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A Mobility Company's Experience with our Service Excellence

A leading global automotive supplier relies on precision and efficiency to meet the demands of its major clients. Brady’s customer, a Senior Controls Technician with more than 30 years of experience in the organization, oversees production lines that utilize their Brady SMARTmark® OEM 20W Fiber Laser Marking Systems for part traceability.

When Brady’s customer needed to adapt its laser marking system to meet evolving requirements, Brady's full team of trained and certified Service Engineers provided critical, on-time support. Brady’s responsive and expert service minimized downtime, resolved complex issues, and reinforced the customer’s trust in Brady as a reliable partner.

Challenge

The automotive supplier first purchased their OEM 20W fiber laser marker from Brady when shifts in customer demands from key tier-one automotive manufacturers prompted them to adapt their part identification processes from labeling to laser marking to ensure compliance with traceability standards. Their Brady laser marking system, used for engraving transmission and engine oil pans, had been a reliable “set it and forget it” solution for years. So, when their machine eventually experienced a performance issue, expert technical service became a critical factor to their success.

The customer was facing production pressure when they reached out to the Brady Service Team for help. Any potential downtime on this high-volume line risked missed shipments, expedited shipping costs, and penalties from their clients. A quick resolution was essential.

Solution

The service team delivered tailored support to address the customer’s needs:

  • Unmatched Responsiveness: Tyler’s availability stood out to the customer. “I could call him right now and expect him to pick up,” they noted, adding that even if Tyler was unavailable, a prompt text ensured follow-up. This was vital in a production environment where downtime is costly.
  • Expert Problem-Solving: When duplicate barcodes threatened traceability—a serious issue for automotive manufacturers—Tyler quickly identified the cause and provided a custom program to correct the error, preventing a compliance failure.
  • Hands-On Support: The service team visited the customer’s facility to assist with program changes, while Tyler conducted remote team sessions, building the customer’s confidence in managing the system.
  • Proactive Recommendations: After identifying inadequate exhaust as a contributor to laser wear, Brady advised upgrading the fume extraction system, enhancing equipment longevity.

Results

Brady’s service delivered measurable benefits for their automotive customer:

  • Minimized Downtime: Rapid responses ensured the production line stayed operational. The customer emphasized, “When the line isn’t running, that’s a problem. I can count on Brady to be there when support is needed.”
  • Traceability Compliance: A duplicate barcode issue was resolved swiftly, maintaining their tier-one manufacturing client’s standards and avoiding shipment delays or penalties.
  • Cost Efficiency: By preventing downtime and expedited shipping fees, the customer avoided significant costs. The exhaust upgrade further reduced future maintenance expenses.
  • Strengthened Trust: As a senior controls tech., Brady's customer was satisfied with both the product and the service they received. They rated Brady's service “10 out of 10,” stating, “I would have no problems buying another Brady unit, but what put me over the fence is the support.” This trust underscores Brady's value as a partner.

Conclusion

Brady has a commitment to service excellence, which enabled its customer to adapt its laser marking processes to meet their manufacturing client’s evolving demands while also maintaining production efficiency. Our team's responsiveness, expertise and proactive approach not only solved immediate challenges but also positioned its customer for future success.

Brady’s Service Engineering Team is ready to assist you when and where you need it and is a cornerstone of success in high-volume manufacturing, ensuring uptime, compliance and customer satisfaction.

Learn more about Brady’s comprehensive Service Engineering Support.