Technical Service and Support

The ever increasing complexity of modern production lines demand increasingly sophisticated levels of reliability and service support in order to maximise your line efficiencies.  We understand that ‘no code means no product,’ which is why we take pride in our ability to support our customers throughout the entire lifecycle of their product identification and product traceability equipment.  In fact, our lifecycle support program, which we call our Customer Care Journey, is unique to Matthews.

To maintain optimum plant utilisation, we offer a complete range of technical support solutions delivered by a national team of qualified and experienced field service engineers.  Our capability naturally includes on-site corrective maintenance delivered 24 hours per day, 365 days per year.  Our corrective maintenance services also include telephone and web-based remote diagnostics support.  In addition, we offer Planned Maintenance Programs which are tailored to your production requirements and environment.

An investment with Matthews is an investment in confidence.

Technical Support Systems & Processes

Our Technical Service department has robust processes running on a paperless state of the art system that allows us to track every job in real-time and captures the entire service history for every Matthews site for long term analysis. This helps us create service packages and solutions that work for your site and are based on real KPIs that we track. Our first-time fix rate is 97%, which means when a Matthews technician leaves your site, your operation is back up and running 97% of the time. We’re happy to be arguably the nation’s best service outfit —but we’re even happier because it means our customers can get on with business.