Multivac, Inc. expanded its technical service offering for the U.S. market with the launch of DirecTech enhanced customer support. This new initiative expands upon the existing seven-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 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 a.m. and 4 p.m. CDT. This expanded availability gives customers the opportunity to speak to a person who has direct, hands-on experience with Multivac equipment seven 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 seven days enables mission-critical parts to ship to remedy any situation in the field.
“At Multivac we strive to be in touch with our customer’s needs,” says Multivac CEO and President Jim Campbell. “They are running and maintaining our machines seven days a week, and as a machinery supplier, we know our support during weekend production is critical to their success. Our seven-day-a-week, live technical support now means that for Multivac customers, Saturday and Sunday are the new Tuesday and Wednesday.”
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 a.m. to 4 p.m. time frame, customers have access to a 24-hour help line that can elevate emergencies to Multivac trained technicians.
“When it comes to our customers, we want to partner with them for the long term,” Campbell says. “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 has more than 60 company trained field service technicians that are located throughout the U.S., with plans to add additional technicians in 2017.