- A metal panel or gutter roll forming machine
is a big investment.
So you wanna make sure you have the support you need,
in case there're any problems.
Portable roll forming machine manufacturer,
New Tech Machinery.
Has an experienced service team
ready to help solve any issues.
Most of which, can be solved right over the phone.
In this video, we learn how the NTM service department
helps keep your machine rolling.
(upbeat music)
What's up guys.
Welcome to the Metal Roofing Channel, I'm Thad Barnette.
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We release metal roofing and metal construction content
every Monday and Wednesday.
When it comes to machinery,
there's always an opportunity for it to break down
or have to perform maintenance.
Over time, especially when you use it for years and years
out in the field, on construction sites, for your business.
So, we have the New Tech Machinery service manager
Ben Bradley here with us,
as well as Adam Mazzella from Sheffield.
And we're gonna talk about, how the NTM service department
helps keep your machine rolling.
So Ben, tell me a little bit about New Tech Machinery first
for those that aren't familiar with the company.
- Hi. New Tech Machinery is,
we predominantly focus on portable roll forming
in gutter industry,
and also standing seam metal roofing.
We have multiple models
for the standing seam panel equipment
and as well as gutter machines.
- So tell me a little bit about
what the NTM service department does
and kind of the whole scope
of what you guys offer as a service team.
- As a service partner, we're the after sale support.
You know, our services range from,
new machine training in house or onsite at a customer.
As well as phone support for minor issues,
trying to get through a problem, maybe out in the field,
on a job site to even trying to do some video support.
We're actually testing some new product
that way to get a bird's eye view
of what the machine's doing versus a phone conversation.
And then if at the very end, if we have to.
We can also schedule onsite service
or we also have full capability here at our Denver location
to bring the machine in for service as well.
- Yeah. Tell me more about the machines for a second Ben.
I know you make portable roll for any machine equipment.
What are some features there?
You know, how easy are they to work with?
Tell me about that.
- We design machines to be easily operated.
Not an overly complicated machine.
Controls are easy.
That way pretty much anyone
with a little bit of training, reading through the manual.
They can operate the machine and start up their own business
and be a roofer or a gutter installation.
As far as operation, It's a simple control system.
And a basic, You know...
The mechanics of it are not overly complicated.
Fairly basic If you have a little bit
of mechanical aptitude.
They're easy to work on with a little bit of guidance
from anyone from my team.
- So Ben, if someone recognizes a problem with their machine
you know, what's the steps in order to get help,
where should they go first?
- Well, the manual is obviously
a good resource just to take a quick look.
We have some troubleshooting inside the manual.
Maybe it's that some of the focus was installing
a different set of tooling.
Once that whole process is in the manual.
So I would go to the manual first.
If you still have questions then,
reach out to the service department through New Tech.
And get on the phone and kinda explain what's going on.
And then that way we can determine
maybe it's just a phone conversation.
Maybe we need to get on video.
Or at the end of that conversation
maybe it warrants some kind of visit.
I think first steps, just check the manual, give us a call.
We'll kind of assess over the phone what's going on
and then make a decision based on that information.
- And the manuals are available
on your website as well, right?
As well as a video library and things like that to help.
- Absolutely. That's another great resource.
- So earlier. You mentioned a phone support,
and I know that...
You know, one of the good things
about the NTM service department
is that you can help many many problems
just right over the phone.
Tell me about that
- Phone support is wide range, you know.
We can pretty much address any issue on the machine
Over the phone.
We can address electrical issues,
identify electrical issue, mechanical issue.
Maybe it's just a simple adjustment on the profile.
To make the panel look better.
We can walk people through that over the phone the phone.
Discuss just how to operate the machine correctly.
Setting up run-out stands using the limit switch
if you have a computer issue.
Things like that to help you get through that
job site issue.
Maybe it's not ideal, but we can get you
to the end point and then get it addressed.
- And it Sounds like, you know.
If you can help people right over the phone
that as long as you have some technical savvy
you don't have to be a mechanical engineer
in order to work on these machines.
- That's correct.
I said just a little bit of mechanical aptitude,
set of wrenches, maybe few other tools.
And these machines are easy to work on.
We use all standard tools.
Try to limit it to just a select few.
So, it's easy to make a little tool kit
that you can have for your machine.
Like the gutter machines, we have a toolkit included.
So you'd have everything that you need
to get through an issue
with the support of NTM over the phone.
- Thad, I'd throw in there
It really, really is helpful.
If it's your first time using machine
or if you've had machines for years.
Take the time to accept the training, to get training on it.
That really helps you figure out,
where are all the pieces parts are in the machine.
Really helps you understand how to do changeovers
if you're having shape issues in your panel.
That basic upfront training in our experience
really at least gives people the framework
to where they can operate or,
or work on the machine if they are having an issue.
You know, they know where the various switches are.
