Fast on-site support for stopped Jagenberg sheeter during pandemic by BW Papersystems technician

A customer in the Netherlands called our Hamburg Helpdesk hotline on Good Friday, reporting about noise and vibrations at the cross cutter section of his Jagenberg folio sheeter and newly installed knives being worn out after only one week. Shortly after the sheeter had to stop completely, resulting in production losses.

An evaluation of the problems over the phone revealed that a service at site would be inevitable. Together with the customer we assessed whether and how a service visit would be possible despite Covid-19 restrictions. As there haven’t been any Covid-19 cases at the customer’s plant so far, plus their already high safety and hygiene standards having been greatly expanded for further prevention, on Easter Monday, BW Papersystems’ Service Engineer Jürgen Lorkowski from our Neuss office drove some hundreds kilometers in his car.

He was able to fix the severe damages due to an overheated and burnt bearing. The customer was relieved and very thankful for our fast and on-site support during these challenging days. As a precaution, Jürgen afterwards worked from home, following internal safety protocols and continuing to follow WHO guidelines for monitoring his health.

Thank you Jürgen for your great work!