LASIT After-Sales Support
Since 1990, LASIT has been developing marking systems for highly complex industries.
We understand that in modern global supply chains, reliability of each individual process is a key requirement.
An interruption in marking can jeopardize traceability, compliance, and bring entire production lines to a halt.
To meet this need, we have engineered a 24/7 global service infrastructure.
Not an ancillary service, but an integrated system of logistics, technology and expertise that ensures maximum business continuity for our customers.
Total Data Integration
The core of our responsiveness is a cloud-based information system that fully integrates business management with the customer relationship and service platform-a single, coherent digital infrastructure with no grey areas.
Every LASIT technician in the world has immediate and up-to-date real-time access to the history of every single machine installed: hardware configuration, software revisions, intervention history, components replaced, faults detected and resolved, technical notes, everything is tracked and catalogued: qhen a technician connects remotely or arrives at the site, he never starts from scratch. He or she already has the entire history of the machine in front of him or her, any problems already dealt with in the past, and can perform immediate and accurate diagnostics.
Technical network
Italy: Widespread Coverage with Over 40 Specialists
In Italy, where LASIT was born and where we maintain our main competence centers, we operate with a team of more than 40 specialized technicians. Not general technicians: laser specialists who know deeply the physics of marking, laser-material interaction, control electronics, optical systems, and management software.
Our main hubs are the Torre Annunziata (Naples) and Vimercate (Milan) centers, complete facilities with laboratories, spare parts warehouses, training rooms, and test areas. The operating base in Bologna supports central logistics and coordination of service agents in the territory.
In addition to these centers, we have technicians distributed throughout the country with particular concentration in the densest industrial areas-Lombardy, Emilia-Romagna, Veneto, and Piedmont-but with rapid response capabilities throughout the country, including the islands.
Direct Presence and Presidium of the Territory
LASIT’s international strategy is based on direct quality control. Therefore, in key markets, we do not delegate. We operate through proprietary direct locations, ensuring physical proximity and business continuity for our customers. Each LASIT location is a complete operations center: it includes qualified local technicians, live demonstration space, and warehouses with available spare parts. This ensures continuous support and quick response times.
Staff at all branches are trained in Italy, ensuring that technical and operational standards are uniform at each location. Each branch has strategic stocks of components and test machines, reducing operational distances with the main office. An approach that allows us to offer the same level of service wherever we operate.
Italy: the heart of LASIT service in two locations to cover the entire territory
Mexico: hub of reference for Central and South America
Germany: dual operational headquarters for widespread territory coverage
France: strategic presence for southern European markets and customers
Spain: operations center for the Iberian market and the Mediterranean basin
Poland: strategic hub for logistics and support in Central Europe
United Kingdom: trade support for the British and Irish markets
United States: established presence to support the North American market
Certified Partners: an ever-expanding network
In addition to direct branches, LASIT provides global coverage through a selected network of Certified Partners present in several strategic areas in Asia, the Middle East and Northern Europe.
Our philosophy is clear: we are not looking for mere distributors, but technical extensions of our company.
- Rigorous selection: We work only with partners who demonstrate documented technical competence and operational soundness.
- Total integration: Partners are connected to our information systems and supported directly by our specialists for complex case management.
- Continuing education: Global network technicians follow constant refresher courses to maintain LASIT standards.
Wherever the client is, the guarantee is that they will never be alone, accessing the same level of expertise and support that we offer in Italy.
Logistics and Spare Parts
Central Logistics Hub
2,000sqm of Efficiency
Our main logistics center covers more than 2,000 square meters and is dedicated to the complete management of spare parts, consumables, upgrade and retrofit components. It is not just a warehouse: it is an organized facility for extreme efficiency.
At the heart of the system are our high-density vertical automated warehouses, exclusively dedicated to service parts. These systems allow tens of thousands of parts to be stored in small space, with automated access that reduces picking times to seconds. Every component has a precise location, every movement is tracked, and every pick is recorded in the ERP system.
