NJM Service Technician Diagnoses Problem Over the Phone in Minutes
NJM Packaging service technicians see their mission as not only installing new labelers, cappers, tablet counters, etc., but also helping to support their customers once the equipment is set up and running in the field. Blair Gilchrist, an NJM service technician based in Ontario, Canada, told us about a recent customer service success story.
A large vitamin packager with seven packaging lines has been a good NJM customer for the last 20 years. They have purchased their first Beltorque™ Capper to go on their CF-622 line, which runs large 500cc oblong bottles for 500-count Vitamin C chewables. Gilchrist explains what happened next:
“The vitamin packager reported that the reject paddle on the line was not rejecting bottles correctly,” he said. “I spoke to the customer on the phone, and confirmed that the cap inspection station was operating correctly and the sensors were functioning. The customer confirmed that the cap inspection was working fine and all related sensors were functioning.”
“I then asked if the conveyor speed had changed. They mentioned that they had in fact decreased the speed of the conveyor due to an issue on an induction sealer. I explained that the reject timing was affected by the conveyor speed on their particular machine. I explained the procedure for resetting the timing by executing the “teach” function for the rejects. They called back 15 minutes later and said it was working fine and thanked me for the assistance.”
Deep product knowledge and ability to think on their feet make our service technicians the best in the business.
For service on NJM machines:
Call Canada Office (514) 337-2289
Call USA Office (603) 448-3940
Next time: More service success stories!