Labelers Customer Gets Quick Fix From NJM Customer Service

NJM Service Team Offer Deep Product Knowledge on NJM Labelers, Cappers, Tablet Counters

Ted Berry, NJM Packaging’s 26 year veteran service technician based in Lebanon NH, knows that occasionally there is no substitute for actually visiting the customer’s plant to see what might be causing production problems. NJM sees its mission as not only selling labelers, cappers, tablet counters, etc., but also helping to support their customers once the equipment is installed in the field.

“One customer was experiencing excessive wear and vibration on the labeler’s oscillating pressure station,” he said. “They could not track down the cause, and it was affecting production, so they scheduled a service visit.”  The machine in question was the popular high-speed Model 334 Charger Labeler installed in a pharmaceutical customer’s plant to run at 200 bpm with an outsert.   Downtime in production hurts when trying to meet crucial deadlines.

“The customer scheduled three days of service time to fix the problem.  Berry discovered in the troubleshooting of the machine, the pneumatic system of the labeler had been rebuilt by the customer and was missing a key component.  After replacing the component, it was back up and running in eight hours instead of the allocated time of 72 hours,” Berry said. “The machine was turned over to the night crew for production. All three shifts began operating at maximum production speeds.  The next day I was told they got the best numbers off the line in a long time.” While onsite, Ted took the opportunity to check out a second line installed by NJM, to be sure it was working at full capacity.

Later, Berry reflected on the skills and knowledge that allow the customer service team to solve customer problems.

“Experience is key in being able to troubleshoot machine issues; even more important is having the experience of building the actual machine and knowing how it works.  NJM has a great support staff in the Montreal and Lebanon offices making solving field issues quicker,” he explains. “When we encounter other customers with similar machines, we apply our knowledge to the situation. We also tap into the large knowledge base we have among my fellow NJM Packaging service technicians.”

For service on NJM Packaging equipment:

Call Canada Office (514) 337-2289

Call USA Office (603) 448-3940

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