We have the experience to service & support your fleet every step of the way
What customers say about our support
Mike Brannon
“Machinery Partner did a fantastic job installing new magnetic drum rollers on our new screener. Not only they were there for support, but they provided us with a great technician with the experience to do the job right.”
Tyler Robertson
“Ken referred by Machinery Partner did a great job doing setup and repair of our jaw crusher and screener. You immediately know this guy has the right experience. He executed everything on time and with skill.”
Tony Marchisella
“Melvin was the technician sent by Machinery Partner at our initial setup of our new ARK 5030 screener. His knowledge, professionalism, and advice during setup were greatly appreciated.”
Service Technicians
We have a network of local technicians
We have a growing network of hand-picked service technicians across the US who will support your new equipment from its initial setup on Day 1 throughout its lifetime. If we do not have tech in your area, we find, train, and certify someone great for the job.
Local Technician
Rick Sterling, CO
Mobile Diesel Equipment Repair, Inc
Rick owns and operates MDER, which consists of 11 trucks loaded with tools to handle almost any job 24/7 across three states (CO, WY & NE). In order to establish a strong relationship, he personally meets every new customer. Our team is working on aggregate equipment together.
Local Technician
Brett Palmer, MA
BP Mechanical Service
Brett is an expert with 10+ years of experience. He can can fix anything from jaw plates, hydraulic circuits, to running computer diagnostics on CAT engines. He is equipped with modern tools including a hoist, custom hydraulic hose fabrication, and a well-stocked service truck to quickly solve any situation.
...and many more in our service technician network
Spare parts
We take spare parts very seriously
To minimize your downtime we direct ship available spare parts on-demand to you, overnight if necessary. We also provide you with hand-picked spare part packages, and service kits to ensure that you have the right parts at the right time.
On-Demand Parts Fulfillment
When a critical part is required, Machinery Partner is ready to support. We can direct ship most parts and provide overnight shipping when necessary.
Spare Parts Packages
Using customer feedback, manufacturer insights, and our own service ticket repair database, we’ve made Spare Parts Packages for each piece of equipment to ensure the most parts are available to avoid downtime.
Service Kits
We have worked with equipment manufacturers to have the right Service Kits that include things like filters for the regularly scheduled service intervals, and oil changes.
Support
We answer the phone when you call
Time is a scarce commodity. We have built transparent, honest after-sales support with short response times. We will tell you when we can do something and when we cannot. We will keep you informed at every step of the process.
Dedicated Account Manager
After buying your new equipment you will get a dedicated Account Manager as a point of contact to field all your questions. This person will be there for you to help quickly resolve issues in the field, source spare parts and more.
Expert Advice & Plant Planning
Our equipment and material experts can help you select the right equipment for your needs, help you with your plant planning and advise you on how to get the most out of your setup.
Setup Day Support
When you receive your new equipment you will experience a well-scripted setup day. The morning will consist of Post Delivery Inspection (PDI) where your local service technician will go over the equipment from top to bottom to ensure everything is working order. While the afternoon will be spent on operator training and running material.
Fleet Management Portal
On our mobile-friendly Fleet Management Portal, you can get important information about your equipment, from operation and service manuals, how-to and machine overview videos, and status updates on service tickets.
Process & Technology
The Machinery Partner Support Difference
We are improving Support everyday at Machinery Partner and work hard to refine our processes and implement technology that can provide a better experience and improved results for you.
Regular Support Meetings
Our Service & Support team regurarly meet and reviews all Open Customer tickets and takes corrective action if customer issues are not moving to resolution quickly. We ensure the root cause is understood, a technician is being scheduled, parts are being sourced if need be, and communication with you is happening regularly.
Direct Line to Manufacturers
We provide front line support to get your issues resolved, but when an issue requires deep expertise, we have a direct line to manufacturers to get it sorted. We also have regular check-ins with them to ensure issues are getting resolved.
Continuous Support Improvement
We track every support issue with our internal ticketing system. This is how we document the issue, track resolution, and get valuable operational data. We measure open rates and mean time to resolution for issues to ensure we are improving all the time.
