Customer Support

We provide support for equipment ranging from recently discontinued models to machines manufactured decades ago. Our oldest regularly serviced equipment dates back to the 1950s, with occasional support for even older machinery. The critical factor is not necessarily the age but rather the availability of documentation, parts, or enough information to reverse-engineer solutions. Our technical library contains manuals, schematics, and documentation for thousands of machine models across multiple manufacturers. For equipment without available documentation, our experienced technicians can often diagnose and repair based on their knowledge of similar systems and mechanical/electrical principles developed over decades of field experience.

Our response time for emergency service varies based on technician availability and your location, but we prioritize production-critical situations. For facilities within 200 miles of our headquarters, we typically provide same-day or next-day emergency response. For locations further away, we arrange the fastest possible scheduling, often within 48-72 hours. We maintain a team of field service technicians particularly for rapid deployment to emergency situations. When immediate physical presence isn't possible, we offer remote troubleshooting via phone and video conferencing to help your maintenance staff address urgent issues. Many clients maintain service contracts that include guaranteed response times for production-critical equipment.

The answer depends on several factors including equipment condition, production requirements, and replacement costs. For machinery with a strong mechanical foundation that needs only control or drive updates, maintenance typically provides a much higher ROI than replacement. We offer comparative economic analyses that factor in current maintenance costs, expected future repairs, production efficiency, and the capital investment required for new equipment. Our assessment includes intangible factors like operator training, production disruption during changeover, and facility modifications that might be needed for new machinery. Many clients find that a strategic maintenance program combined with targeted upgrades delivers the best economic outcome for 5-10 additional years of service.

Yes, we specialize in selective modernization that preserves the value of existing mechanical systems alongside updating controls, drives, and interfaces. Common upgrades include replacing outdated relay logic with modern PLCs, updating DC drives to AC vector drives, adding touchscreen HMIs to replace button controls, and installing data collection systems for production monitoring. We carefully evaluate the existing electrical and mechanical systems to design integration approaches that minimize disruption to the base machine operation. These hybrid solutions give operators modern interfaces and management better production data with the proven mechanical platform. For many applications, this approach delivers 80% of the benefits of new equipment at roughly 30-40% of the cost.