Customer Services

Support Where and When You Need It

GF Machining Solutions

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Continuous Improvement for Your Continued SuccessLike our manufacturing technology, we continually reevaluate and realign our customer service program to ensure that we change with and adapt to the pace of business. Our customers drive this process through their feedback, and we respond with agile solutions. It is this dedication to continuous improvement that allows GF Machining Solutions to meet customer needs – a fact demonstrated by industry-recognized data such as our Net Promoter Score, which has increased by over 50% since 2018.

Our Customers Notice the Difference

The speed of tool changes can make a huge difference in cycle time, so when machinists at Hommer Tool & Manufacturing in Arlington Heights, Illinois, noticed that their AgieCharmilles FORM 300 ST was taking longer than usual to change tools, they contacted GF Machining Solutions using the rConnect Live Remote Assistance application to investigate the problem.

Instead of the two days that it would have taken with traditional maintenance, within two hours, the GF service technician on the line had remotely reloaded the software and solved the problem. Not only did this save time, but also the added expense of having a technician travel to see them. With the power of GF Machining Solutions’ rConnect feature, they were back at full production capacity mere hours after discovering the problem.

Customer Services

Customer Satisfaction Is Our Top Priority

At GF Machining Solutions, we strive to offer the best in customer service. Our mission is to support our customers’ machines and technology to ensure continued operational excellence and overall growth. We have dedicated ourselves to increasing your uptime and empowering your team to make the best possible business decisions for sustainable success.

Net Promoter Score has increased by over 50% since 2018.

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Our Team Is Your Team

Our world-class support team is comprised of 125 field service engineers, application engineers and phone support associates, all of whom have been fully trained on GF Machining Solutions’ portfolio of products. To match the evolving needs of the industry, we’ve added team members and implemented new training programs, which have improved our live response rate by 90% in just two years. And, we are on track to achieve a 95% live-response rate to address issues quickly and maximize uptime.

Maximize Uptime With Our Fully Stocked Parts DepartmentGenuine parts make a meaningful difference in machine performance and lifespan. GF Machining Solutions customers always have access to OEM parts to keep your equipment up and running. Our parts department in Woodridge, Illinois, has over 33,000 square feet of space with more than 11,000 spare parts and consumables in stock. This $26 million inventory helps us to achieve a 92% same-day shipping rate, with orders accepted until 4:00 p.m. every business day. And with our certified partnership between Step-Tec and Can-Am, we can service or replace spindles with the speed you need to minimize downtime and keep production on schedule.

Innovative Solutions to Serve You BetterIn addition to helping customers with simple changes such as preventive maintenance programs, which increase productivity by 20% across the entire life of your machines, we’ve leveraged the power of Industry 4.0 to elevate our customer support beyond conventional standards. With rConnect, customers have access to a comprehensive suite of up-to-date digital services and cutting-edge technologies, backed by TÜViT-certified cybersecurity, allowing users to select the level of service that makes sense for their businesses, including:

• Live Remote Assistance – Receive live, fully tracked support, no matter where your shop is located, with our remote assistance technology. GF Machining Solutions experts can even securely diagnose and correct problems from our Customer Support Center.

• Messenger – Monitor your machining operations from anywhere with a home screen that shows the status of all connected machines. With Messenger, you can easily send support requests from anywhere as soon as you notice the problem.

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Listening and Improving, Every Day

Your feedback has already made a big difference in the way that GF Machining Solutions’ customer service team works. In addition to hiring more service technicians in high-demand regions, we’ve instituted ongoing training programs to ensure we’re constantly meeting customer needs as they evolve and grow – and our new 3-year apprenticeship program is already producing the field service and application engineers of the future. We’ve also instituted a new price review process for our parts so that customers can be confident they’re receiving the highest value for OEM parts.

Be Part of the SolutionAt GF Machining Solutions, we work hard every day to continue improving our customer service. That’s why we want to hear from you. After each service call, customers receive a brief survey – and we really listen. Fill out your survey, and we will incorporate your suggestions and address your concerns. Or, if you have feedback between service calls, contact us directly at our customer service hotline at +1 (800) 282-1336.

As a result of your feedback, we’ve instituted ongoing training programs and hired more service technicians in high-demand regions to meet your needs.

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GF Machining Solutions

At your service

GF Machining Solutions LLC560 Bond StreetLincolnshire, IL 60069

Tel. +1 847 913 5300www.gfms.com/us

Contact our dedicated team:+1 800 282 1336