In the world of fabrication, where tight deadlines and strict budgets define success, the delivery, lead times, and the entire onboarding process for manufacturing equipment play a critical role. Fabricators rely on precise planning and execution to meet project deadlines, and delays in equipment procurement can lead to costly setbacks. However, every company has different expectations when it comes to lead times, and understanding these differences and communicating clear expectations are key to ensuring a smooth process.
The Importance of Delivery Timelines
Manufacturing equipment is a significant investment, and companies depend on timely deliveries to keep their projects on track. Lead times can vary widely depending on the complexity of the equipment, customization requirements, and supply chain factors. While some businesses may plan months in advance, others operate on tighter schedules and require quick turnarounds.
Spool Welding Robot Delivery and Lead Times
We get asked a lot about our delivery and lead times for the Spool Welding Robot (SWR). Given that there are many factors involved, we will do our best to answer this question. Novarc’s standard delivery lead time for the SWR is 14 weeks. However, we have a proven track record of delivering in as little as 3 weeks from the ship-ready date to the first day of installation, provided that the job site is ready. For special delivery requests reach out to our sales team at sales@novarctech.com.
Here at Novarc, we value our relationships with our customers and we do our best to set our customers up for success. Read further for a comprehensive breakdown of our entire process from order to operation.
Our Process
We know that when our customers make the decision to partner with us and trust us with their shop expansion, they may need to implement the SWR as quickly as possible.
When manufacturers fail to meet lead time expectations, it can result in downtime, increased costs, and project delays. This makes it crucial for companies to partner with equipment suppliers who not only provide accurate delivery estimates but also offer a streamlined process backed by excellent customer support and training.
The Role of a Strong Onboarding Process to Enable Quick Delivery
To mitigate challenges associated with delivery and lead times, manufacturers should have a well-defined process that includes planning, installation, training, and ongoing support. Effective communication and transparency between the supplier and the customer ensure that expectations are aligned from the start.
Novarc is committed to ensuring that our customers have a smooth onboarding process that includes planning, installation, training, and handover to Customer Support.
Our successful delivery strategy will include the following steps:
Step 1: Planning
The Planning phase is where the foundation for a successful equipment deployment is established. Upon purchase of a SWR, a dedicated Project Manager will have a Project Kick-off Meeting to discuss details critical for the project’s success with our customers as a first step.
The Project Manager will be responsible for guiding our customers through the Customer Journey, including:
- Understanding the specific requirements and project timeline
- Streamlined gathering information process via a Customer Questionnaire to understand the needs of our customers and keep touch points to a minimum
- Explanation of details needed and what steps Novarc needs to ship the unit
- A Customer Journey prioritizing the needs
- Project Kick-off Meeting
- To discuss critical project information (scope/timeline etc) on a high-level
- Welders Meet & Greet and SWR Layout Review Meeting
- An ice-breaking session between the SWR Trainer and the SWR operators – team introduction, Q&A on SWR functionality/welding processes
- Review SWR General Arrangement Layout prior to a sign-off
- Pre-installation & Training Preparation Meeting
- To align on site readiness for SWR installation and training
- Project Kick-off Meeting
- Gathering detailed shop information to design a custom layout
- This process will be a team effort between Novarc and our customers. Multiple revisions will be considered for the most successful implementation of the SWR and ensuring an optimized shop workflow
- Providing documentation and resources on what to expect
- At this point in the process, detailed information from the shop will be needed by the Project Manager in order to make sure the job site is ready for the unit.
- This includes site requirements such as shop air, electricity/power, concrete specifications, current welding processes, recommended consumables, and optimized welding processes utilized by the SWR and more. A customized checklist will be provided, ensuring site readiness.
- At this point in the process, detailed information from the shop will be needed by the Project Manager in order to make sure the job site is ready for the unit.
- Setting clear expectations for delivery and installation
- Once the timeline is set based on the site readiness and Novarc’s resource availability, the Project Manager will work on scheduling delivery, installation, and training.
- Addressing potential challenges before they arise
- A risk analysis will also be conducted with mitigation plans presented to our customers to address any potential issues they may encounter.
By having a structured onboarding process, our customers can minimize uncertainty and prepare adequately for equipment arrival.
