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By Elisabet Martí
When your bottle unscrambler suddenly stops during peak production, the speed and quality of your supplier’s technical support becomes mission-critical. Unfortunately, many buyers only realize the true value of after-sales service when it's too late.
Why Long-Term Service Support Should Be Part of Your Buying Criteria
Choosing the right packaging automation partner isn’t just about the machine itself. It’s about ensuring you have reliable technical support for the next 10-15 years.
Here’s why it matters:
- Minimize production downtime
Fast support = faster problem resolution. - Access to expert field technicians
Especially important for complex systems like high-speed bottle unscramblers or robotic orienters. - Remote troubleshooting options
More and more manufacturers offer remote diagnostics, reducing time to solution. - Availability of service contracts and maintenance plans
Helps spread costs and guarantees response times. - Global support network
If you have plants in Europe, the USA, Mexico or beyond, ensure your supplier has presence or partnerships in these regions.
Service KPIs to Consider:
- Average response time for urgent calls
- Spare parts delivery time
- Availability of emergency service teams
- Onsite vs. remote support ratio
- Preventive maintenance scheduling
Final Tip
Before placing your order, visit the supplier’s service center or ask for client references about after-sales support quality. Your production uptime may depend on it. Make sure if service engineers are long-term empolyees (which means having a lot of knowledge) or subcontracted local technicians.
Series Wrap-Up: With this post, we complete our series on critical non-cost factors when selecting a packaging machine.
From future bottle compatibility to service support, each decision today impacts your production tomorrow.