The Customer Service Division offers you high quality services
The Customer Service Division team is at your disposal for:
On demand visits:
- Installation and start-up of new projects
- Service interventions
- Preventive maintencance
Spare parts delivery & assistance.
1. Installation and start-up of new projects
A dedicated team of professional service engineers installs your packaging line in the shortest time possible. All functionalities of the delivered equipment are thoroughly checked in cooperation with your operators. The start-up also includes an intensive training of your operators and technicians.
2. Remote & on site service interventions
A high level of machine performance and up-time is very important. In case errors or machine defects should occur, they must be identified and cleared as quickly as possible. To help you fix the problem and assist you in troubleshooting you can rely on our after sales team to support you by phone or by remote diagnostics.
When it's not possible to solve the problem remotely, we arrange an on site intervention, taking your production hours into consideration. Thanks to our team of service engineers and network of local Business Partners across the world, we ensure that you are quickly helped. Yearly all service technicians are intensively trained in our headquarters in Bruges in order to stay up-to-date.
3. Service Revision System
Thanks to the modular machine structure, it is possible to organize a complete revision of the critical modules within just a few hours. The Service Revision System (SRS) offers you a complete revision of a module . Thanks to this upgrade you evolve with the newest technology of today at minimal cost
How does it work? Let’s take the beam module of the Flexim-21, this is the unit responsible for the opening of the bag. Pattyn packing lines sends a completely revised spare module to your premises. Before shipment the module has been dismantled, cleaned and re-assembled in our factory in Bruges. All movable parts like pneumatic tubing, cylinders, valves … are changed by new ones. The revised module is therefore indistinguishable from a new one. When our service engineer arrives at your premises, he only needs to install the revised spare module and take your old module back to Pattyn Packing Lines. Read more and be convinced.
4. Preventive maintenance
Preventive maintenance ensures a high performance level of your packaging machines. Moving parts are subject to wear, depending on the operating hours and cycles performed. Downtime can be minimized and production stops avoided if the parts in question are preventively replaced after a certain period of operation. The preventive maintenance can be performed by your technician or by one of our service specialists.
5. Spare parts delivery & assistance
All spare parts are quickly delivered to your factory to ensure the continuity of your packaging line and to keep you running. If you require spare parts, please inform us about the part numbers. If the required parts are available ex stock, we arrange an express delivery within the next hours.
If you require parts for old packaging machines and the appropriate spare part records are no longer available, our after sales team will assit you.
Next to the express shipment of parts our after sales team has a lot more to offer. They configure recommended spare part packages and wear & tear packages which are matched to your specific requirements and assist you with difficult import cases and custom clearance situations.
6. Helpdesk support
Pattyn's helpdesk is there to help you with all your support related questions and includes:
- support by phone: to analyze the problem and assist you in troubleshooting
- support by Remote Diagnostics: our expert logs in to the HMI of your machine via modem. This ensures that the problem is quickly analyzed and fixed and that defective parts are identified correctly.
When it should not be possible to solve the problem remotely, we arrange an on site intervention and / or a delivery of the appropriate spare parts.
Contact the helpdesk at +32 50 450 488 ar at firstname.lastname@example.org.
The manuals are a usefull tool for both your operators & maintencance personnel and for your technicians. It includes instructions for operators, a description of the different maintenance tasks & intervals and troubleshoot schemes for technicians.