transmissions
to steering components.

Advantages Advantages
• Preventive overhauls help to extend the service life • Between 50 and 90 percent less material is needed for
substantially. the remanufacturing of a used unit.
• More safety, comfort and economyt • Energy consumption and CO2 emissions can also be
reduced by up to 90 percent
• Tailored solutions

Spare parts and logistics Warranty process

Logistics is playing an increasingly important role in
our range of services. ZF Aftermarket takes its obliga-
tions in this area very seriously and ensures delivery
quality,speed and flexibility with five central warehou-
ses in Germany and regional distribution warehouses
throughout the whole world.
From ZF you buy quality products. With genuine spare
parts from ZF you can also be sure that they fulfill the
defined requirements. A comprehensive fully implemen-
ted quality system ensures excellent quality. ZF has been
certified for its established quality management system.
However, even a ZF unit might refuse to perform proper-
lyduring the warranty period. Then it is important to
react quickly and without a fuss.

Advantages Advantages
• High availability of the products • Excellent quality
• Reduced warehouse throughput times • In order to minimize the customer’s downtime
• Prompt delivery • The international warranty for ZF products includes:
• Latest EDP communications tools original equipment, repairs, on-site support, maintenan-
ce, overhaul, spare parts

Warranty process

Claim
warranty Claim ZF
Dealer OEM
case check Business Unit

Workshop OE Service ZF Aftermarket

Order Order

Delivery Delivery

DEFECT REMAN REMAN

Information flow
to ZF Aftermarket to dealer to OES stock Material flow
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Comprehensive service
from one hand
Our products are used around the world and our technical
staff is available and ready to support our products through
the entire lifecycle.

Internationally, ZF Aftermarket is represented with Our range of services

its own locations and partner operations and is well
equipped for the relevant markets. The German organi- • Product support
zation of ZF Aftermarket for example, is present locally • Supply of spare parts
throughout Germany with sixteen service points – nine • Diagnosis and repair training
of its own locations together with nine authorized ser- • Preventive overhauls
vice partners – just where the customers need them. • Modification and retrofitting
ZF after-sales specialists ensure the operational readi- • Remanufacturing/Reman
ness for ZF chassis and driveline technology in the • Field inspections
sectors of cars, commercial vehicles, buses, construction • Maintenance and repair manuals
machinery, agricultural machinery, materials handling, • Electronic spare parts catalogue
railways and marine. The manufacturer‘s engineering • Regional service concepts
expertise, the high quality of spare parts and processes,
short throughput times and good accessibility are fea-
tures of these service locations.
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Service of the future

More than just spare parts: ZF Aftermarket is working today on the services
of tomorrow. With the increasing digitalization of machines, there are nume-
rous possibilities for faster and better service.

Fleet Management Tech Docu 4.0 Remote Video

Telematics
ZF has networked the in-house
telematics platform, OPENMATICS,
with the cloud. The related telematics
hardware which is supplied is
non-proprietary and upgradable. This
allows the optimum management,
monitoring, use and assignment
of machine fleets. For machinery
contractors, records of assignments
and billing documents can be easily
generated.
All relevant technical information
required for a service case is availa-
ble in a structured form through
a portal, anytime and anywhere.
The application offers user-specific
access, fast free-text search, intuitive
search filters and continuously
updated contents.
Assistance
By video telephony, experts can look
over the service engineer’s shoulder
on site so to speak, supporting
them in solving technical problems
- in real time and without the need
for expensive and time-consuming
work trips. The use of a camera and
Skype connection ensures effective
support almost anywhere in the
world.

Long Time Condition Monitoring

Diagnostics and Predictive Maintenance

To identify the reasons for faults or
errors which occur sporadically and
cannot be reproduced in the work-
shop, a data logger monitors the
vehicle for a longer period of time in
its day-to-day use and records rele-
vant data for subsequent evaluation
and root cause analysis. This avoids
unnecessary downtime and lengthy
inspections at the workshop.
With intelligent analysis tools such
as Condition Monitoring and Pre-
dictive Maintenance, fleet operators
never lose sight of the condition of
critical individual components such
as transmission oil or clutch discs. As
a result, maintenance can be planned
predictively, vehicle downtime can
be reduced and failures avoided. This
cuts costs while extending the useful
life of the powertrain components at
the same time.
Condition monitoring can also be
used to optimize driveability in order
to minimize wear and tear and con-
sumption.
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Global service network with more than

10,000
Workshop partner

42 in

Countries with 271

local competence
centers

Internationally
present in all markets
ZF offers a comprehensive and attractive range of
products and services to ensure mobility anywhere,
at any time. Proximity to the customer is an essential
element of the corporate performance.

ZF with the Special Driveline Technology -Service Regional Compentence Center

co-operates closely with OEMs to achieve the greatest
possible, demand-based coverage of the markets with
the required services.. For this purpose the service
strategies, plans and objectives of our internationally
operating OEMs are continuously compared and ser-
ved appropriately. Furthermore, ZF develops its own
service concepts in order to be able to fulfill proacti-
vely current and future demands with comprehensive
services. Here, we consider the most varied market
needs, also particularly in the emerging markets.
n all the important markets there are regional compe-
tence centers which offer the most comprehensive
service – Service Level 3 – and they operate as the
pivotal point in their region or in their major markets.
This means that strategic regions are covered accor-
ding to geographical, political and cultural viewpoints
or opened up as required. Not least, they ensure that
internationally defined ZF standards in relation to ser-
vice quality and availability are rolled out and ensured.

“Think globally, act locally” – a widely used statement
which nevertheless is still relevant to ZF Aftermarket.
Our objective is to establish global standards in service
and to act flexibly on a local basis. To this end, the ZF
Aftermarket network is divided into two categories of
competence centers.
Local Competence Center
In the countries service concepts for applications and
products are exactly matched to the needs of the end
customer. Local competence centers have Service
Level 1 and 2 and partly Service Level 3 at their
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Find the service location

nearest to you.
aftermarket.zf.com/
partner-finder

Global and local

ZF Aftermarket is represented with regio-
nal competence centers in all the important
markets for comprehensive wide-area supply.
Local competence centers are orientated to
the actual local requirement.

Special Vehicle Service

Regional Competence Centers
disposal. Our local specialists are the first contacts • Service Level 3 and remanufacturing expertise
since they know the customers and the local practi- • Test bench runs ensure “as new quality“
ces. They are optimally qualified for the local market • Full diagnostic and field service capability
and have plenty of experience with ZF products. • Training competence
• Comprehensive ZF warranty process
Strong service organization • Stocks of spare parts
• Stocks of replacement units
An expert service team consisting of staff in the business
unit Special Driveline Technology and ZF Aftermarket
along with representatives in each region continually Special Vehicle Service
analyses new or future service demands and implements Local Competence Centers
them proactively in the relevant regions. The competence • Local proximity to end customers/fleets
centers are supported through a widely covering network • Restricted product range
of ZF Aftermarket locations and a partner network with • Service Level 1+2, partly Level 3
the required special vehicles expertise. • Limited diagnostic and
field service capability
• Warranty claim acceptance
• Reduced stocks of spare parts
• Maintenance capability
ZF Group
Industrial Technology
Marine & Special Driveline Technology
Ehlersstr. 50
88046 Friedrichshafen / Germany
Phone +49 7541 77-3246
special-transmission@zf.com

Learn more about products for

Special Vehicle Systems
IBXT 2022

www.zf.com/special-vehicles