Useful advice from a team of experts: NEXGEN Technical Service personnel know their machines from the inside out.

Sometimes in life, a "know-it-all" can be annoying. But if you are responsible for a large piece of capital equipment and it needs to be serviced, a "know-it-all" is exactly who you want on the job.

At NEXGEN, a lot of product knowledge can be found in the service department, which works directly with customers and with the NEXGEN network of dealers to provide solutions and answer technical questions.

Technical Service Manager Justin Harris says his department's goal is "to ensure our customers are 100 percent satisfied with their equipment, starting with their installation."

Harris says the Technical Service Department is aware of its critical role in the success of NEXGEN. "We want to exceed customer expectations with the service and support they receive so their next baler purchase will be another NEXGEN."

Technical service support is available 24 hours a day, seven days a week through a help line staffed around the clock. The 24/7 service gives NEXGEN customers unprecedented access to troubleshooting assistance and ordering replacement parts through Parts1Stop.

Additional service access is available through modem interfaces on many NEXGEN models. This remote support allows NEXGEN service technicians to conduct diagnostics on key components of the customer's equipment.

This service ethic is combined with knowledgeable pesonnel in key positions. "We have the best technical support team in the industry. Of our 10 technicians, the majority have 15 to 20 years of industry experience," Harris comments.

The service technicians literally know the machines inside-out because many have been drawn from our manufacturing operations. "A lot of them come from the final assembly department, where the electronics systems and hydraulics are added to the machine. They learn the machines inside-out and backward-for-ward in that department."

This experience is offered to both NEXGEN dealers and customers, starting at installation. "The start-up and training process includes three days of operations and maintenance training," says Harris. "We review troubleshooting and maintenance steps to ensure new owners and operators know everything they need to know about their equipment," he comments.

SCHOOL ZONE

NEXGEN's Service Schools help customers help themselves by training personnel in preventive maintenance, electrical and hydraulics systems knowledge, important troubleshooting techniques and other critical maintenance skills.