At Galdi, providing the best technical support to our clients is one of our priorities.
As a matter of fact, frequent alarms and stoppage are among the main concerns for big and small manufacturers alike, working towards more competitive OEE and MME levels.
In a recent article, we looked at the wide range of maintenance contracts offered by Galdi in response to our clients’ production and specific needs. Indeed, our goal is to ensure that our filling machines remain in healthy conditions and continue to perform at premium level in the long term.
Today’s article will focus on how our service plans are structured.
TYPES OF REPAIR
Our technical support service is available 24/7 all year long. According to the problem, our technical team may assist you either over the telephone, through remote monitoring of the machine's control panel (a standard device on RG270) or in person.
Our SBU across the world are constantly connected to our headquarters to provide global service coverage.
Meanwhile, our dedicated Service team strives to find innovative ways to solve technical issues even faster and more efficiently.
TYE (THROUGH YOUR EYES)
In order to further reduce our servicing times, we recently introduced TYE (Through Your Eyes), our new remote video assistance service launched at Anuga FoodTec 2018.
TYE allows operators to send images of the filling machine to a Galdi technician in real time, using their smartphone, computer or tablet. Our technical staff will then share files and indications to simplify the required repair procedures.
TYE offers several benefits:
● Real-time assistance
● More effective support to operators
● Faster troubleshooting
● Reduced downtime
● Lower maintenance costs
This newly introduced service has been specifically designed to help clients located far from their Service Unit, as well as those wishing to keep downtime to a minimum.
FROM ASSISTANCE TO SOLUTIONS
All repairs are carried out according to a jointly designed process and are subject to weekly analyses by our extended Service team, made of our Help Desk, Project Manager, Technical Support Manager and Testing Manager.
In recent years, we have developed an eight-phase method allowing us to manage claims more effectively and transform our experience into new client solutions.
Our goal is not just to improve our technical support reactivity and effectiveness, but also to use our know-how to improve the performance of our fillers and their individual components, recommend inspections, provide adequate training to operators, and optimise the assistance we offer to our customers and their fillers.