Service
Remote connection, on-site assistance
Every Vimco machine is set up for remote connection via in-house developed software. Our technicians connect in real time, check the machine’s status, and intervene directly in the operating logic, without intermediaries or the need to interpret an unfamiliar situation.
90% of issues are resolved remotely, without the need for an on-site technician. When a physical intervention is required, the service department will visit the customer as quickly as possible. In both cases, the team carrying out the work knows the machine inside out: it is the same team that commissioned. This affects diagnosis times and the quality of the solution, especially when machine downtime results in direct production costs.
Our service department continues to support customers for years after installation.
Preventive maintenance does not wait for a breakdown: our technicians assess the machine’s condition and advise on what needs updating or replacing before it becomes an operational issue. It is a service designed for those who want to ensure continuous production over time, without having to deal with breakdowns as they occur.
At any time whilst the machine is in use, you can request a preventive maintenance visit from our Service Department. One of our technicians will carry out a thorough check of the machine’s condition and compile a list of recommended spare parts for worn components or those at risk of future failure.
For systems requiring more in-depth modernisation, revamping is available: the machine returns to our factory for a complete overhaul. It is possible to develop new formats on machines that are already installed. We analyse the technical feasibility, confirm and initiate the procedure, so that the existing system adapts to new production requirements without having to purchase a new machine.
The right part at the right time
We manufacture the mechanical components for our machines in-house. This allows us to manage priorities autonomously: in an emergency, we can deliver within 24 hours without relying on external suppliers.
With every machine, we provide a list of the parts most prone to wear and tear. You can purchase a ready-to-use spare parts pack, ensuring the component is available without waiting for a new delivery.
On-site training and webinars for technical staff
The installation includes hands-on training for the operators who will be running the machine. Our technicians train staff in the correct use of the equipment and do not simply start up the system; they support the customer until the machine achieves the agreed production performance.
The operating manual is provided in the language requested by the customer. The final version is issued after installation and is updated with all modifications made during production commissioning.
Support tailored to your needs
The standard machine warranty is 12 months from delivery, with the option to extend it on request. Maintenance packages can be customised according to the type of machine, frequency of use and the level of coverage required.
For those operating in markets with specific requirements, we manage the necessary certifications, including CSA/UL for the US market. Each support plan is defined in consultation with the customer, based on the plant’s actual operating conditions.