During these challenging times, optimally supporting our customers remains our top priority.
In crises such as these, it is important that your business, as an essential part of our society, keeps its activities running smoothly, and that your TOMRA machine runs at peak performance level.
We understand that this situation leaves a lot of questions unanswered. Here you will be able to find more information about the steps TOMRA Food has taken to continue to provide our Customer Care.
Our repairing services
The current situation requires an exceptional approach. We have leveraged our remote service and training tools to provide additional capacity to support you where possible without the need to visit your site.
If you have a question or a problem with your machine, our service numbers remains active:
We try to provide you a quick follow-up.
Given the situation, our process currently looks like this:
- Telephone follow-up: To minimize the risk of contamination among our colleagues and your employees, we enable the technology to tap into your machine using PAX remotely.
- A TOMRA Food Engineer on site: If the telephone option is not possible, we try to send a local colleague to your location. We put the health of you and our employees first. We ensure that all documentation is in order to travel safely and try to limit the length of the trip. When we arrive, we follow all the protocols of your site, where we also follow the social distancing guidelines.
- Global and local representation: Over the past years, we have pursued an active strategy of locating our experts as close as possible to our customer’s facilities. We have created a localized service structure that puts us in a more flexible position, enabling us to continue to offer local support within local government crisis regulations.
Spare parts: shipping continues to work
A defect can mean that spare parts are required. That is why the TOMRA Shipping & Warehouse departments continue to operate globally.
Additionally, we have identified and increased stocking of critical components. These increased stock levels ensure that we can continue to meet current and future expectations through this pandemic.
The safety and health rules in all our branches have now been tightened: those who can, work from home.
We are fully committed to an efficient and personal follow-up and consider each case independently, 365 days a year – 24/7.
If you do not yet have a TOMRA Care subscription right now, and you also want to continue to enjoy our TOMRA Care programs after the crisis period, look here:
Being respectful to those hard-working people keeping our food industry worldwide moving is something we should all do.
We know you are essential. Let us support you in fulfilling that role.
Your Customer Care team