Customer Service Workflow for Equipment

Pre-Sales Service

In-Sales Service

After-Sales Service

Service Standards

Service Assurance

Pre-Sales Service

Technical Consultation & Requirements Analysis

Professional sales engineers and process engineers provide comprehensive technical consultation.

Conduct requirements analysis based on the customer’s current process (LTCC / HTCC / MLCC / other ceramic film applications).

Provide feasibility evaluation and production line configuration recommendations.

Material R&D support can also be provided upon request.

Solution Design & Equipment Selection

Develop a complete equipment implementation plan tailored to the customer.

Provide 2D/3D production line layout drawings, utility consumption specifications, and recommended process parameters.

Process Sample Testing

Customers may send materials or formulations for evaluation. We provide:

Tape casting tests

Punching / via-filling tests

Lamination density tests

Test reports and video documentation are provided.

Commercial Communication & Documentation Support

Provide official quotations, technical datasheets, and project timelines.

Support customer factory visits and technical discussions.

In-Sales Service

Project Management

Assigned project manager and engineer team.

Weekly progress updates with a formal Weekly Progress Report.

Equipment Acceptance

FAT (Factory Acceptance Test)

Full functional inspection, precision testing, and stability testing.

Remote video FAT or onsite FAT is available.

SAT (Site Acceptance Test)

After installation and commissioning, perform process verification and final acceptance.

International Logistics & Installation Preparation

We assist customers with:

Packaging confirmation

International shipping arrangements

Customs documentation

Pre-installation requirements: power supply, compressed air, exhaust, temperature control, and cleanliness level.

After-Sales Service

Overseas Installation & Commissioning

Experienced overseas engineers are dispatched to provide:

Equipment installation

System integration

Process parameter calibration

Ensuring stable production according to standard process requirements

Process Training

Provide both theoretical and hands-on training:

Equipment parameter setup

Operation and maintenance

Standard process workflow

Spare Parts & Technical Support

One-year warranty.

Spare parts package for critical wear components.

Technical support via email / video conference / phone.

Remote diagnostic software support.

Regular Follow-Up

Every 3–6 months, proactive equipment health checks.

Provide process optimization and capacity improvement recommendations.

Service Standards

Response Time

Email response: within 24 hours

Urgent technical issues: response within 4 hours

Overseas engineer dispatch: 3–10 days depending on region

Equipment Delivery Standards

Equipment manufactured under ISO 9001 standards

All electrical components meet CE/UL certification

Technical specifications implemented strictly according to contract

Service Assurance

Full Life-Cycle Support

Support covering design → manufacturing → installation → commissioning → maintenance.

Spare Parts Guarantee

Standard spare parts shipped within 7 days

Critical emergency parts shipped within 48 hours

Long-term spare parts supply agreements available

Remote Technical Support

Real-time remote diagnostics for control system, servo, temperature control, pneumatic systems, etc.