A customer in the Netherlands called the BW Papersystems Hamburg, Germany Helpdesk hotline on Good Friday, reporting noise and vibrations at the cross cutter section of their Jagenberg folio sheeter and newly installed knives being worn out after only one week. Shortly after, the sheeter stopped completely, resulting in production losses. Service at the site was necessary, despite COVID-19 restrictions. Fortunately, there had not been any COVID-19 outbreaks at the customer plant, thus far, and they had adopted high safety and hygiene measures for prevention.
On Easter Monday, BWP Service Engineer Jürgen Lorkowski, from their Neuss office (across the Rhine River from Düsseldorf), drove almost two hundred kilometers (~120 miles) to the site to fix severe damage due to a burnt bearing. The customer was relieved and thankful for the fast and onsite support during these challenging days. As a precaution, Jürgen is temporarily working from home, following internal safety protocols and continuing to follow WHO guidelines for monitoring his health.