The various stations are.
So being accepting of that upfront training
and really exposing a lot of folks to it.
And even if you have had new machines for years
and have people that know how to run them,
it makes a lot of sense that have those,
you know, experienced people with it
to train the new people on these various components
within the machine.
And it really helps the troubleshooting
get fixed a lot faster down the line.
If there is upfront training
- Now, Sheffield Metals is a distributor, a partner
of New Tech Machinery.
You know, how does Sheffield work with service?
And when should someone contact New Tech
when it comes to their machine service.
- As a distributor, there's really got to be some upfront
basic troubleshooting on Sheffield's part.
And that's really what we're trying to do
with our technical department.
So if we sell a machine or even if we have a customer
that has a machine that we didn't sell,
we try to help them walk.
You know, walk them through the the rudimentary things.
You know, if there's shape issues or
if there's computer issues,
you know, work with them through the the basic things
before we really try to submit a trouble ticket
on the New Tech side on occasion.
That's really where you end up.
And it's really about guiding things to Ben or Nate
or Brian.
and they've all been fantastic
partnering with our customers.
And that's really what it's all about is being able
to get service because the sale does not end.
You know on the receipt of the machine.
That's a piece of equipment that should be
if properly maintained be something that's in service
for a years and upwards.
I've seen machines that are 20 plus years old out there
that are properly maintained,
properly serviced.
These guys, you know were to make money on these machines
for decades. So...
- Maintenance is a good point that you made there Adam
Ben, can you tell me a little bit.
Just about some basic maintenance
that someone can expect to perform
on a New Tech Machine and how they can learn how to do that?
- So we'll kind of break it up into gutter versus panel
and start with the gutter machines, you know.
Smaller machine, a little bit less complicated.
You know, basic daily maintenance.
Just wanna address the sheer, lubricate the sheer
So you have a better cut quality on your material.
We have some products that,
lubricants we recommend for that
and all that information can be found in the manual.
Other, as far as gutter machine is
keeping the forming rollers clean.
keeping the gutter machine clean.
Don't want any debris or anything falling down there.
So keeping it covered with the metal covers,
a better gutter keeps the machines safe.
Keeps others safe.
Last.
You wanna keep the chains for the drive system.
You wanna keep those lubricated and chains tight.
So there is a procedure for adjusting those chains.
You can find that in the manual or give us a call.
As far as panel equipment, kinda same.
General guidelines,
address the shear daily,
keep it lubricated, keep it clean.
Depending on the model the panel machine you have.
There will be chains in there.
You wanna keep those located and tightened correctly.
As far as Umm.
Our other higher end models
that have hydraulic systems on it,
you wanna maintain that hydraulic system.
Change the fluid and filter once a year
regardless of how much you use it.
Just keep that fresh, clean oil in there.
And a new filter that protects the hydraulic system.
Other than that, like I said with the gutter machines,
you wanna operate that machine with covers on it.
So nothing's falling into the machine on tooling
forming rollers, drive rollers,
don't wanna get any damage there.
cause that could be transferred to your product
which would make a lesser quality product.
So, keeping the machines clean,
keeping the rollers clean,
daily lubrication, weekly lubricating
and that yearly hydraulic oil change.
If you Keep up on that those machines will run a long time.
- What about when it comes to replacement parts.
If a new part is needed for a machine
does New Tech have a stock of parts?
You send those out.
How does that work?
- Yeah so, again a phone call.
Get that conversation going.
We can determine what parts needed.
Sometimes we have to do a video call or some other form
maybe pictures, emails.
Just so we're making sure the customer
and our service team is talking about the same thing.
We have lingo that may be different than
what the customer calls a certain part.
So, lot's of time it's just...
Spend a little bit of time just making sure that
we're all talking about the same thing.
At that point, we have stock in our Denver facility
to support all of our machines.
To carry stock for the drive systems, the forming roller,
electrical components, hydraulic systems.
You know, we can support
all of the machines that we've manufactured.
We do have a couple older models
that are no longer in production.
We've have some limited stock on those parts
but we can support parts of the machine.
So, give us a call within a week
and I'll be allowed to figure something out.
- Yeah! I was just about to ask that
because there have been...
I mean there are currently lots of machines out there
that have been around for years and decades even.
Are those still machines
that you guys can work on if needed?
- Absolutely. So the two main machines are
SSP model.
Which is what New Tech started with
as far as roof panel machine.
That was, over the years
this great machine to get started on.
It was, you know.
Had it's issues Specifically the tooling change process
which took quite a long time.
So, New Tech came out with the SSQ.
Which is the next model up.
But it's based off of the same machine
just with that different tooling Mount system.
We can support in SSP on going all the way back
from production.
The roller sets.
We have made upgrades to the roller set.
