By Lynne Sherwin
A journey of a thousand miles — or thousands of parts — begins with a single step, and Conair’s latest service offering intends to make that first step the best it can be.
The auxiliary manufacturer’s new SureLaunch service program provides a technician for a day to help customers get a new piece of equipment up and running, and to prepare operators to continue the journey forward.
The program addresses customers’ workforce issues and will help them get more out of advanced technologies, said Jerry Fleming, Conair’s service manager.
“Processors are struggling with a labor shortage. Organizations are losing ‘legacy’ knowledge about equipment and processes as older experienced workers retire. And, while the functions of processing and auxiliary equipment functions remain familiar, there’s been a generational change in equipment capability,” he told Plastics Machinery & Manufacturing via email.
“Today’s auxiliary equipment can do more things, more precisely and efficiently, with less operator interaction than before, but they must be installed and configured properly to deliver optimum performance.”
He said in-house teams usually know the basics of installing hardware, but might not have expertise in the latest controls and electronics to ensure maximum performance at startup.
“To address situations like these, SureLaunch offers a day of on-site help from a Conair expert to assist with all aspects of auxiliary equipment setup and training — a seamless, expert-driven, one-day startup,” Fleming said.
SureLaunch, which costs $1,950 per day, plus the technician’s airfare if needed, includes:
- Setup and configuration/programming/calibration of equipment components and controls.
- Equipment startup, performance verification, and sensor and setpoint adjustments.
- Systems or equipment customizations, networking and communications.
- Operation and preventive maintenance recommendations.
- Two hours of focused staff training to answer questions on basic equipment operation.
It’s targeted at Net 30 or stand-alone equipment purchases — not covered by a project management or systems agreement — where rapid installation and return to production is critical, Fleming said, as well as for processors who want expert setup, training and performance verification.
“While most startups are straightforward, some require a seasoned professional to optimize the equipment’s capabilities to specific user needs,” said Jared Helfrich, Conair’s VP of customer care, in a press release.
That’s especially true as technology has grown smarter. Conair's extensive product lineup, ranging from drying systems, blenders and temperature control units to solutions for extrusion and recycling, is increasingly integrating advanced features such as its common control, equipment monitoring and artificial intelligence.
“Some customers do need a hand in configuring and optimizing their equipment, particularly when it comes to setting up controls and the related sensors, electronics and communications,” Fleming said. “We believe that when processors know they can install and operate new auxiliaries quickly — within a single day using SureLaunch — they will gain even more confidence in their investment.”
SureLaunch is the third service offering from Conair, which at NPE2024 highlighted two more customer care programs: machine health assessments (MHAs) and customized service agreements.
An MHA is a one-time facility visit to evaluate the performance and status of equipment, resulting in a detailed report of equipment condition and any repair or ongoing maintenance needs that need to be resolved by in-house technicians.
Service agreements go a step further, bundling MHAs with scheduled on-site visits, in-person or virtual training, access to discounted maintenance and replacement parts, and other services at regular intervals.
Some customers try an MHA and move up to a service agreement, since it can be more affordable than in-house maintenance staffing.
“Training is a constant concern, whether it’s in operating equipment, utilizing controls or in performing routine inspections and maintenance actions to keep equipment running,” Fleming said.
“Generalist maintenance personnel are typically stretched in many different directions and may not have the time or skill sets needed to diagnose and correct issues in the latest auxiliary equipment, electronics and automation.”
The service programs have been well-received so far, and Conair will consider developing more options as processors’ needs evolve, Fleming said: “Downtime is increasingly expensive, and customers are seeking affordable/predictable alternatives to traditional parts/service support.”
Contact:
Conair Group, Cranberry Township, Pa., 724-584-5500, www.conairgroup.com
Lynne Sherwin | Managing Editor
Managing editor Lynne Sherwin handles day-to-day operations and coordinates production of Plastics Machinery & Manufacturing’s print magazine, website and social media presence, as well as Plastics Recycling and The Journal of Blow Molding. She also writes features, including the annual machinery buying survey. She has more than 30 years of experience in daily and magazine journalism.
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