Milacron invests to beef up aftermarket spare parts and service offerings

Based on customer feedback, Milacron Holdings Corporation has made a multimillion dollar investment to revamp its aftermarket support structure, setting up key customer service centres in Afton, Ohio and Vsetin, Czech Republic with similar centres to open in China and India.

“At Milacron we’ve invested over $25 million into our aftermarket service and parts offerings to serve our customers entire lifecycle over the last 12 months,” said Ron Krisanda, Milacron’s chief operating officer. “These investments have driven double-digit growth over the past year. We’re ensuring Milacron has adequate feet on the ground, hands on the machines and having the right part at the right time to ensure our customers machines are running at peak performance levels. As a result, Milacron has grown spare parts inventory by $2 million in the last year and $1.5 in the last 6 months in both our U.S. and European facilities. Our customers have asked that we carry more parts in stock at our service centers and we’ve listened, resulting in greatly reduced delivery times and less downtime.”

The company has hired 21 new field service technicians in North America, bringing the total to 45. The European One Milacron Customer Care Center, meanwhile, now houses a multilingual team of 32 customer service agents supporting Ferromatik injection molding machinery, Uniloy blow molding, DME mold supplies and CIMCOOL fluid technologies in 11 languages.

Milacron’s online, interactive parts catalog is also in the process of being updated, Krisanda continued. “Since the catalog was launched, there are over 12,000 machines listed online and over 6,000 registered users,” he said. “The interactive parts catalog is a major part of the new Milacron eSTORE that will be launching in June.”

“This has been an important strategic focus of our company. The process enhancements, new facilities and investments are now really impacting our customer experience in a positive way,” said Tony Galuardi, vice president/GM of Milacron’s aftermarket division. “This customer feedback process will be an ongoing exercise and philosophy in our Aftermarket team and across the entire Milacron organization.”

Headquartered in Cincinnati, Ohio, Milacron manufactures injection, extrusion and blow molding machinery, as well as hot runners, process control systems, and mold components. The company’s brands include Milacron, Mold-Masters, DME, Ferromatik, Uniloy, and CIMCOOL.