ITW EAE Support Center

General Descriptions of Service & Support Options

ITW EAE offers several support and service options to help our customers keep their equipment up and running and delivering the highest yields possible.  Below please find general descriptions of each service and support package currently offered.  Our knowledgeable Tech Support Specialists are available to help you determine which package may be best for your specific service and support needs.

Reminder:  For any of these packages please be sure your PO is address to ITW EAE and you provide the complete serial numbers of all equipment that you are requesting coverage or service for.

Please also refer to the Service Brochure

Preventative Maintenance Program 

Our Preventative Maintenance program helps you avoid costly downtime by stabilizing and optimizing the performance of your equipment. This annual plan includes two (2) preventative maintenance visits per year completed during normal business hours, Monday - Friday 8:00am - 5:00pm, all-inclusive of labor and travel costs.  The program covers cleaning, lubrication, and calibration of all critical functions – ensuring optimal performance and maximum productivity.  A qualified Field Service Engineer will also verify critical functions of the machine to the manufacturer’s specifications and complete a PM checklist with any additional part/upgrade recommendations. 

This program is only available to original owners of the equipment, or secondary owners that have purchased the “Equipment Registration” plan.  ITW EAE equipment owners who are looking for a more extensive service and support plan, should consider our Protection Plus extended warranty option.

Cost:  Please contact our Service Department for a quote.

Extended Warranty (Protection Plus)

The ITW EAE “Protection Plus” program offers a customer the most complete service option for equipment that are no longer covered by the original equipment warranty.  This comprehensive plan is sold on an annual basis and includes parts, labor and travel expenses as required to repair the operation of your covered equipment except for consumables and customer required/related maintenance (as defined in the equipment manual).  Customers with this extended warranty package also receive priority service scheduling and special discounts on the Preventative Maintenance program, after hours service rates and other ITW EAE provided services.

As with the Preventative Maintenance program, the Extended Warranty is only available to original owners of the equipment, or secondary owners that have purchased the “Equipment Registration” plan.   

The Extended Warranty is only available on current production or stability phase equipment.

Cost:  Please contact our Service Department for a quote.

Onsite Service Support

Our team of qualified and experienced Field Service Engineers are available for onsite maintenance and repair work throughout North America. Operating from regional locations, these equipment experts are on-call to help you solve your manufacturing problems – quickly and efficiently.  Onsite service is quoted based on an hourly labor rate, hourly travel rate and flat daily travel charge.  Onsite service can be requested as a stand-alone service or as part of another service and support program, depending on the customer’s expectations of long- and short-term needs.

Cost:  Please contact Technical Service for a quote.

In house or Onsite Training

Your employees can achieve maximum efficiency and productivity, but only with the proper training. To minimize costly production delays, operators, engineers and technicians must be sufficiently trained to optimize the performance of the equipment – or suffer the financial consequences of a poorly run manufacturing process.   Our training courses focus on making your employees self-sufficient. That means empowering your employees with the skills and knowledge to operate, program, maintain and repair your equipment for the highest uptime and asset utilization.

Classroom instruction is provided at training centers in Hopkinton, Massachusetts, Camdenton, MO, Guadalajara, Mexico, Germany, and Singapore. These courses utilize Performance Based Equipment Training (PBET), meaning, smaller classes with more time dedicated to individual hands-on equipment time.  Specialized and on-site courses can also be offered.  

Cost:  Please contact our Technical Support team to be referred to the appropriate training resource for current class schedules and pricing.

MyLinda is the author of this solution article.

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