Hired into a newly created position in October of last year as president of Americas Aftermarket Service for Milacron Plastics Technologies Group LLC (Batavia, OH), Dean Roberts describes his portion of the plastic machinery equipment manufacturer's business as entailing "the customer experience", and ultimately, being about a lot more than spare parts.
Speaking with PlasticsToday from the company's manufacturing, engineering, and administrative offices in Batavia, OH, Roberts, and Dave Lawrence, president worldwide plastics and DME for Milacron, described how the company views its aftermarket group within its business cycle.
"In a lot of ways, it's a big circle," Lawrence said, tracing the shape on the conference table. "We sell a piece of equipment, and we believe our equipment is high quality and reliable, but at some point, you know you're going to have repair issues, and maintenance issues, and Dean's focus is to support that reliability element by anticipating what might go wrong and helping the customer to predict it and ultimately result in less down time, because really, that's it. If you were to ask a customer in certain applications or technical products that we make and sell, 'What's the most important characteristic?', it's up time, reliability."...