For plastics recyclers, reliability and machine availability directly affect productivity. Erema indicates that service is not a separate function, but a component that influences the operating performance of the supplied technology. According to the company, regardless of where a system is installed, customers are to receive the same level of support and technical competence. In practice, this means the possibility of getting assistance with process optimisation, a machine adjustment, or troubleshooting during production, either on site, by phone, via e-mail, or through remote access tools. Erema reports that it has a service and technician network active in around 60 countries and a team of after-sales specialists available every day.
The company emphasises that maintaining consistent service quality internationally requires structured and regular training. Several times a year, Erema service technicians from different regions meet at the headquarters in Ansfelden, Austria, for practical training sessions. According to the company, this is intended to ensure customers benefit from the same level of expertise and technical understanding regardless of where the equipment is operated.
Global service network and uniform competency requirements
As part of the training programmes, technicians are to work on different types of machinery and practise scenarios reflecting the operational challenges encountered in plastics recycling companies. The sessions are conducted under the supervision of Erema process and application experts, with a focus on hands-on experience that is important for effective field support.
As the company reports, the training combines practice-oriented sessions, troubleshooting exercises, and application-specific know-how. The aim is to prepare technicians to support customers, among others, during commissioning, material changes, optimisation tasks, and in the event of unexpected process disruptions.
Indicated effects on availability and process stability
In its materials, Erema lists three areas that service readiness is intended to influence:
- Higher availability, well-trained service technicians are to act quickly, minimising downtime.
- Stable processes, fine-tuned machine settings are to support steady throughput and consistent pellet quality.
- Operational confidence, operators are to have access to expert know-how when needed.
Michael Hofer, Head of Customer Service at Erema, states: "For us, service excellence means being close to our customers, wherever they are in the world. Our technicians receive continuous training to ensure they have the confidence and expertise to get the best out of our recycling systems in any scenario. This consistent commitment is the strongest foundation for building long-term partnerships with our customers".
Digital expertise and the BluPort platform
In addition to technical and practical training, Erema points to training related to its digital ecosystem, BluPort. The online platform is intended to provide customers with round-the-clock access to relevant information and to support them in solving many tasks independently. From the perspective of service technicians, BluPort is described as a tool for daily work, enabling access to technical documentation and learning modules, as well as direct customer support via digital services. The company emphasises that uniform access to up-to-date information is intended to help maintain a consistent service standard worldwide.
Training as part of the Edvanced Recycling approach
Erema presents service as an element of an approach in which technology, digital solutions, and employee expertise are intended to jointly create stable and efficient recycling processes. The company indicates that service teams in different countries are to implement this assumption through experience and continuous skills development.
Recently, seven service technicians from Thailand, Spain, and Poland took part in an intensive training programme at Erema’s headquarters in Ansfelden. The course included one week of theory, followed by two weeks of practical sessions. Participants worked on Intarema machines at the Erema Customer Centre and at the LIT Factory of Johannes Kepler University. According to the company, regular training is intended to ensure that worldwide service teams have a comparable level of technical expertise.