So, some of the any old tooling
we may not have their original say forming rollers
but at least we have an upgrade kit to get it
to get it up to current standard
that we're producing now.
The other machine that is no longer in production
is the Flush Wall Machine.
So we do still support that.
We have some parts that we're running low on
but we can.
You know, we'll come up with a solution.
Trying and figure it out for you
depending on what it is.
But we can, for the most part we can support
every machine that we've manufactured.
- What about warranties?
Do you do warranty work?
If something happens.
You know, after I buy a machine?
- Yeah. So our warranty is three years.
Parts and labor.
You know, we'll support that machine
as far as providing parts for something that's defective
if needed as far as labor to install those parts
for those three years after that machine is manufactured.
So it really kinda depends on the situation.
Parts needed, timeline.
You know, sometimes we even work
with a customers that's willing to put the part in
and we guide them over the phones,
forward them videos through phones.
And that's been very successful for us.
To get that customer up and running faster than
let's say getting a technician there.
So that takes time and sometimes customers don't have time.
So we're trying to do whatever we can
to get them up and running as fast as possible.
- So if I'm outside of my warranty period,
when does New Tech actually start charging for service?
- Our warranties are based off
of the serial number of the machines.
Last four digits of the serial number
are the month and year of manufacturing.
So we'll base any warranty issue off of that number.
And then after that, if we exceed that date
three years pass, then that's when
charges would be incurred by the customer.
As far as phone support
to get that initial conversation going,
" Hey, I need service."
That's free of charge.
The actual charges to the customers
is when we actually get...
We have to rent a car, get on a plane,
going out to the customer, you know.
From when the tech leaves the house,
that's where that charges occur.
So if we get to a point where a customer,
" Hey, I just need you to come out and fix this machine."
We'll get a quote, an estimate on time it's gonna take,
estimate on travel costs.
Is it gonna be a full day, multiple days
and we'll provide a quote to the customer.
That way they have at least a close idea
what it's gonna cost.
And then they either.
You know, approve that or say,
"You know, I'm gonna try and figure it out on my own."
Really depends.
But initially we get that quote
so they have an idea of what it's gonna cost
and then we go from there.
We do require a deposit to get that travel
scheduling going and get them on the books.
Then those charges are in within that quote.
- So, if I'm initiating a service call, you know.
What does that look like?
And what's the process for you guys at New Tech?
- Yeah. So the best way is to call our main office number.
(303) 294-0538.
Go through the automated prompt to the service department
and either our customer service representative
Bonnie Bliss or Alissa Neft
will be answering the phone.
And then they based on brief conversation of
what machine you have, what the issue is,
will get you to the tech that's available.
So, we don't have territories where we all work as a group.
We all, you know.
Sometimes we go from one technician to another
just based on, you know.
Timelines and some are on service.
Others are not, but we try to work through as a group
to get everybody taken care of.
- So Ben, how do you guys handle a training?
So, could be," Hey, I've had a machine for years.
" I got a new guy that I want to get trained."
Or it could be, " Hey, I bought a used New Tech machine
" whether it's a gutter machine or a panel machine
on the market and I wanna get trained."
You guys offer training?
And what does that look like?
- [Ben Bradley] We do offer training.
We offer training with new machine purchases.
We do free factory trainings
when they come to pick up the machine.
So we have that on new equipment.
We also offer onsite training on new equipment as well.
The other side, as far as supporting material
or machines that are out there,
they've been on the field for awhile,
companies that have employee turnover.
We offer, really it's kind of custom tailored
to the specific customer.
We could do training how to operate the machine.
We can do training how to maintain the machine.
Training on, "Hey, we need help adjusting panels."
We can do it specific for that.
Or, " Hey, how do we service the machine?"
Let's do a service slash training session
to where they have an employee
kind of shadow our technician.
Get the general idea.
" Hey, you need to look for this,
"you need to look for that."
So it's really...
We can kind of custom tailor training
based on what the customers is looking for.
But as far as machines,
we'll do training on all machines that we manufacturer.
- So, we're here in 2021.
Early 2021 and this is a special year for New Tech.
Ben, tell me more about that.
- 2021 is 30th anniversary for New Tech Machinery
We spoke earlier.
We started off with the gutter machines and the SSP model
and we've grown to five, six different panel machine models.
A couple of different gutter machines and various sizes.
Even a large in-plant, a wall panel machine.
So, 30 years have been, you know.
Lots of changes, a lot of growth.
Look to continue that growth and support customers.
And we are very grateful to all the customers
that supported us over the years.
So, thank you.
- Well Ben, congratulations.
Thank you so much for being here on Q&A Mondays.
Thank you Adam, for being here as well.
Comment down below.
If you have any questions at all
and check out NewTechMachinery.com
for more on New Tech Machines.
Subscribe here to the Metal Roofing Channel,
and then as always,
I'm Thad Barnette and we'll catch you next time.
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