Etima’s labelling machine service supports every customer throughout the life of their machine: technical support, spare parts, on-site interventions and remote assistance, with a fast response, a close relationship and solutions adapted to each production line. For us, service is the strategy that defines our reputation. In the end, every interaction with a customer is our best publicity.
Why service builds the reputation of a labelling machine manufacturer
Exceptional service today builds tomorrow’s reputation. At Etima we see it every week: a customer’s trust is earned through concrete gestures at key moments, far more than through advertising campaigns.
When a customer calls us, we know that what is at stake is trust and the continuity of their production. That is why we respond quickly, with empathy and with solutions adapted to each situation. Listening, acting with transparency and being there when it matters most are part of the commitment we make with every machine.
For more than forty years we have been designing and manufacturing labelling stations in Castellar del Vallès (Barcelona) for the pharmaceutical, cosmetics, food and beverage, canning and chemical sectors. We do one thing and we do all of it: engineering, manufacturing, commissioning and after-sales service. Service does not end with commissioning. It is the longest part of the relationship with a machine that will be producing for years.
What Etima’s labelling machine service includes
Our after-sales service brings together four lines of work: technical support, spare parts, on-site interventions and remote assistance. They all share the same goal: keeping the customer’s production running.
Remote assistance over a secure connection
Our remote service module only needs internet access, whether by cable, Wi-Fi or by sharing a mobile phone’s connection via USB. The module opens an encrypted VPN (virtual private network), so communication is secure.
In demanding corporate environments, such as pharmaceuticals or cosmetics, plant policy often does not allow external VPNs. In those cases we work through the access system the customer already has. A large proportion of incidents are resolved remotely, without waiting for a site visit.
On-site interventions and international support
We export to nearly thirty countries. We carry out installation, commissioning and training at the destination, either directly or through our network of local representatives. During commissioning we train operators in how the machine works, format changes and basic adjustments, so they can work independently from day one.
When the customer is on another continent, support combines remote assistance and local support. Most incidents are diagnosed and resolved via remote connection, and for interventions that require a physical presence we coordinate assistance with our own technicians or local partners.
Spare parts and upgrades for installed machines
We have spare parts for machines installed years ago. If a component has become obsolete, we offer equivalent alternatives or upgrade solutions to keep the machine running.
Many labelling machines can be modernised with new control systems, labelling heads, servo motors, vision systems or updated safety elements. They can also be adapted to new formats. This improves their performance and extends their service life without replacing the entire installation. You can see the different types of machine in the Etima labelling machine portfolio.
A real case: from Friday afternoon to production on Monday
Gersom, from our sales team, shared it on LinkedIn. A customer in the high-end cosmetics sector called us on a Friday afternoon about an incident in the electrical cabinet of their machine. By Monday afternoon the machine was 100% operational.
A response like that keeps the customer’s production running and strengthens trust and the relationship with them. That is why our team is ready to act on anything unexpected and turn every incident into an opportunity to improve.
Behind every response there are people. Mechanical engineering, electrical engineering and software work as one unit, and our After-Sales team responds to any later need: format adaptations, process optimisations and new configurations. We explain it in more detail in our article on why the technical team makes the difference in industrial labelling.
Customers who become ambassadors
As Marc Truqué, CEO of Etima, puts it, loyalty is born from experience. When customers feel that their needs are handled with priority and transparency, they come back and become ambassadors for the brand. That spontaneous recommendation is the best publicity a company can have.
Customers who feel supported share their experience and help us grow in the most demanding markets. That is why we treat the customer experience as a long-term investment: every interaction is an opportunity to build prestige and strengthen relationships.
For us, service is an investment in trust and continuity. And it is the foundation for continued growth.
Frequently asked questions about labelling machine service
What does Etima’s labelling machine service include?
Technical support, spare parts, on-site interventions and remote assistance throughout the service life of the machine. The service continues after commissioning.
Can incidents be resolved remotely?
Yes. The remote service module connects by cable, Wi-Fi or mobile phone and opens an encrypted VPN. If the plant does not allow external VPNs, we work through the customer’s own access system.
Are spare parts available for labelling machines installed years ago?
Yes. If a component has become obsolete, we offer equivalent alternatives or upgrade solutions to keep the machine running.
How does support work outside Spain?
We export to nearly thirty countries. We combine remote assistance and local support, with our own technicians or local partners when a physical presence is needed.
Are plant operators trained?
Yes. During commissioning we train operators in operation, format changes and basic adjustments, so they can work independently from day one.
You will find more answers in our frequently asked questions.
If you have an Etima labelling machine on your line or a new project, contact our team and tell us what you need.