Technical Support
Tekpak is committed to serving our customers long after our packaging machinery has been installed. We work alongside our customers to provide continuous improvements ensuring machine longevity and improved life cycles. We believe in a proactive approach to maintenance which minimises disruptions, reduces operational costs and produces better overall results.
On-Site Technical Expertise
An experienced Tekpak Service Technician can carry out a comprehensive on-site machine inspection to troubleshoot issues, identify the root causes of breakdowns, and provide a detailed wear parts list. Additionally, Tekpak Technicians offer personalised training sessions to support client service engineers.
Ongoing training and upskilling ensure that your on-site technicians and operators gain in-depth knowledge of the machine’s full capabilities and functionality. The result is improved ROI, reduced downtime, and enhanced maintenance autonomy. Personalised training sessions are available upon request.
Complete Machine Inspection & Troubleshooting
• Solve Issues On-Site Through Experienced Tekpak Service Engineers with Intimate Machine Knowledge
• Offer Support and Training to Customer’s Own On-Site Technicians and Operators
• Create an Environment for Greater Maintenance Autonomy
• Provide Wear Parts List and Status Report
• Reduce Long-Term Costs
Remote Access (VPN)
Machine downtimes disrupt upstream and downstream processes, which can be time-consuming, wasteful, and costly if not resolved promptly. Our experienced remote service engineers can quickly diagnose issues by directly accessing the PLC, HMI, and machine electrical systems via an internet connection, providing expert support to your on-site engineers.
Remote support is the fastest and most efficient way to troubleshoot problems, offering real-time consultation to address maintenance issues effectively.
– Remote Tekpak Engineer accesses PLC, HMI, vision systems, servo motors, or electrical components.
– Integrated during machine build or retrofitted after SAT.
– IXrouter ensures a secure connection to IXON Cloud.
– Combines VPN router and IoT edge gateway for remote access.
– Supports PLC/HMI, IPC, robots, or IP cameras from any brand.
– Requires wired internet with two security levels: VPN disablement via HMI and IT-controlled filtering (MAC/IP and DNS requests).
Real-Time Remote Service Support
Using Merged Reality (MR), experienced Tekpak Engineers can interactively guide a client’s on-site technician through support tasks, such as repair processes, via a mobile device, tablet, or headset. Even when thousands of miles apart, language barriers and machine terminology are no longer obstacles.
Tekpak machine specialists provide expert guidance on complex tasks without the need for travel, enabling faster issue resolution, reducing the likelihood of errors, minimising downtime, and eliminating travel costs.
• Video Assistance For Immediate Customer Support
• Augmented Reality for Live Direction of Field Technicians
• Automatic Translations of Text and Voice
• Connect with PC, Mobile App and Web Access
• Remote Access via WIFI, Wired Connection or 4G/5G
Line Upgrade
Tekpak can modify, upgrade, or revamp a customer’s existing machine range (subject to machine type) to accommodate new format types, enhance speeds, or extend the machine’s lifecycle. Modifications are available upon request.
- Increased Flexibility
- Reduced Long-Term Costs
- Low-Cost Feasibility Studies for Future Lines
- Longer and Improved Machine Life Cycles
Spare Parts
The Tekpak Spare Parts Department offers a comprehensive service for procurement and quality control, ensuring that worn or defective machine components are replaced promptly with high-quality new parts. Every Service Level Agreement includes a tailored spare parts list, highlighting components likely to require replacement and recommending these be kept in stock at the customer’s premises.
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Service Level Agreements
Tekpak offers a range of Service Level Agreement packages to suit your needs. For more details, please explore this page and discover the ideal solution for your business.
