Service & Support

Customer Service

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Customer Service

Our well‑trained, customer‑oriented team is ready to serve you around the clock.

Hotline:: +86 21 5080 9877

Mail:: info@saka.com.cn

Service Support

Homepage Service Support

Project delivery Repair Service Spare Parts & Maintenance Service

Project delivery
Committed to Excellence in Every Service

Shanghai SAKA, as the parent holding company, currently owns two wholly‑owned subsidiaries: MAKA Systems GmbH (MAKA Germany) and Shanghai MAKA Aviation Equipment Manufacturing Co., Ltd. (Shanghai MAKA). Shanghai MAKA is fully responsible for MAKA Germany‘s business in China. It operates a large technical service station at the Lingang Large Aircraft Industrial Park base, with a facility area of nearly 8,000 m², equipped with a comprehensive after‑sales service team, a demonstration center, and a spare parts warehouse. Through a well‑established dedicated service response system, specialized inspection equipment, and a rigorous quality and service management framework, Shanghai MAKA provides customers with full‑spectrum support—ranging from on‑site repairs and spare parts supply to preventive maintenance and skills training—ensuring efficient equipment operation and long‑term reliability.

+86 21 5080 9877

Turnkey Production Line Solutions
Machine Retrofit & Modernization
Contract Machining Services
Equipment maintenance

Lingang Plant Area

Professional technical team

Shanghai MAKA has a German factory with many engineers and technicians stationed in Shanghai, forming a strong dedicated technical after-sales team with the domestic team to ensure timely, effective and professional after-sales service.

advanced technology
and after-sales training center

At the Lingang facility, Shanghai MAKA has partnered with key component suppliers—including those for spindles, flexible clamping systems, and tooling—to establish a specialized technical and after‑sales training center for high‑precision machine tools. The center provides hands‑on training and assessments at the workshop level, with internal rewards or elimination mechanisms based on performance.
Strict internal
Evaluation mechanism

The company implements a bottom-ranking elimination system: every quarter, based on customer feedback, internal assessments, and evaluations, the bottom-ranking employees receive on-site practical retraining and must pass an assessment before being allowed to return to work.
Professional Sino-German
Technical Team

Quarterly exchange of Chinese and Germany teams for production support and after-sales service: Each quarter, 5-10 technical personnel from China and Germany travel between the German and Chinese factories to provide on-site machine tool installation and after-sales service.

Repair Service

The factory is fully equipped with testing equipment, maintenance tools and equipment, and spare parts. It supports the stocking of vulnerable parts for equipment and promises to provide sufficient spare parts supply. It will conduct regular follow-up visits and inspections of the equipment, provide timely maintenance and repair suggestions, and prepare materials and spare parts in advance for possible maintenance. It is ready to respond to customer service needs at any time.

Spare Parts & Maintenance Service
Dedicated after-sales service response plan

Shanghai SAKA has a comprehensive and mature after-sales service response plan. We use a four-in-one service model of rapid response, technical support, preventive maintenance and skills training to ensure the efficient operation of equipment, extend its service life and provide customers with a high-quality and efficient service experience.

1. Request Reception

Customers can submit after-sales service requests via phone, email, or online system.
• The after-sales service department records and tracks service requests in the ERP system's service call module, ensuring that each request has a unique number and detailed record.

2. Problem Analysis and Response

• Dedicated after-sales service engineers make an initial assessment of the problem type based on the customer's description.
• For simple problems, resolve them via phone or remote guidance.
For complex issues, we will arrange for engineers to provide on-site service and respond to customer needs within 4 hours.
• Establish an emergency service channel for high-priority issues (such as equipment downtime) to ensure rapid response.

3. On-site service

Engineers will travel to the customer's site with the necessary tools, equipment, and spare parts. They will inspect, repair, or debug the equipment to ensure it is back in normal operation.
Explain the cause of the problem and the solution to the customer, and provide maintenance suggestions.

4. Service Reports and Feedback

Engineers fill out after-sales service reports, recording the service content, causes of problems, and solutions.
• Customer signs to confirm service completion status.
• The after-sales service department conducts follow-up visits with customers to confirm service satisfaction.

5. Regular maintenance

• Develop regular maintenance plans based on customer needs and equipment usage.
• Regularly remind customers to perform equipment maintenance and provide on-site maintenance services.

6. Spare parts supply

Customers can order original spare parts through the after-sales service department.
• The after-sales service department ensures timely delivery of spare parts and provides installation guidance.

7. Customer Training

• Provide equipment operation, maintenance, and safety training based on customer needs.
Training can be conducted in person or online.

8. After-sales service standards

• Response Time: We will respond within 2 hours of receiving user notification. If the issue can be resolved by phone or fax, it will be resolved by phone or email within 2 hours; if it cannot be resolved, a qualified engineer will be dispatched to the site for repair within 4 hours. General problems will be resolved within 8 hours, and problems that cannot be resolved quickly will be resolved or a clear solution will be provided within 24 hours. Faults will be resolved within 5 business days. If the fault is not resolved within 5 business days, the warranty period will be extended.
• Service attitude: Polite, professional, and patient in answering customer questions.
• Service quality: Ensure problems are completely resolved and customers are satisfied.

9. After-sales service supervision and improvement

• Regularly collect customer feedback, analyze service issues, and conduct centralized internal reviews of problems.
• Optimize after-sales service processes to improve service efficiency and quality.
• Conduct quarterly training and assessments for dedicated after-sales service personnel to improve their professional skills.