Multivac, Investing in Support -- July 2020 - 5

having access to a machine expert at all times,"
he says. "We rarely need to resort to waiting
for a tech to come on-site, we're usually able to
resolve our issues on the phone with their tech
support team."
In addition to the crew working the DirecTech®
service, there is also a team of support specialists
who have more in-depth knowledge in certain
areas pertaining to MULTIVAC equipment. Their
expertise includes printing/labelling machines,
traysealing equipment, MULTIVAC's new
TVI portioning line, control systems and the
company's FRITSCH bakery products line.

issues that arrive with the equipment we run in
our facility," Atherton adds.

Service through technology

With the majority of DirecTech® calls circulating
around electronics or control systems issues,
MULTIVAC specialists are beginning to use
emerging technology to help troubleshoot
problems even more quickly to find the optimal
solutions. Many of the company's newer
machines are equipped with VPN (Virtual Private
Network) access, which provides the service

"Most of the DirecTech® calls circulate around
electronics or control systems," Sarazen says. "If
it's a mechanical issue, most customers don't call
DirecTech®, they go directly to the field service
office to request a technician right away."
There is no extra charge for MULTIVAC's
DirecTech® service.
"Having a machine expert available to assist
in troubleshooting whenever needed is vital
to helping us solve some of the more complex

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Multivac, Investing in Support -- July 2020

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