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BW Papersystems-Europe Field Service Engineer Jordi Tomas Makes Emergency Visit

SAICA, a customer of BW Papersystems, is one of the largest European players in the development and production of recycled paper for corrugated cardboard. On May 21st, when France was celebrating a national holiday in honor of theAscension and SAICA’s plant in Poix de Picardie, France was at high production due to demand for increased food and beverage packaging, their corrugator line went down due to a computer issue. BW Papersystems’ Stuttgart team fortunately knew who could handle it: Field Service Engineer Jordi Tomas.

When Jordi got the call, he had theforesight to borrow some available cards from the plant where he was working, then quickly drove seven hours from the south of France to thePoix de Picardie plant, about 2 hours north of Paris. After almost three days of troubleshooting and dealing with aging and intermittent components, including a 30-year old card rack, a failed hard drive, and no backup present onsite, the machine was up and running again and catching up with the backlog.

The very worried customer and BW Papersystems appreciated Jordi’s perseverance. Jordi appreciated theassistance he received from Sigi Mueller-Grabo, Field Service Technical Manager, who reprogrammed the PC remotely late at night from theNetherlands.

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