From routine maintenance to customer specific advice, MPS’ experienced service engineers and inbound technicians help keep your press lines running at optimal performance.
Online and field service is dispatched from MPS headquarters in Arnhem, The Netherlands and at MPS Systems North America in Green Bay, Wisconsin, but the hub of training and new initiatives takes place in Arnhem.
As a current or future MPS press owner, service and support is an important part of your investment. My role at MPS as After-Sales Manager, is to provide a best-in-class service and support organization.
Here is an overview of our current structure with recent enhancements and exciting new developments well underway.
A solid foundation
With a well-equipped and experienced help desk, MPS service technicians can go on-line via remote diagnostic controls built with each press and successfully resolve service requests 90% of the time. Additionally, four new service engineers were hired to respond quicker to customer issues in the field.
Also proven efficient is the division of three distinct areas of service and support:
1. Expert helpdesk
2. Ordering of spare parts
3. General service for maintenance requests and scheduling inspection and engineer visits
An MPS maintenance service agreement also helps prevent your press downtime through consistent regular press maintenance and yearly maintenance performed by an MPS certified engineer.
Many of our agents additionally provide dedicated service technicians that are well-trained and can offer effective local service to MPS customers.
Steps for fine-tuning
To strengthen our problem-solving capability and reduce response time to your service inquiries, MPS is recruiting additional service technicians, software specialists, and customer care managers along with increasing expertise through regular training sessions.
Also, now in place is a centralized helpdesk management tool that converts each service inquiry into a case — to track the number of requests, press type, and detailed description of the issue to ensure proper and timely follow-up to every request. Monthly meetings with the MPS engineering team ensures issues are resolved and feedback is shared to enhance product development.
We’re also implementing remote analysis by means of Big Data —parallel with our new ‘talk to me’ connectivity technology – which tracks interaction between MPS printing presses and Management Information Systems (MIS). With so much available stored information, it’s critical to determine what’s important to measure, such as identifying and preventing common issues that are costly to you as a printer and disruptive to your print jobs. Remote analysis of this collective Big Data helps predict press behaviour and implement any necessary preventative measures.
Plans are also being finalized for a more structured guarantee procedure and implementation of online sales of consumables and spares.
The Red Box
As a highly popular and valuable option with the sale of each MPS press, The Red Box provides critical spares that are tailored to your specific press requirements.
Significantly enhanced since its initial launch, The Red Box is designed as a uniform, pallet-sized container containing 2-3 and foldable boxes, to easily retrieve popular replacement parts that will keep your press running.
Technology Centers complementing MPS service
A Technology & Expertise Center is based at headquarters in Arnhem, and very recently, MPS Systems North America and Green Bay Packaging Coated Products Operations opened a joint Demo & Applications Technology Center in Green Bay Wisconsin.
As a press operator or business owner, the Technology & Expertise Center in Arnhem provides you with an ideal educational setting with regular offering of print training, press demonstrations and print technology programs. The center is also a hub for press developments and enhancements to address market needs.
The new Demo & Applications Technology Center in Green Bay Wisconsin, part of the local organization of MPS in North America, features the best in productivity, flexo print quality and flexible converting with a 10 color 17 inch EF multi-substrate flexo press equipped with UV/LED, hot air dryers and a large number of different converting options — available for your personal demonstrations and print testing.
In Arnhem, plans are in motion to enhance the center with the addition of an ‘MPS Academy’. This will boost regular technology-driven training programs for staff, agents and customers and comprehensive, tailor-made workshops led by a dedicated training manager. Initial rollout is planned for early 2018.
How to contact MPS Service and Support
MPS provides a central service organization in Arnhem available to support you on weekdays from 06.00 until 22.00hr CET and on Saturdays from 08.00 until 18.00hr CET via the expert helpdesk available at:
Service Support hotline
+31 26 760 15 05 (option 1, Support)
For support in ordering spare parts:
Service Spares hotline
+31 26 760 15 05 (option 2, Spares)
For all inquiries regarding general MPS service maintenance requests, inspection visits and engineer visit planning:
General Service hotline
+31 26 760 15 05 (option 3, Service)
To reach service from MPS Systems North America:
MPS North American Hotline
+1 (844) 465-7035
Marc-Jan Goossink is Manager After Sales at MPS.