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Bosch Packaging Technology, a leading supplier of process and packaging technology, has expanded its after-sales services support in Latin America. As of March 2015, the newly established regional service hub has taken up operations in São Paulo, Brazil. Bosch has a base of approximately 3,000 machines installed in the Latin American market. Customers are mainly from the food and pharmaceutical industry; most of them have their production sites in Brazil. “Bosch has already been present with service engineers in Latin America for several years,” Michel Jemael, head of services of Bosch Packaging Technology in Brazil, explained. “By establishing an independent regional hub for the whole Latin American market, we can now offer our customers one single point of contact for all their service enquiries.” The new service team consists of 21 employees and is responsible for all Latin American countries south of Panama.
Local presence for direct customer contact
Previously, most of the service enquiries were received and organized by the Bosch locations in Switzerland and Germany. As part of its worldwide strategy, Bosch Packaging Technology proactively engages in all customer regions to provide fast service support on-site. “We want to be where our customers are. With local contacts that speak their language and operate in the same time zone, we can offer the best possible service within a short timeframe,” Michel Jemael said.
Customized service portfolio
The regional hub in São Paulo bundles requests for all food and pharma machinery equipment from Bosch and its product brands. The comprehensive and customized service portfolio supports customers in achieving maximum output and a high equipment effectiveness. In Latin America, spare parts, followed by modernization projects and field service are amongst the most sought after service solutions. Bosch Packaging Technology plans to further expand its Brazilian regional service hub throughout the next years. “For instance, we are continuously investing in the training of local technicians, and exchanging know-how with our international colleagues around the globe,” Michel Jemael explained.
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