Value Proposition and After-Sales Services
Services
At TMI, customer service does not end with the delivery of the equipment: it is the beginning of a relationship of trust and lasting support.
At TMI, we offer comprehensive, personalised and results-oriented customer service designed to support customers throughout the entire life cycle of their installation. We are committed to providing technical and human support that guarantees maximum efficiency, reliability and operational continuity for each piece of equipment.
From initial start-up to long-term maintenance, we work with a clear philosophy: to always be by your side to anticipate your needs, resolve any incidents quickly and ensure that your packaging and palletising line always operates at peak performance.
Our fundamental
pillars:
Efficiency and speed
of response in every interaction.
Proximity and empathy
, with personalised and professional attention.
Expert technical knowledge
of the product and end-of-line processes.
Commitment to continuous improvement
and total customer satisfaction.
Preventive Maintenance
"Better safe than sorry"
TMI’s preventive maintenance is designed to avoid unexpected downtime, detect potential wear and tear, and extend the life of your equipment. This service consists of a complete, scheduled inspection of the line components, ensuring that everything is functioning according to the original production standards.
Following the TPM (Total Productive Maintenance) methodology, we seek to maximise the availability and performance of each piece of equipment. To do this, we analyse indicators such as MTBF (Mean Time Between Failures) and MTTR (Mean Time To Repair), which allow us to measure the reliability and speed of system recovery. This data helps to reduce unplanned downtime and optimise maintenance efficiency.
It includes
- Comprehensive review of critical points and mechanical and electrical components.
- Checking the actual operation of the installation with the product.
- Training of personnel on the correct use of the equipment and error prevention.
- Delivery of a technical report with a list of recommended spare parts.
- 10% discount on spare parts and unlimited access to the TELE-SERVICE service.
Benefits
Reduction in unplanned downtime.
Increased reliability and continuous performance of equipment.
Savings on long-term repair costs.
Assessment and Monitoring
Long-term performance assurance
This service allows you to verify the operational status and actual efficiency of the line after a period of operation, ensuring that equipment maintains its optimal performance over time.
During the assessment, OEE (Overall Equipment Effectiveness) is analysed, a key indicator that combines availability, performance and quality. Thanks to this analysis, it is possible to identify the main sources of productivity losses and establish specific actions for continuous improvement within the TPM framework.
It includes
- Complete evaluation of the operation of all installed equipment.
- Measurement of production efficiency, cycles per hour and line availability.
- Practical training for staff on adjustments and good operating practices.
- Proposal of corrective actions and continuous improvement plan.
- 10% discount on spare parts and personalised advice.
Benefits
Ensures the stability of the production process.
Improves the efficiency and productivity of the facility.
Strengthens the technical knowledge of operational staff.
Service Year
Technical support
during the first year
During the first year of operation of a new facility, TMI offers a continuous support service with the same technician who participated in the start-up. Its objective is to guarantee maximum performance from the outset and optimise the use of the machinery in the long term.
It includes three scheduled visits
After 1 month:
- General review of the line
- Performance verification
- Parameter adjustment
- Basic training in incident resolution
At 6 months:
- Detailed follow-up on initial recommendations
- Refresher training
- Advanced adjustments
At 11 months:
- Comprehensive advice
- Future maintenance proposal
- Recommendations to extend the useful life of the equipment
Thanks to the continuous recording of operating and maintenance data, the technician can perform analyses based on OEE, MTBF and MTTR indicators, contributing to the improvement of overall efficiency and compliance with TPM principles.
Key benefits
Direct support from a specialist technician at your facility.
Progressive training tailored to the level of your operational team.
Smooth transition from start-up to autonomous operation.
Remote Assistance
TELE-SERVICE
TMI’s remote assistance service allows incidents to be resolved without the need for travel, ensuring an immediate response to any operational problem.
The data collected by the remote system can be used to calculate MTBF, MTTR and OEE, allowing faults to be anticipated and rapid corrective action to be taken in line with the TPM philosophy.
It includes
- Remote diagnostics and real-time process analysis.
- Continuous monitoring of machine status and fault detection.
- On-demand software updates.
- Direct telephone coverage with the technical team.
- Possibility of assistance outside normal hours with the extended service.
Key benefits
Resolution of 80% of incidents without travel.
Drastic reduction in downtime.
Service available at all times, from any location.
SERVICE +
Extended remote assistance Service Get assistance beyond our regular business hours!
Spare Parts Service
Over time, equipment requires the replacement of critical parts and consumables. The TMI spare parts service ensures that the customer has the necessary components at the right time, avoiding delays in maintenance and ensuring production continuity.
Includes
- Personalised list of wear parts, consumables and critical components.
- Complete spare parts kits and functional assemblies (according to SMED philosophy).
- Technical advice on component improvements and upgrades.
- Fast shipping and technical support during replacement.
Key benefits
Increased equipment durability.
Reduction in downtime due to lack of materials.
Improved overall efficiency of the production line.
Global Approach
to Continuous Improvement
All TMI after-sales services are aligned with the TPM methodology, which seeks to eliminate losses, improve efficiency and encourage staff involvement in productive maintenance. By monitoring indicators such as OEE, MTTR and MTBF, we offer our customers a comprehensive overview of the status and performance of their facilities, facilitating data-driven decisions to achieve maximum productivity.
We want
to hear from you
Your feedback helps us to continue growing and offering you more efficient, reliable solutions tailored to your needs.
Would you prefer to speak to us directly?
Call us and our customer service team will assist you personally.
Would you like to write to us?
You may send us an email and one of our Customer Service specialists will respond to your query or comment as soon as possible.
Would you like to share your experience or request assistance?
Fill in our contact form and we will respond within 24 hours.
Contact
TMI Customer Service
Rubén Ferrer -
Head of Customer Service Department
Telephone
Spare Parts
Technical Support
After Sales
Address
-
Polígono Industrial Camí dels Frares c/ Alcarràs, parc. 66
25190 - Lleida - ESPAÑA
Take part in our satisfaction survey
We would like to hear about your experience with our services. It will only take a minute:
