DEDICATED CUSTOMER SERVICE

Here at RMGroup we understand that the availability of parts and a strict service regime is crucial to all of our customers to minimise downtime. That’s why we have compiled a number of preventative measures for our customers to put in place following the commissioning period. Our highly skilled mechanical and electrical engineers are the driving force of our ‘customer care team’. To book a service simply contact our office.

SERVICE TEAM

All new equipment supplied by RMGroup is covered by 12 months warranty. Used equipment is supported by 6 months warranty. This covers any repair or replacement of defective parts from the date of installation. As standard, all systems are installed by our engineers who stay on site until your operators are comfortable to operate systems alone. Any additional training at a later date can be provided but charged to the customer.

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Service and aftersales support and training customer service satisfaction care

SERVICE COVERAGE

RMGroup have highly trained mechanical, electrical and control systems engineers across the UK. This allows us to respond rapidly to any service or support requirements either via a site visit, or remotely via our eWON system – an internet based, remote access tool. This allows us to diagnose, respond and repair to any breakdowns or problems that may affect the customer and minimise expensive downtime. This peace of mind is key in continuing a strong customer relationship.

Service and aftersales support and training customer service satisfaction care

PLANNED PREVENTATIVE  MAINTENANCE

Preventative maintenance carried out by one of our dedicated service team is essential in allowing you to minimize the risk of equipment failure and expensive production downtime.

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Aftersales service support care customer satisfaction

Robot Servicing Contracts

RMGroup service contracts are the best way to ensure as little downtime as possible with servicing at regular intervals to maximize the lifetime of the equipment

Preventative maintenance to robots will allow our engineers to detect any malfunctions or issues before they cause you downtime. We will also keep machinery calibrated , adjusted and working to its optimum performance.

B
S
G
Planned Maintenance
Planned Maintenance
X
X
X
Maintenance Report
X
X
X
Lower Labour Rates
X
X
X
Replace Filters
X
X
X
Field Service Engineer within 36 hours
X
X
X
Full Travel Cost Coverage
X
X
X
Field Service Engineer within 24 hours
X
X
Battery Replacement
X
X
Replace oil/grease in all axis
X
X
Technical Support (Office hours)
X
X
X
Technical Support (6am – 8pm)
X
Parts Availability (6am – 6pm)
X
Field Service Engineer within 12 hours
X

Form Fill & Seal Servicing Contracts

As suppliers of Form Fill & Seal systems RMGroup are specialists in the installation, maintenance and servicing of all types of automated packaging systems

Service contracts can be arranged for regular maintenance or our engineers can visit your premises when needed. Bagging machines can be completely reconditioned, either on your site or returned to our factory in Newtown to be overhauled in our 50,000sq ft maintenance facility.

B
S
G
Planned Maintenance
Planned Maintenance
X
X
X
Maintenance Report
X
X
X
Lower Labour Rates
X
X
X
Replace Filters
X
X
X
Replace Teflon
X
X
X
Replace knife
X
Replace Heating Elements
X
Replace Film Drive Belts
X
Replace Film Drive Wheel
X
12 Monthly Subscription to EWON
X
X
X
Field Service Engineer within 36 hours
X
X
X
Full Travel Costs Coverage
X
X
X
Field Service Engineer within 24 hours
X
X
Replace Batteries
X
X
Replace Oil / Grease in gearbox
X
X
Technical Support (Office Hours)
X
X
X
Technical Support (6am – 8pm)
X
X
Parts Availability (6am – 6pm)
X
Field Service Engineer within 12 hours
X

REMOTE CONNECTIVITY

Remote connectivity

RMGroup are able to supply connection to the internet in any environment no matter how remote due to the flexibility of the routers we use providing a secure connections via Hard Wired installations, WI-FI or 3G..

Remote Monitoring

Through the use of routers and software RM are able to provide a secure connection between computers and production lines. Allowing for secure live feed connectivity to CCTV surveillance, HMI panels of palletising robots, Form Fill Systems and conveying to be displayed and controlled from a web browser.

Off-site fault finding

Hardware fitted inside control panels allow RM engineers to carry out preventative remote access maintenance, fault finding and programme changes remotely from RMGroup HQ, Saving uncountable hours of downtime for customers.

Unlimited options

The remote access service is available as a part of an annual servicing plan. Please contact our service manager to inquire further