Customer support by Koenig & Bauer MetalPrint
Always at your service
The after-sales service team at Koenig & Bauer MetalPrint supports its customers with a comprehensive range of services to ensure that their coating and printing lines run smoothly and without interruption – day for day, and wherever in the world they may be.
Koenig & Bauer MetalPrint does much more than simply supply original spare parts. Its expert problem-solvers are on hand to provide assistance and support whenever it is needed – whether for a new, high-performance MetalStar3 press or a vintage line which has already been a dependable workhorse for several decades. “We have structured our service offerings around four main pillars: Original spare parts, upgrades, maintenance and hotline support. And of course the success of our customers is always the guiding principle for our work,” as Jochen Baudisch, after-sales director at Koenig & Bauer MetalPrint, points out.
Original spare parts
Koenig & Bauer MetalPrint has a long tradition in developing and manufacturing spare parts to the highest quality standards in order to preserve the legendary reliability of its products. As Koenig & Bauer MetalPrint today offers more and more spare parts and spare part packages on very favourable terms, it is well worth visiting the company website at regular intervals to check out the latest promotions and specials.
High adhesion forces between metal sheets can lead to imperfect sheet separation on the feeder. An ultrasonic sensor is a reliable means to detect double or multiple sheets in the stream
Upgrades
“We are working continuously on innovations to further improve the performance of our printing and coating lines. With our hardware upgrades, our customers stay abreast of technical advances and continue to decorate metal sheets to the highest standards,” says Ivar Emde, product manager for after-sales service at Koenig & Bauer MetalPrint, in explaining the philosophy of keeping customers up to date with the latest technological developments. Such upgrades can start with relatively small features such as ultrasonic double-sheet detectors for the feeder. At the other end of the scale, there are options for extensive electromechanical upgrades including overall line synchronisation for complex tandem coating lines or EcoTNV retrofits (thermal exhaust air purification for sheet drying ovens). Ivar Emde: “No matter how big or small, with all our upgrades we have an eye on customer benefits and short ROIs to make existing printing or coating lines better, faster and greener.”
Maintenance
More and more customers of Koenig & Bauer MetalPrint are recognising the clear correlations between productivity, reliability and maintenance. The current Select Maintain packages address this market trend and not only help to rectify unforeseen problems in the field, but also support preventive measures to avoid unplanned downtimes. The Select Maintain portfolio thus includes not only preventive maintenance and function checks according to a manufacturer checklist, but also annual safety inspections for the drying ovens, for example. It goes without saying that the technical status of the line is documented carefully at the end of the work, and recommendations for further improvement are discussed together with the customer.
24/7 hotline
Metal decorators all over the world can now contact the Koenig & Bauer MetalPrint hotline at any time of the day or night. Remote maintenance experts are able to call up diagnostic, software and control data via a direct online link. Almost 80% of all cases can be solved directly, enabling the printing or coating lines to return to full production as quickly as possible, without a potentially extended wait for a technician to attend in person. “In this way, our remote service experts are guaranteed fast and cost-effective access to the installed machines of our customers,” says Tolga Turan, head of technical support and field service at Koenig & Bauer MetalPrint. “And the best thing is that our customers can now secure the services of our team of experts at an attractive flat rate thanks to our new Select Remote service package,” he concludes. For all older presses which still incorporate a conventional analog modem, there is naturally an upgrade available to a modern, state-of-the-art broadband solution.
Ivar Emde
Background photo: When every second counts: Fast interactive assistance via Visual Customer Support