- Diagraph and Norwood Marking Systems, both ITW Coding and Marking Group companies, announce that they have joined forces to provide after sales service, support and parts.
Now, with shared factory trained field service technicians located throughout the U.S., customers nationwide have a one-stop shop for Diagraph and Norwood services. The combined team offers more service technicians in more locations to speed response time, which maximizes equipment uptime and line productivity.
Diagraph and Norwood offer coding, marking and labeling equipment to customers in the food, beverage, pharmaceutical, medical device, cosmetic/personal care and other industries.
“Combining Diagraph’s and Norwood’s after sales service is a natural fit. In addition to sharing many of the same customers, the technical expertise needed to support these companies’ product lines is complementary,” noted Bruce Castro, Director of Service at Diagraph. “By sharing an after sales service organization, both companies have more feet on the street to serve customers locally. At the end of the day, it’s about delivering the most value to our customers.”
“Providing superior customer service is a top priority,” said Bill Delmolino, Director of Sales and Marketing at Norwood. “By delivering fast response times and a high first-call fix-rate, we help customers improve production line uptime. In addition, getting service from highly skilled factory-trained technicians helps the equipment operate at peak performance while extending the life of the machinery.”
The new combined service organization leverages automated dispatching to optimize service resources and speed response time. Service technicians arrive with new OEM parts in hand, which increases the first-call fix-rate. By providing national service coverage, we eliminate customer’s concerns about shipping equipment to depot locations for repairs.
