DATE: October 06, 2022 FOR IMMEDIATE RELEASE
CONTACT: Andrew Dempsey, Director Customer Service
Andrew_dempsey@milacron.com or +1 513-536-5064
Introducing proactive life-cycle management
Cincinnati, OH, October 06, 2022 — Milacron®, a leading manufacturer in the global plastic technology and processing industry, has learned in its 160-year history that businesses that are driven by steadfast values and an unceasing commitment to the success of their customers can achieve strong, sustainable results.
Since being acquired by Hillenbrand in November 2019, Milacron quickly embraced the tenants of the Hillenbrand Operating Model (HOM) to drive transformation and infuse operational rigor across the business. These fundamentals are firmly embedded in the culture and are key enablers of the strategy.
The volatility and disruption of global challenges over the past three years provided an opportunity to revisit our customer support and fulfillment efforts to serve customers better. Milacron utilized this time and the HOM to focus on evolving needs of its customers. In support, Milacron has launched an optimized organizational structure and focus of its Aftermarket business. Establishing new ways to make them more efficient and attentive to the evolving needs of each individual customer.
“The team recognized that we needed to change the way that we do business, improve our customer service and our operational efficiency,” explained Niiko Rautiola, Vice President of Milacron’s Aftermarket business. “We are making a transformational change in the way Milacron does business, moving to a proactive, life-cycle management model where we work with customers to identify what issues and needs and then subsequently collaborate with them to develop an end-to-end Aftermarket solution”
Key enhancements of the Aftermarket business are realigning the Customer Service and Field Service teams into an optimized Technical Customer Service team:
· Inside Sales Team: Regionally aligned & leveraging multiple digital tools to maximize efficiency and provide customers with a single point of contact
· Call Intake Team: “Air-traffic controllers” routing new customer communications sent to Milacron’s Service@milacron.com & GeneralParts@milacron.com to the appropriate teams for immediate follow-up & action
· Product Support Team: Industry-leading technical expertise, providing customers with an enhanced level of Aftermarket solution support
· Field Service: Expanding the team and leveraging M-Powered (Milacron’s IIoT solution) to dispatch technicians to a customer’s site with enhanced machine operational data, the right tools, and the parts to complete the job
Please contact Milacron’s Customer Service at GeneralParts@milacron.com or Field Service at Service@milacron.com, or reach us by phone at 1-800-288-8306 to learn more about this new Milacron Aftermarket Business initiative – and visit the Milacron Aftermarket business at Milacron.com/services/servtek.
About Milacron
Milacron®, Cincinnati, OH, USA, is a global leader in the manufacture, distribution and service of highly engineered and customized systems within the $20 billion plastic technology and processing industry. It is the only global company with a full-line product portfolio that includes injection-molding and extrusion equipment. Milacron maintains strong market positions across these products, as well as leading positions in process-control systems, and maintenance, repair and operating (MRO) supplies for plastic processing equipment. Milacron serves a diverse range of industries and has long-standing relationships with more than 27,000 customers and leading market shares in North America and in many emerging markets. To learn more about Milacron and its complete portfolio of injection-molding and extrusion machines and systems, please visit milacron.com.
