At Multiline we try our best to design and build high quality reliable machines recognizing the need for equipment which approaches 100% uptime. A program has been set up to achieve this goal. Multiline Technology has established a three-tier policy aimed at keeping your machines running.

First is to provide machines that never break down. Obviously this is impossible but, that is the ultimate goal of Multiline. Multiline is constantly testing new assemblies in an effort to find the weak components and design them out before we go into production. The next step of this process is a full time reliability engineer whose job it is to accumulate and maintain a database of all problems, break-downs, wear-outs and repairs that occur throughout the world. Not an easy job since there are thousands of different machines in 28 countries, many still running strong after 15 years of service. Having this database allows us to focus on any recurring problems so they can be resolved at once or redesigned with the next revision of the machine.

Secondly, when and if there is a machine failure the goal is to fix it as fast as possible. This is the job of our “Technical Services Group”. Multiline presently employs 18 direct service people in the U.S. and Europe. This group is backed by trained personnel employed by our agents and representatives. To keep all these people current on our equipment requires a great effort on the part of our Technical Services Manager.

Tech Services runs regularly scheduled training classes for our people, reps and agents. These classes are also open to our customers. Customers who attend these classes often find they can help themselves with some additional Multiline phone support..

Thirdly, comes the issue of spare parts. Having these trained service people does no good with out the right parts in stock. In our parts lists, there are over 20,000 part numbers, with over 4500 active parts. Obviously having the right part at the right place at the right time is difficult. Tech Services makes an effort to inform customers on the importance of stocking certain parts that we may consider wear items. Since our corporate commitment to our customers is to provide better service and rapid repair, we have since started stocking parts in different warehouses around the world. Under strict scrutiny and constant grooming all our inventory over the world, Multiline tries not to run out of just the part that is needed at the wrong time, of course this happens, and when it does. The Technical Service Manager has the power to request a part from any job kit or in process machine in our factory. This ability plus our large inventory allows us to respond to most emergencies.