Comexi has continued to strengthen its service unit around the world, as it seeks to provide customers with ‘excellence in all their processes and the best technical advice’.
Created as a business unit in 2015, Comexi’s technical service department has been consolidated over the last three years by restructuring its internal organization and strengthening the technical team with the incorporation of a large number of engineers. Engineers already make up 60 percent of the units staff, among which are software and mechanical specialists, R&D and process engineers.
Another key point of this division has been the reinforcement consulting services, detection and resolution of problems, with the implementation of the ‘Premium’ service for clients that request it, in line with the company’s work to improve its ability to respond to the needs of customers technical queries, availability of spare parts, 24-hour technical assistance, and software and machinery updates.
Iban Sabata, who is responsible for the service unit in Comexi, said: ‘In recent years, it has been seen that the quality and immediacy of technical assistance is increasingly important for our customers, as we receive more than 12,000 consultations a year, of which 99 percent are telematic.’
The assistance carried out by the company also includes: management of spare parts of all product lines anywhere in the world; the development of annual operational maintenance programs that optimize the productivity of the equipment by reducing downtime through the PAP system (Periodic Assistance Program); follow-up audits; and retrofittings to revamp machines and extend their useful life, as well as upgrades to improve productivity.
All this is managed worldwide as Comexi has a footprint in the US, Russia and Southeast Asia, two production plants in Brazil and Italy, and field engineers in countries such as Argentina, Uruguay, Colombia, Mexico, Guatemala, the Dominican Republic, the UK, Russia, Thailand and India, among others.
Eduard Ridaura, service provision manager at Comexi, commented: ‘When we talk about service, doing it well is not enough. Our short-term goal is for Comexi to distinguish itself by offering the best assistance on the market.’
A recent development has been the implementation of augmented reality through Comexi’s Remote Support Plus system, which uses smart glasses with augmented reality to allow information to be shared visually between field technicians and the support department, in real time. This helps reduce machine downtime and improves efficiency, according to Comexi.