Speed, Efficiency, Security, and Convenience: The Power of Remote Support in AM

JANUARY 19, 2026 | Reading time: 3 min

As a manufacturing engineer or the operator of a plant in the high-performance additive manufacturing (AM) space, you've seen hybrid and remote work styles rise to prominence. As more functions become digital, it's easy to imagine how a remote model could save time on essential practices, including support.

EOS's remote support infrastructure is fundamentally changing the way we serve customers, offering unrivaled efficiency and convenience across locations and time zones. This is an option that can save your on-site team time and effort while still delivering the assistance you need for smooth production, free of extended interruptions.

The remote support infrastructure provides high system availability to customers

Save Your Precious Time

To stay ahead, your organization needs to save valuable time and effort, minimizing costly downtime and keeping production on track. Remote support provides immediate relief by allowing EOS customers to seek help without leaving their system interface. In one action, they can connect to service experts who access the machine remotely, study the issue, and, if necessary, arrange a visit with maximum efficiency.

“Very fast response time, technically competent, friendly, customer-oriented.”
Customer feedback for remote support, Germany

Speedy Support at Your Fingertips

When system issues occur, response time directly impacts uptime and recovery. Remote support infrastructures ensure prompt assistance by enabling real-time collaboration between customers and EOS service. With secure remote access, experts can diagnose problems swiftly and efficiently, eliminating delays associated with on-site visits. This capability allows customers to resume production quickly, maintaining productivity and meeting delivery commitments.

From Reactive to Proactive: Preventing Issues Before They Occur

Remote support is not limited to reactive assistance. EOS experts can identify early indicators of potential performance drops or impending failures. This proactive approach allows for corrective actions before issues escalate, reducing unplanned downtime and supporting continuous, high-quality production.

Overcoming Knowledge Gaps: Mixed Reality and Expert Access

Whether you are new to AM or experiencing changes in your service staff, EOS remote support ensures that expertise is always available. Mixed-reality support delivers video-based, step-by-step guidance as augmented reality holograms, bringing EOS know-how virtually to your side. This innovative approach helps resolve problems by eliminating knowledge gaps.

Staying Aware of Remote Support Limits

Remote support has its boundaries, particularly regarding personal safety and physical repairs. For safety reasons, remote technicians can't trigger or operate any mechanical movements. Essential work on the machine, such as mechanical repairs or part replacement, still requires a technician on site. However, prior analysis via remote support optimizes preparation for on-site interventions, ensuring machines return to operation as quickly as possible.

Security, Privacy, and Trust in Remote Support

Security is paramount in industrial environments, especially in additive manufacturing, where sensitive design data and intellectual property must be protected. The parts involved are often custom, high-value components rather than mass-produced goods, increasing the relevance of data security. EOS remote support addresses these concerns with robust protective measures.

Encrypted connections ensure that sensitive information remains confidential during remote sessions. Similar to on-site service, technicians can view logs, perform backups, and analyze key machine components. Customers retain complete transparency and control over the support process, building trust through secure, transparent interactions.

Ecological Sustainability: Remote Support as Responsible Manufacturing

Responsible Manufacturing and sustainability are core principles at EOS. Remote assistance contributes to environmental sustainability by reducing the carbon emissions associated with travel and parts supply tailored precisely to demand and schedule. By choosing remote support, manufacturers actively participate in responsible practices and contribute to a more sustainable future.

How Remote Support Works at EOS

Remote support at EOS encompasses all activities performed remotely by the EOS Service team, regardless of channel. All this activity occurs via a secure, temporary connection. This includes remote diagnostics, technical advice, and select repairs. Our approach is designed to give customers immediate access to expertise, streamline maintenance, and maximize uptime — while maintaining strict data security standards.

Proven Results: SystemCare and FullServiceFlex

During the warranty period and as EOS SystemCare members with our FullServiceFlex package, customers benefit from the full bandwidth of our remote support network. Over 75% of service tickets resolve without the need for an in-person visit. In more than 600 customer feedback responses from 35 countries worldwide, users have rated EOS remote support at 4.7 out of 5 stars, a testament to our technical expertise, responsiveness, and customer-centric focus.

Remote Support Capability of EOS machines

Every new polymer 3D printer and all metal machines are compatible with remote support, built on a highly secure, industry-proven service infrastructure. This universal capability ensures that customers receive robust, future-ready support from day one, delivering more than expected and empowering manufacturers to achieve operational excellence.

Requesting assistance is as easy as opening the cockpit on the EOS manufacturing system and opening the Remote Service menu. Answers come directly to the cockpit, so your personnel don't have to spend time switching devices. If an on-site version is necessary, the EOS experts will already have all the info they need to get directly into solving the problem.

Discover how EOS remote support helps you be more secure and decisive in overseeing manufacturing operations. Contact EOS today for a personalized consultation or visit the EOS Digital Service page to learn more.