Real-time virtual support from machine specialists significantly decreases equipment downtime while enhancing line personnel skills.

Fairfield, N.J. – MG America, the U.S. subsidiary of MG2 of Bologna, Italy and a leading supplier of processing and packaging equipment, has launched a Remote Technical Assist (RTA) program allowing line personnel to see and interact with technician specialists for real-time equipment troubleshooting and training. Designed to drastically reduce machine downtime and operator error, the comprehensive equipment assistance initiative comprises emergency support, line integration and training sessions.

Performed via 100% secure WiFi, 3G/4G or ethernet connection, the Remote Technical Assist program allows line personnel to hear, speak with and even see technicians specially trained in specific MG America packaging and processing equipment; sessions also can include live streaming, instant messaging, file sharing, pics/screenshots and annotations.

The program can incorporate highly sophisticated virtual diagnostic tools that allow line operators to share issues with offsite technicians even when they are not visible to the naked eye. Footage from endoscopes, microscopes, UV/IR cameras, earscopes and even iriscopes can be transmitted to technicians in real-time, resulting in quick fixes that get production recommenced in as little time as possible.

This depth and breadth of emergency support essentially turns all RTA-equipped line operators into MG America machinery experts capable of resolving adverse manufacturing incidents near-instantaneously. Akin to having a specialist working shoulder-to-shoulder with line personnel, the RTA program simplifies complex tasks via step by step guidance that diminishes production delays and maximizes overall line efficiency.

MG America’s Remote Technical Assist also is a highly effective training tool. A virtual “do what I do” approach allows line personnel to become proficient in the operation of new machines rapidly. Skills upgrade sessions that bridge the knowledge gap between new employees and veterans also are available; these on-demand virtual primers are shown to improve retention and optimize worker performance.

“In addition to the obvious advantages of virtual troubleshooting and training, including decreased downtime and enhanced line personnel machine proficiency, the Remote Technical Assist program also eliminates the time and cost involved with in-person maintenance, repair and training,” said Nick DeSantis, Service Manager for MG America. “The initiative’s secure, streamlined expert guidance truly offers the best of both worlds for pharma manufacturers and contract packagers.”

For more information, call (973) 808-8185 or visit www.mgamerica.com.