MULTIVAC, Inc. announced today the expansion of their premier technical service offering for the U.S. market with the unveiling of DirecTech enhanced customer support. This new initiative expands upon the existing 7 day a week support currently provided through on-call Technicians. The new weekend service will be manned just like any other weekday. Customers will now receive immediate direct access to live technical support, spare parts ordering and the ability to schedule and dispatch Technicians, reducing downtime and associated operational issues in the process, regardless of the day of the week.
Through DirecTech, MULTIVAC has expanded technical support coverage to include Saturdays and Sundays, staffing Troubleshooters and Spare Parts Specialists between 8 AM and 4 PM Central time. This expanded availability gives customers the opportunity to speak to a person who has direct, hands-on experience with MULTIVAC equipment 7 days per week. This expedites troubleshooting, corrective solutions over the telephone and weekend Technician scheduling. A spare parts desk and warehouse that is staffed all 7 days enables mission-critical parts to ship as quickly as possible to remedy any situation in the field. “At MULTIVAC we strive to be in touch with our customer’s needs. They are running and maintaining our machines 7 days a week, and as a premier machinery supplier we know our support during weekend production is critical to their success. Our 7 day a week, live technical support now means that for MULTIVAC customers, Saturday and Sunday are the new Tuesday and Wednesday,” stated MULTIVAC CEO and President Jim Campbell.
MULTIVAC DirecTech with live office staffing seven-days per week is truly new to the industry, but that’s not the only feature of the enhanced technical support. For problems that may occur outside the 8 AM - 4 PM time frame, customers have 24-hour help line access that can quickly elevate emergencies to MULTIVAC trained technicians. “When it comes to our customers, we want to partner with them for the long term,” stated Campbell. “Our goal is to ensure our customers are as satisfied in their 15th year of ownership as they were on the first day their MULTIVAC equipment began production. That’s why we created DirecTech.” MULTIVAC also leads the industry with more than 60 company trained field service technicians that are geographically located throughout the U.S., with plans for additional technicians throughout 2017.
The MULTIVAC Group, headquartered in Wolfertschwenden, Germany, has approximately 4,700 employees worldwide making up its 75 daughter companies. MULTIVAC, Inc. is the Group’s U.S. daughter company with headquarters in Kansas City, Missouri. The company’s product portfolio covers nearly all the packaging needs of the customer and includes thermoforming packaging machines, traysealers, chamber machines, labeling and quality inspection systems, and turnkey production lines. With over 50 years of forward-thinking experience, MULTIVAC is the undisputed worldwide leader in delivering innovative packaging solutions to industries as varied as food, medical/pharmaceutical and industrial goods.