Step 2: Installation and Training
Once the equipment is delivered, proper installation and training ensure that the SWR operates efficiently. This stage includes:
Installation
- Professional installation by qualified technicians
- Once the SWR is delivered, there is some initial work required by our customers. It is strongly recommended that the base of the unit be installed into the concrete by our customers prior to Novarc’s arrival because epoxy (for anchoring the base) curing would take up to 6-24 hours.
- Novarc will send an experienced technician to the shop on the agreed date for 3-5 days to install the rest of the unit.
- Note: During this period, Novarc will need some support from your shop’s maintenance team for things like forklift use, electrical hookups, and any other major shop uses.
- Initial testing and troubleshooting to confirm functionality
- Once the unit is fully installed and functional, the technician will perform a Site Acceptance Test (SAT) and document all of the details in the SAT to be reviewed with our customers before a formal sign-off.
Training
- Comprehensive hands-on training for operators and maintenance personnel
- Typically, the week after installation, Novarc will schedule an experienced welding SWR trainer to your shop for 4 days. The customer will ideally designate 3 operators + 1 shadow observer to learn for the training session.
- This week will be used for the full training of the SWR Operators.
- The expectation is that the shop will have carbon steel and stainless steel coupons prepped, gas, wire and any other welding consumables required on site before the SWR Trainer arrives.
- Note: The Project Manager will communicate the specifics on pipe specifications and quantity during the onboarding process via a customized site requirements checklist!
- Providing user manuals and ongoing support contacts
- After the training, Novarc’s Project Manager will complete a project handover to Novarc’s Customer Support to ensure the continued success of our customers with the SWR. The Site Acceptance Test will be the agreement between Novarc and the customers that the SWR is working as it should and the start of the warranty agreement (1 year).
Investing the operators’ time in thorough training minimizes operational disruptions and allows our customers to maximize productivity from day one.
Step 3: Ongoing and Future Success
One of the reasons Novarc has such an amazing customer approval rate and retention is because of our commitment to our customers for their ongoing success. After your site acceptance and handover, you will be introduced to a dedicated customer experience team and the customer service team. To see an overview of our support and NovCare subscription packages, you can visit our Support Page .
The Customer Experience Team is responsible for:
- Adoption Phase – Supports the customer to integrate the SWR into their environment and ensure long-term success.
- Regular check-in and reminders – We make sure our customers stay up-to-date and get all the support they need.
- NovCare reminders and site visit scheduling – For our valuable NovCare customers, we provide extra care to address the support, training, maintenance, and troubleshooting requirements of the SWR.
- Voice of customer – The process of collecting, analyzing, and using customer feedback to improve products, services, and overall business performance
With any type of advanced technology and new product in the shop, we know there will always be questions and potential hiccups that come with onboarding. If there are any questions, comments, issues, or errors that come up, your operators can always reach out to our Customer Service Team.
The Customer Service Team is responsible for:
- Remote support
- The Customer Service team is ready to assist with any questions or issues, ensuring minimal downtime and maximum productivity.
- Our team estimates 90%+ of issues are resolved within 24 hours via online support.
- Parts support
- If the unit needs any parts, we can have them overnighted to your location.
- On-Site Support
- If the issue needs to be escalated, an in-person visit can be arranged.
While Novarc is able to support all of our customers, and we will happily answer as many questions as we can, one way to make sure our customers are getting the most out of the unit is by investing in a NovCare, our service and support subscription.
This investment means:
- Your support requests are at the top of the priority list
- Yearly, in-person, maintenance visit
- Yearly, in-person, retraining visit (For gold package only)
- Necessary software updates and reviews
- Access to NovSync Essential (enhanced dashboard)
- Access to Novarc Academy Training Videos
By maintaining a strong relationship with their equipment provider, fabricators can ensure their investment continues to deliver value well into the future.
Conclusion
Delivery and lead times for manufacturing equipment are crucial in the fabrication industry, where meeting project deadlines is non-negotiable. Every company has unique expectations, and aligning these with a supplier’s capabilities is essential. A structured process that includes onboarding, installation, training, and ongoing support can help companies navigate potential delays and maximize operational success. By prioritizing excellent customer service and proactive communication, fabrication companies can stay on schedule, within budget, and ahead of the competition. If you have any questions about our process, feel free to reach out to sales@novarctech.com.