Multivac, Investing in Support -- July 2020 - 3

regional-based office in Chicago to support the
service team there.
These technicians make in-person plant visits to
assist with installations, troubleshoot equipment
issues and repair breakdowns.
"All of our equipment is sold with field service
installation included in the contract," says David
Sarazen, MULTIVAC's Vice President of Customer
Service. "We install the machine, and then
commission it with a certified MULTIVAC service
technician for production startup. The tech
conducts an overview and familiarization of the
equipment for the customer's sta , so they can
get started on the right foot."
The next aspect of the service technician's job
is helping to fix broken down equipment. When
service is required, the customer contacts the
regional office's scheduler to communicate what's
needed, and a service technician is then assigned
to the job. The technician then travels to the plant
to help the in-house maintenance crew get the
machine back up and running.
"The third part of our service is preventive
maintenance," Sarazen says. "This service is very

tailored to the specific customer's needs. It will
depend on how they are using the machine.
When a tech knows how the system is running, he
can o en suggest some preventive tips to keep
everything operational."
Preventive maintenance is carried out on
a regular basis. It is used to help prevent
equipment faults and failures in advance, and to
reduce unplanned downtime. Service technicians
work with the customers to agree on a service
schedule that best suits their operation.
A er installations, fixes and preventive
maintenance, MULTIVAC service technicians are
also called on to help customers with rebuilds
and refurbishments.
"When someone has a machine running in their
plant and they want to change it to process a
di erent sized package, that would require new
tooling," Sarazen says. "We call that a retrofit."
Investing in a completely new piece of
equipment isn't always in a processor's
operating budget, so making adjustments
through a retrofit can be a more economical way
to extend a machine's lifespan.

MULTIVAC Field Service Technicians

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Multivac, Investing in Support -- July 2020

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