It’s 6 p.m. on a Friday and your labeler just went down. If it’s an NJM machine, don’t worry.
Members of NJM Packaging’s customer service team, based in Montreal and Lebanon, NH, have an average of 10-20 years’ experience in parts and service. “Many calls we receive are for parts,” says Production & Service Manager, Richard Gauthier. “Customers need new tooling in order to run new products, or a part has failed and they need a replacement.”
If it is a service call, and a member of Richard’s internal service team cannot solve the problem over the phone, a service case file is opened and is assigned to a case manager. While approximately 75% of service calls are dealt with and solved by phone, service techs are more than willing to get on a plane to the customer’s plant.
Below are the service team members who are ready to help you should something go wrong. But in the meantime, Richard has good advice for those packagers who want to keep their equipment up and running. “Most problems are caused by a lack of training, or a lack of preventive maintenance on a machine,” he says. “It’s like a car—if you don’t change the oil, you’re going to have problems.”
NJM Packaging Service Number: 514-337-2289
| Lebanon Team | Montreal Team |
| Holly – Client Care Administrator & Parts | Catherine – Receptionist & Parts |
| Norm – Customer Service – Parts | Evelyn – Customer Service – Parts |
| Rod – Customer Service – Parts | |
| Sylvie – Customer Service – Scheduling |