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Be assured of your success

Tailor-made after-sales solutions. For maximum performance.

MULTIVAC CustomCare solutions comprise a wide range of first-class after-sales products and services, which are perfectly tailored to your requirements. They range from preventative maintenance, machine optimisation inspections and retrofits, through to remote assistance, live support, genuine spare parts, express repairs and of course our Helpdesk, right up to the user-friendly myMULTIVAC Customer Portal, which is your access to the MULTIVAC world.

Our customised after-sales services are specifically designed to increase the output, availability and productivity of your machines. More than 1,000 MULTIVAC CustomCare staff worldwide work around the clock to assure your success and 100% satisfaction.

Preventative maintenance icon-plus-accordion

Preventative maintenance

Minimise unplanned downtime efficiently.

MULTIVAC has developed a preventative maintenance program, so that you can operate with our machine solutions as simply and conveniently as possible. This maintenance program, which is tailored to your particular requirements, means that you can be sure of the smooth operation and optimum output of your equipment over its entire life cycle.

The benefits speak for themselves: our preventative maintenance program counteracts the creeping loss of machine output and pack quality, and it keeps your production costs to a low level. In addition to this, the reliability and availability of your machines increase significantly, while maintenance tasks can be tailored exactly to your needs and planned to suit your schedule.

Take advantage of our preventative maintenance program. It pays off. By using this cost-effective and holistic concept, you can significantly increase the productivity of your machines and at the same time extend their lifespan.

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Inspections

Just gain more security.

A significant part of our inspection is the checking and documentation of the current condition of the components in your machines. Our MULTIVAC experts are therefore able to identify any weak points at an early stage, as well as assess the potential for machine optimisation. Targeted measures can then be taken in line with your particular needs and plans. This enables us to provide the optimum output and efficiency for your MULTIVAC machines - at all times.

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Extended warranty

MULTIVAC solutions stand for efficiency, machine and process reliability, and above all durability. But even the best machines need care, if they are to operate efficiently and sustainably on a lasting basis. It is for this reason, that the MULTIVAC warranty can be extended to up to 48 months, if combined with a preventative maintenance agreement. In this way you can protect your investment, while also exercising full cost control. The extended warranty means that you enjoy the best protection for all premium components, and you don't need to fear any unexpected repair costs.

Under the terms of the agreement, MULTIVAC will repair or replace any defective components quickly, professionally and without fuss. Thanks to our extensive stockholding, sophisticated logistics, and the high level of technical expertise of our specialists on-site, we can ensure that your MULTIVAC equipment has the maximum machine availability. And for its entire lifespan. In over 165 countries throughout the world.

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Remote Assistance

Your personal online support.

Thanks to rapid and live support via remote access, we can reduce your unplanned downtime with MULTIVAC Remote Assistance. Any problems that arise are analysed and solved by our experts online working with you. Step-by-step and without travel costs and unnecessary waiting time.

Remote VPN

Using the Remote VPN assistance tool, our team of experts can gain direct access to the machine control of your MULTIVAC. A secure VPN connection, which can only be activated by you at the machine's control terminal, is used as the interface. By using Remote VPN, you enable us to correct operating parameters on the machine, so that we can support you in a very targeted way, for example by identifying a fault or installing a software update.

 

 

 

Remote Assistance for your MULTIVAC machines

Live Support

Using the Live Support assistance tool, our team of experts can help you in an even more wide-ranging and specific way. To use this tool, you only need your mobile device such as a smartphone or tablet with Internet access. Everything else is designed to be very easy and effective.

By using your mobile device, you are guided by your MULTIVAC contact person to precisely the component, which is causing the fault. Using voice activation as well as notes and drawings shown on the live display of your device, the expert gives you full support in eliminating the fault yourself - just as if he were standing beside you. The very positive feedback from our customers has encouraged us to increasingly integrate such digital solutions into our range of services.

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Smart Services

Greater efficiency thanks to digital solutions.

Benefit with MULTIVAC Smart Services from transparent processes and process data in real time. When used intelligently, they are a crucial factor in your success, as well as making an important contribution to the maximum efficiency and cost-effectiveness of your machines or lines. Our experts will be happy to advise you without obligation, on how you can use MULTIVAC Smart Services profitably on new and existing equipment.

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Helpdesk

Our Helpdesk is focused on providing fast and effective troubleshooting, as well as giving advice to our customers on all technical questions. Our highly qualified Service staff accompany you throughout the entire life cycle of your MULTIVAC machine - from the initial installation onwards and including any retrofits or general overhauls.

All our customers enjoy technical support in their particular language and time zone* from our local Service specialists. Our experienced Service advisors are specially trained to support you quickly, practically and efficiently, so that your production is soon running again without a long period of downtime.

*Depending on the location of the nearest available MULTIVAC subsidiary.

