These are exciting times at MPS!
We’re growing fast, and at a global scale, with new installations, agents, a branch office in Asia, and many new additions to the MPS team.
But rest assured, we’re making sure that Service is keeping ahead during this flurry of growth.
Increased support
We’ve added more technicians, engineers, and helpdesk support to our Service organizations for Europe, Americas and Asia. And we’re still actively recruiting.
I just spent a week at our North America Demo & Applications Technology Center in Green Bay and came back impressed. With a recent addition of a Senior Field Service Technician, the team is responding quickly to service requests from our North American printers.
Service there is also supporting local manufacturing of presses and on-site demonstrations, in addition to special printing projects such as the revolutionary new 3D lenticular label technology on a flexo press, launched in cooperation with Imageworx.
New to the MPS Asia team is Julius Urbano as Regional Service Engineer. Julius will provide local pre- and post-installation technical service for MPS presses in the Asia-Pacific region and support local service engineers of our various agents.
MPS Academy: our intensive training program
As mentioned in my previous blog, we rolled out as planned an intensive training program named the MPS Academy.
Initially designed for internal staff, but soon to be extended to partners and customers as well, the MPS Academy takes place in our Technology & Expertise Centre in Arnhem alongside our three running presses: the EB label solution, EF multi-substrate, and EF SYMJET hybrid printing solution. MPS Academy consists of various training programs led by our experienced engineers and supplier partners, such as Bosch Rexroth who was recently onsite.
Nine programs are scheduled this year on various topics, with the goal to help further educate the Service team to respond quicker and with confidence to customer service requests.
Webinar Wednesdays and FAQ Fridays
We’ve introduced two new and cool interactive service tools!
Webinar Wednesday is brought to you on video by Hans Poortinga, Manager of the MPS Technology & Expertise Centre in Arnhem. As a series of four episodes and released on the last Wednesday of the month, Hans shares valuable printing tips such as how automation of the prepress stage contributes to a future-proof printing process and the benefits of hybrid printing.
FAQ Friday is another new video support tool where every Friday one of my colleagues will answer a frequently asked question that we’ve received on the helpdesk or submitted by a customer. In our first episode, Customer Support Engineer Lizzy Doorman explained what to do in case of a machine error. Last week, I talked about the delivery time of service parts in the seconf FAQ Friday.
If you have a question that you’d like answered on FAQ Friday, send it to us here.
To ensure you don’t miss an episode of Webinar Wednesday and FAQ Friday, subscribe to the MPS YouTube channel!
An ounce of prevention is worth a pound of cure…
…this famous quote by Benjamin Franklin is so true.
We heavily advocate the benefits of a preventive maintenance service contract to help keep our presses running optimally. Contracts, which can be tailored to your needs, involve a regular on-site inspection visit from our service engineer with a very detailed checklist to thoroughly evaluate your press. After the visit, you’ll receive an analysis report and if necessary, a quote for any replacement parts or additional on-site service needed.
Recently, members from our service team went on a two-week courtesy tour in Denmark, to proactively visit MPS customers to perform on-site service and demonstrate the value of MPS preventive maintenance plans.
Our next courtesy tour will be in Germany and France. If you’re a printer there and would like us to stop by, let us know.
24x7 world-wide support
Case management is still a primary focus in service, and not just from inquires received through our help desks. We’re tracking all service-related support, to pool expertise and continually improve how we can best serve our customers.
With increased support in Europe, Americas and Asia, we are well on our way to providing true 24x7 world-wide support.
In the meantime, we’re keeping our eye on the ball.