Surface solutions provider introduces new four-step process to ensures efficient start up and operation for customers

Phil Black - PII Editor 12/09/2013

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Sulzer Metco, a global surface solutions provider, will highlight the expansion of its optimised customer support services at Schweissen & Schneiden in Essen, Germany, 16 to 21 September, 2013. The company has adopted a four-step approach to ensure customers’ needs are met with the highest efficiency, with the goal of boosting customer profitability and competitiveness.

The full range of services includes knowledge assessment, technical recommendations, installation and training, sales and after-sales support through its Coating Solutions Centers (CSC) and its newly-established department for Technical Customer Support (TCS). These services complement the company’s rapidly expanding range of technology solutions that combine unparalleled materials, technologies and expertise from a single source.

Coating Solutions Centers for optimized production
With its comprehensive surface engineering capabilities, Sulzer Metco’s CSC helps customers determine the best option for maximizing the efficiency and performance of new and existing products. The CSC offers customers specialized surface enhancement solutions from its four centers located around the world, delivering a global knowledge network backed by local support.

As part of the four-step process, the CSC first works with customers to understand their specific coating needs and address any challenges. This knowledge assessment can include sample testing and comparison and feasibility studies. Drawing upon its vast experience and extensive portfolio of coating technologies, the CSC then partners with customers to select the materials and processes that best address the customers‘ specific performance and production environment needs. As part of the technical consulting process, Sulzer Metco creates coating prototypes and samples, as well as proof of concept to make sure that the recommended solution generates optimum coating quality and performance results. To ensure smooth start up, the CSC then assists with equipment startup and troubleshooting, and provides customized training packages that enhance the customer’s efficiency, such as product demonstrations and robot programming support. Generating process and parameter optimization for customers, the CSC further solidifies Sulzer Metco as a single-source supplier combining surface engineering materials, equipment, high-end engineered systems and application know-how.

Technical Customer Support for sales and after-sales support
To complete the four-step approach, Sulzer Metco recently launched a newly set up the Technical Customer Support (TCS) department to further strengthen its technical consulting, process optimization, training and troubleshooting services. The CSC and TCS complement the purchasing process by allowing Sulzer Metco to support the customer throughout the product lifecycle, ensuring smooth start up and efficient production. “With our international reach spanning Europe, the Americas and the Asia-Pacific region, we pool our global knowledge together to give customers the assurance that queries will be answered promptly and accurately,“ said Mischa Weder, Head of TCS. “This allows us to make sure that our equipment and materials deliver the maximum benefit to customers.” Serving customers in multiple industries, including mining, oil and gas exploration and drilling, power generation, and aerospace, the CSC and TSC teams are supported by a network of engineers and technicians of Sulzer Metco’s equipment and materials business units.

An expanding package of support solutions
In addition to the unique support offered by the CSC and TSC, Sulzer Metco has long provided world-wide field service, equipment calibration services, and consumable and spare part logistics. Recent restructuring of its web presence at www.sulzer.com/sulzer-metco offers customers a wealth of technical product information, as well as material safety datasheets (MSDS) on line.