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Genuine spare parts

Genuine spare parts from MULTIVAC protect your machine, and they ensure that safe, reliable and efficient production is maintained. They stand for maximum performance and lifespan, as well as long-term security for your investment. A significant contribution to maximum machine availability and the overall efficiency of your production.
 

Our philosophy

  • Highest level of quality and reliability
  • Rapid spare parts supply worldwide
  • Long-term availability
  • Secure identification
  • Easy ordering
  • Comprehensive advice

 

 

 

 

 

 

myMULTIVAC

Your central access point to the MULTIVAC world

Using myMULTIVAC, you can order spare parts and consumable materials for your MULTIVAC machines quickly and easily around the clock, and you can gain access to information about deliveries, dispatches and invoices for all your purchase orders.

 

MULTIVAC spare parts and your benefits as a customer

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Factory refurbished

As good as new.

Factory refurbishment of components

Despite many years of reliable service, certain components of a machine undergo a process of wear due to the nature of their operation. And coatings, gaskets etc. also lose their effectiveness over time due to external influences. Do something to counter this. Thanks to a professional repair or overhaul by the original manufacturer, even severely worn components can regain their full performance capability and reliability.

A factory refurbishment is available for many components, such as for example:

  • Sealing plates
  • Heating plates
  • Cutting tools
  • Lifting units
  • Electronic components
  • etc.

Factory refurbishment of complete machines

In the case of such a complete factory refurbishment, the entire machine and all its relevant components are disassembled, cleaned, checked and, if necessary, overhauled or replaced with MULTIVAC original parts. This means that you benefit over the long term from the kind of quality and reliability, which only the original manufacturer can offer.

A factory refurbishment with full documentation ensures that:

  • Your machine meets our high performance and quality standards again
  • The currently applicable safety standards are met
  • The up-to-date software is used
  • The general overhaul was carried out using MULTIVAC original parts
  • All work was performed by MULTIVAC experts



There are also second-hand machines, which have been bought back by MULTIVAC and completely overhauled, and these are available for quick delivery - please ask your MULTIVAC advisor.

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Modernisation

The MULTIVAC Retrofit modernisation service allows you to adapt your existing machines to new tasks and market requirements. By integrating new modules or retrofitting additional functions, we can extend the service life of your machine and increase its efficiency. By completely modernising your machine, we bring the hardware and software as well as the safety systems up to the latest state of technology - and all of this of course documented in full.

After providing individual analysis and advice on your machine, our specialists will work with you to determine, in which areas your machine could most benefit from improvement:

  • Packaging material efficiency
  • Automation
  • Labelling and marking
  • Die change
  • Product inspection and safety
  • Hygiene
  • Accessories
  • Maintenance systems and audits
  • Central assemblies
  • etc.

 

 

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On-site service

Best in class, around the clock.

No company today can withstand long periods of downtime. The cause of a fault has to be identified quickly, and then eliminated easily and rapidly, particularly if you are producing on a just-in-time basis. MULTIVAC is in a position to provide both local and global support.

With their profound know-how and many years of experience, more than 850 MULTIVAC service technicians throughout the world are by your side at all times. We are focused on providing you with technical support on-site, as well as ensuring that your operation runs smoothly, and that any faults are eliminated quickly and professionally. This is how we can guarantee the maximum availability of all MULTIVAC machines, whether they are already installed or yet to be installed.

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Training

Live. Online. Interactively.

By purchasing a MULTIVAC solution, you have chosen equipment in which quality, functionality and performance take pride of place. The potential of your investment can be exploited even better through training courses for your staff.
The range of training courses available from MULTIVAC encompasses both standardised courses and customised courses, which take place either in our MULTIVAC Training Centers, with you on-site or alternatively online.

The program of courses is primarily aimed at operators, line supervisors and maintenance personnel. The course contents are worked through and taught interactively in small groups, using both theoretical and practical modules. Successful completion is confirmed by a certificate. The detailed course documents ensure the knowledge obtained is available at any time later on.

Our training team will be happy to advise you in more detail, as well as recommend a suitable combination of possible course modules for your staff.

Comprehensive expertise in packaging solutions.

Ecologically and economically sustainable.

MULTIVAC's expertise in packaging solutions is both environmentally and economically sustainable. Our range of products, systems and customised services ensures that the highest levels of efficiency and productivity are achieved.

At MULTIVAC you will find experts in your product sector, who are very familiar with all the regulations and standards of your industry. Focused on your range of products and target groups, there are almost unlimited possibilities open to you: a wide range of packaging technologies, Industry 4.0 compatible automation solutions, and labelling as well as quality control systems.


Thanks to CustomCare after-sales solutions and digitalised real-time analytical tools such as MULTIVAC Smart Services, we ensure from the outset that maximum operating security, process reliability and line efficiency are achieved. Over the entire life cycle of your equipment.

 

MULTIVAC CustomCare

Be assured of your business success.

Tailor-made after-sales solutions. For maximum performance.