Miller Magazine Issue 109 / January 2019

23 NEWS MILLER / JANUARY 2019 As personal represen- tatives, they support customers with the di- agnosis and finding a solution, as well as in the selection and procu- rement of the required original replacement parts and consumables. The employees of the 24/7 line are also invol- ved in the coordination with the Brabender ex- perts in Research and Development and in the organiza- tion of service assignments – whether this is through re- mote maintenance or personally at the customer’s site. Star 4: Factory service – sophisticated rejuvenation Every device must be overhauled at some point. Then employees of the factory service at Brabender’s service shop repair the defective parts. They use original parts from Brabender in this process to extend the lifespan of the devices while also maintaining their value. “When we complete the services on our premises, the customers won’t have to pay the sometimes significant travel costs of a service technician. Wherever possible, we provide a loaner device so that work can continue without inter- ference during that time,” the Service Manager Kunicke says about the Brabender Factory Service. “We’re not just speaking about a repair but also a sophisticated rejuvena- tion of the devices. If needed, our specialized department will also install new wiring and, if desired, apply a new finish.“ If customers have older devices for which Braben- der no longer has replacement parts in stock, Brabender offers a production according to the original drawings. For measuring devices that are no longer needed but still functional, Brabender has set up the free sales platform Brabender Marketplace. All you have to do is register. This way the company wants to contribute to sustainability. Star 5 – Value-added services With a series of other benefits, Brabender offers ad- ded services that are truly special. Customers who want to go easy on their budgets and still test the condition of their devices within the defined timeframe can utilize Brabender’s inspection and maintenance contracts. “A regular check-up ensures constantly correct measure- ments that are necessary for a flawless, continuous pro- duction process,” is how the Brabender Service Director describes the high benefit of the maintenance contra- cts. “In the end, the customers can then avoid partially significant expenditures for handling complaints, not to mention damage to their reputation and image.“ Individual or standard – reliability is what counts Brabender customers can decide individually in which scope and how often the maintenance and inspections should take place. “We generally provide solutions that follow the needs of the customers. The smallest service we can offer is an inspection. This can be upgraded to the Standard Preventive Service (SPS). In this process we replace parts, calibrate and perform control mea- surements. This package in turn can be expanded to include emergency responses with the Premium Service (PS), and with a guaranteed replacement device and short response time to the Full Premium Service (FPS).” the Service Director Kunicke explains. In the cycles for preventive maintenance, the Bra- bender 5-Star Service also shows flexibility: whether on a quarterly, semi-annual or annual basis – in additi- on to these customary repetitions, agreements with a two-year interval are available. Kai Kunicke knows the benefits: “If you have a maintenance contract, you can specifically plan the costs for each budget year. Many customers often have separate budgets for such expen- ses. The budget for repairs can then be freed up.” As part of a maintenance contract, customers can get up- dates for the Brabender application software. Calibration Kit – reference material for food and chemistry The so-called Brabender Calibration Kit is a special “service”. Brabender customers can use it to compa- re the projected and actual values on their devices by themselves. It consists of reference material, procedural instructions and the measurement result of this material as a reference that was obtained on master machines. They are used only for this material and must always deliver the same results. This means that anywhere in the world, devices that are tested with this reference material correspond with the master device, the “ori- ginal meter”. If this is ever not the case, the customer can discuss possible solutions directly with the custo- mer service. In the end, we understand the sentence “We deliver more than just devices” very well. The Brabender 5-Star Service offers comprehensive services throughout the entire lifecycle of the devices. Even in case of comp- lex problems, the experienced and competent service technicians always strive to help as quickly as possible. This deserves five stars, in the truest sense of the word. Learn more about the Brabender 5-Star Service: https://bit.ly/2QO1sIa Fig. 3: Kai Kunicke, Brabender Customer Service Director