With a diamond, DC, or HiPIMS coating system from CemeCon, tool manufacturers receive far more than high-performance technology. A comprehensive service offering ensures that all coating processes run smoothly in the long term. The freedom that in-house coating allows is seamlessly complemented by the assurance that someone is always there to help: personally, quickly, competently, and always on an equal footing.
‘Making outstanding technology usable in one's own company with proper training already gives tool manufacturers a significant advantage in the market. Moreover, having access to an experienced partner with extensive expert knowledge at any time secures additional, crucial competitive advantages,’ explains Tanja Maubach, After-Sales Product Manager at CemeCon. Her statement is based on years of practical experience: ‘Some of the customer systems we support have been delivering consistently reliable and high-performance coating results at the highest level for over 25 years.’
Valuable support from the very beginning
CemeCon's service begins long before commissioning. Even before the system door closes behind the first batch of cutting tools, CemeCon service technicians are actively on-site with the customer: for installation, training, and instruction of those who will operate and monitor the system. All training is conducted according to a high, uniform quality standard and can be accessed very flexibly. This makes knowledge transfer possible even at short notice: ‘In the case of personnel changes or an expansion of the service spectrum, we specifically offer individual refresher training,’ explains Tanja Maubach.
Once a system starts its work after the initial phase, CemeCon's service for the customer moves into the next phase: By supplying optimally coordinated consumables, maintenance services, and immediate delivery of original spare parts, it ensures the long-term quality of HiPIMS, DC, and diamond systems. Customers who opt for a service contract with CemeCon are best protected and fully secured. In addition to annual maintenance, they also benefit from an extended warranty. And this is also contractually guaranteed: Competent and experienced CemeCon technicians are available around the clock and seven days a week to provide immediate support.
Personal service instead of call center
At CemeCon, calls do not go to a call center or voicemail but directly to a knowledgeable contact person who knows immediately what to do. ‘When a system is unexpectedly down, every second counts. Our technicians know this – and act accordingly quickly,’ says Andrea Merz, Executive Director Technology Transfer at CemeCon. The situation is then analyzed via online access and often resolved directly. Alternatively, the required spare part is accurately identified remotely and sent to the customer.
CemeCon maintains a comprehensive spare parts inventory for all system generations at its own and the world's largest coating center in Würselen, and items can usually be shipped the same day. On-site installation is typically straightforward for the previously trained system operators. Should an on-site visit by a CemeCon technician become necessary, the dispatch is immediate – coordinated efficiently worldwide – and the appropriate spare part is already on its way thanks to perfect preparation. ‘It is this personal closeness and our sensitivity to the urgency of the situation that particularly distinguishes us alongside our leading coating technology,’ emphasizes Andrea Merz.
Consistently by the customer's side
Regular supply of original consumables such as targets, CemeCon cleaning solutions for tools, or technical oils is essential for the lasting performance of the system and its peripherals and significantly influences the quality of the coatings. The wide range of existing and newly added coating recipes allows for specific special solutions as well as effective know-how transfer to customers.
In CemeCon's web catalog, customers find a complete overview, including all relevant information and the option to order directly. If needed, a qualified contact person provides individual advice: ‘Many of our technicians, like myself, have been with the company for a long time. They have themselves driven the continuous developments of CemeCon's coating technology in parts,’ describes Tanja Maubach.
‘Sustainability for CemeCon means that we think far beyond mere sales in the business relationship. Rather, we aim to accompany our customers in a partnership for many years and secure their long-term success,’ summarizes the product manager. This is based on premium coating with premium service: competent advice, tailored training, responsive global troubleshooting remotely or on-site, digital tools, as well as high-quality consumables and original spare parts for older systems. ‘Our service is as diverse as the challenges our customers face. And we stand by it: Those who trust us should be able to rely on us completely – today, tomorrow, and in the future.
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