Equipment manufacturers rely on the SpotLight® solution to help service technicians diagnose and repair products in the field. By combining error codes from onboard systems with engineering troubleshooting guidance and real-world field experience, the SpotLight solution enables both new and experienced field technicians to quickly diagnose and repair equipment. The SpotLight solution delivers portable, interactive troubleshooting capabilities utilizing an advanced reasoning engine operating on top of a diagnostic database to quickly isolate equipment problems, identifying appropriate repair procedures and collecting field experience and reliability data. Engineering departments also benefit from the SpotLight solution by analyzing detailed information about failure modes, defect history and technician feedback from the field. This data can help improve product design, and enhance reliability reporting (CAPA plans and FRACAS reports).

How the SpotLight® Solution Improves Equipment Service and Support

  • Guides troubleshooting processes based on a diagnostic database of equipment problems and repair experience
  • Troubleshoots according to equipment configuration, operational environment, predictive analytics and available skillsets
  • Delivers relevant information—not generic failure processes and guidelines—to product support representatives and service technicians in the field and repair depot
  • Isolates the causes of equipment problems, across multiple sub-systems

How the SpotLight® Solution Improves Complex Equipment Service

  • Identifies failure trends within the equipment “fleet”
  • Automates service reporting
  • Gathers lessons learned from field technicians
  • Provides reports on service experiences to improve maintenance planning, product design and customer support
  • Available 24/7: it never goes off shift, takes a vacation, changes jobs or retires
  • Provides stand-alone equipment support, even when network connections are unavailable

How the SpotLight® Solution Benefits Equipment Manufacturers

  • Accelerates repair time (MTTR)
  • Increases first-time-fix rate (FTF)
  • Reduces no-fault-found components (NFF)
  • Increases equipment uptime
  • Reduces warranty exposure and costs of service level agreements
  • Increases customer satisfaction


  • SpotLight® Guided Diagnostics and Troubleshooting Solution

    Improve Fault Isolation and Capture Field Experience


  • Fault Isolation Manuals Are Failing

    Traditional FIMs weren’t designed to meet the challenges of troubleshooting complex problems in diverse work environments.


    Engineering’s Blind Spot - Feedback From the Field

    Integrate Service and Engineering.


    Approaches to Diagnostic Knowledgebase Development

    A diagnostic knowledgebase contains fault and repair information derived from engineering design data, technical publications and real-world field experience.


What Our Customers Have To Say

“I am not an expert with engines, but with SpotLight, I can troubleshoot like a pro"

-- Second Level Support Specialist