The Customer Service Department

Quantum Technical Support

Remote Access and Beyond

Quantum’s technical service is world-renowned for its expertise and responsiveness to client needs.

With vessels traveling all over the world, a technical support platform called Remote Access, often represents a prompt solution to troubleshooting or assistance with operational guidance that saves both time and money. Remote Access is defined as the ability for Quantum engineers and service techs to conduct service and support remotely, through a highly secured, dedicated server.

Discover Remote Access for Critical Moments

Imagine a yacht preparing for a upcoming charter in a remote destination, only to discover an issue with one of the stabilizers. Scheduling and flying in a service technician on short notice, is often a challenge or simply not feasible. In situations like this, Remote Access is an opportunity to resolve the issue promptly, save the owner the expense of flying a Quantum technician to the vessel, and avoiding long time delays in preparing for a site visit. In short, remote access to the rescue can make the difference of being ready for a charter or face the potential of having to cancel the charter.

It is a simple process, once the vessel’s Engineer or Captain contacts Quantum and confirms they are ready for the vessel to dial in, a Quantum engineer connects to the vessel’s system through a secured, dedicated server. From there, the Quantum engineer can often diagnose and troubleshoot the issue remotely, ensuring the stabilizer is ready, just in time for that charter!

Key Advantages of Remote Access

Enhanced Security

Internet modules are independently registered, with licensing fees covered by Quantum. A vessel only connects remotely when the crew initiates contact, though some prefer to remain connected at all times for convenience.

Reduced Service Costs

By eliminating the need for international travel, billable service hours are significantly reduced, often saving the owner from a site visit.

Faster Problem Resolution

Remote Access often resolves the issue that same day, minimizing the downtime for owners, crew, and guests.

Proactive Support

Repairs, maintenance and technical issues are inevitable, but the speed of response is what distinguishes good service from great service. Remote Access ensures that the issues are diagnosed and resolved efficiently and effectively.

Types of Support

General Technical Support

Quantum’s Technical Support team is made up of highly experienced engineers and service technicians with deep, real-world knowledge of stabilizer systems, hydraulic equipment, and control technologies. Drawing from decades of field experience, they are equipped to assist captains, engineers, and shipyards with remote connection, email, or phone guidance to quickly identify and address issues—no matter where the vessel is operating.

From routine operational questions to unexpected performance problems, our support specialists provide step-by-step troubleshooting, software diagnostics, and system checks that often resolve issues without requiring a technician onsite. This rapid-response approach minimizes downtime, saves travel costs, and keeps vessels on schedule for charters, crossings, or guest trips.

When a situation calls for hands-on attention, our team coordinates seamlessly with Quantum’s global service network to arrange technician dispatch, spare parts supply, and follow-up visits. Whether it’s a stabilizer calibration, hydraulic service, or control system upgrade, we ensure the right resources are in place to restore full functionality as quickly as possible.

Emergency Support

Marine operations don’t pause for time zones, and neither does Quantum. Our Emergency Support program provides 18 hours of live coverage every day, staffed by experienced engineers across multiple locations to ensure rapid response to critical situations.

When a stabilizer fault, hydraulic alarm, or unexpected shutdown threatens vessel safety or schedule, our team is ready to provide immediate technical input. We guide onboard engineers through safe isolation procedures, allowing the vessel to continue its voyage while protecting equipment and passengers.

Emergency calls often begin with remote diagnostics, enabling our engineers to review system data in real time, identify the root cause, and – whenever possible – restore stabilizer operation without delay. If a site visit is required, we prioritize technician deployment and coordinate the necessary parts, travel logistics, and follow-up support to minimize operational disruption.

Our goal in every emergency is clear: to keep the vessel operating safely, protect valuable equipment, and return the stabilizer system to full performance as quickly as possible.