This level of automation is not just operational efficiency-it is a guarantee of accuracy. When a technician orders a part, he receives exactly what he needs, with no errors, no sloppy replacements. When a customer calls for an urgent part, we pick it up and ship it in a very short time compared to traditional manual handling.
Strategic Stocks Everywhere
Each of our operating sites maintains a local stock of components.Hundreds of thousands of spare parts per location: laser sources, marking heads, optics, complete optical assemblies, electronic control boards, power supply modules, critical mechanical components, sensors, cables, high rotation consumables.
The selection of components to be held in local stock is not random: it is based on replacement frequency, criticality for business continuity, and procurement time. The central system suggests optimizations of local stocks based on historical data and forecasts.
This means that when a customer in Germany needs an urgent replacement, the technician draws on the local stock at the German headquarters. When there is an emergency in Mexico, the critical components are already there. When quick action is needed in Poland, we don’t wait for shipments from Italy.
Remote Diagnostics and Telesupport
Our proprietary remote diagnostics software allows technicians to connect directly to machines installed at customer sites. It is not just a remote desktop-it is a system designed specifically for the analysis of industrial laser systems.
Technicians can view real-time operational parameters, system logs, active and historical alarms, software configurations, hardware statuses. They can change parameters, test functionality, perform calibrations, update firmware and software. They can collect in-depth diagnostic data for offline analysis.
Many issues are solved completely remotely, without the need for physical intervention. Configuration errors, software problems, suboptimal application parameters, necessary upgrades-all can be solved in connection, often within minutes.
Even when physical intervention is necessary, remote diagnostics allows it to be thoroughly prepared: the technician already knows what the problem is, what parts are needed, what tests he will have to perform. He arrives prepared, with the right parts, and solves it in one visit. MyLASIT: Centralized Knowledge Base
The MyLASIT platform is the customer area where all technical documentation is centralized and always accessible: operator manuals, maintenance manuals, wiring diagrams, mechanical drawings, video tutorials, application guides, calibration procedures, technical FAQs. All organized by model, by category, by type of operation. All searchable, downloadable, always up-to-date. A customer technician who needs to perform routine maintenance, an operator who needs to optimize an application, a manager who needs to check technical specifications-they find everything here, available 24/7.
Hermes: Artificial Intelligence for Self-Diagnostics.
The next evolution is already being deployed: Hermes, our artificial intelligence-based platform for predictive assistance and advanced self-diagnostics.
Hermes will have direct access to machine operational data: process parameters, performance over time, usage patterns, alarm history. It will use machine learning algorithms to identify anomalies before they become failures, suggest preventive maintenance based on actual usage, and guide operators in solving simple problems through interactive procedures.
The goal is twofold: first, to increase customers’ self-help capacity for minor issues, reducing downtime; and second, to allow our technicians to focus on complex issues that truly require specialized expertise, effectively multiplying overall support capacity without compromising quality.
Application Laboratories: the World's Largest
Each of our headquarters has fully equipped application laboratories, but our headquarters houses what we consider to be the largest and most comprehensive laser marking laboratory in the world.
Dozens of laser systems of different technologies (fiber, UV, green, CO2, picosecond), integrated in different configurations (manual workstations, robotic cells, automatic lines), operational and ready for testing. Hundreds of material samples: ferrous and nonferrous metals, special alloys, technical plastics, ceramics, glass, composite materials. Advanced measuring and testing instrumentation: digital microscopes, rugosimeters, spectrophotometers, vision systems.
These workshops serve three basic purposes:
Replication and resolution of complex problems
Application testing and process development
Advanced technical training
We stand by our clients at every stage, every day, everywhere in the world.
In an industrial context in which reliability, continuity and speed are no longer optional but imperative requirements, LASIT service represents much more than technical support: it is an operational guarantee. The combination of digital infrastructure, specialized expertise, global presence and capacity for immediate intervention allows us to assure our customers what really matters: machines always running, processes always under control, productivity without interruption.