Service & Support

MSI believes that providing responsive service is just as important as selling new equipment. Our field service team is committed to maintaining your equipment and responding when you need them.

Full-time service representatives train at our manufacturing facility to service all makes and models. Team members are located in the United States, Asia, and Europe for fast response times.

 

Technical Support
With our field service team behind you, you can feel confident relying on MSI equipment.
  • Installation and training services allow your team to hit the ground running
  • Routine inspection and maintenance can reduce costly production line down-time
  • We have dedicated personnel for remote troubleshooting and onsite support

Technical Support Form

Parts
Maintain the integrity of your equipment and get the most out of your investment by using OEM parts.
  • Our team of experts can provide guidance on inventory planning for scheduled maintenance and emergencies
  • Ask about volume discounts and blanket ordering strategies to enable 48-hour shipment for many inventory parts
  • Parts kits provide up to 67% cost savings and reduce production line downtime

Part Request Form

Pre-Owned Equipment
Reliable, pre-owned equipment can be cost-effective and expedite lead times
  • All machines carry a factory warranty and are tested to meet quality standards for new equipment
  • Lease and trial period arrangements are available

View Current Inventory

Equipment Upgrades
Equipment upgrades are a flexible solution to update technology at a fraction of the cost of a new machine
  • Add features to maximize throughput and optimize cycle times
  • Integrate QA inspections and data collection to meet new quality requirements

View Upgrades

Service Contracts
Quarterly preventive maintenance visits can give you peace of mind that your equipment is running effectively
  • Meet your quality system requirements with annual equipment certifications performed by the original equipment manufacturer
  • Lock in discount pricing for service visits, repairs, and parts

Contact Us

RMA
When equipment must be returned for service, our team will streamline the repair process
  • Quick and convenient returns
  • Fast, accurate failure diagnostics
  • Repair estimates available with 1 – 3 day quote turnaround

RMA Form

Get To Know Our Support Team

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Scott MickelsonAftermarket Leader
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Sean HarrisAftermarket Service Leader
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Eric LindstedtField Service Technician
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Ian GillRMA Technician
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Jeshua GarciaBusiness Development Associate
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Hiroyuki HanguiService Engineer Japan
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Tyler KasprzykAftermarket Sales
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Vikas ChandraBusiness Development Manager - India
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Robert CaiService Engineer HnG China
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Alan ConroyService Engineer Linx Ireland
Scott Mickelson

Scott MickelsonAftermarket Leader

Tell us about a time when you went above and beyond for a MSI customer.

This has happened on multiple occasions.  I remember a time where I was traveling and was in the area of another customer that I had not scheduled to visit and cold called and they were so happy for the call and visit as the timing was perfect with some equipment questions.

What makes you feel most fulfilled in your work at MSI I really enjoy working with my coworkers. 

We have great people at MSI – We know when to have fun and know when to work.  I also enjoy working with the many customers to help them find solutions for issues on the equipment.

Why do you feel passionate about your work? 

I really enjoy fixing/repairing items at home or at work.  Anytime I am fixing things it is a good day!!!  I communicate with our customers on a daily basis and thoroughly enjoy the challenges they bring to us.  It is always a different challenge each day and that’s what makes it fun!

How does your work improve MSI or Benefit our customers?

Learning from each team member at MSI and bringing that information to our customer is so rewording.

Sean Harris

Sean HarrisAftermarket Service Leader

“I have been in the Medical Device Industry since 2001 and been part of the Machine Solutions family since April 2008. Interacting with such a wide range of global groups & cultures has benefited my growth both in the industry and as a person.”

So, what makes me feel most fulfilled in my work at Machine Solutions?

“Every day working with the Team at MSI and our Global Customer base, I get the opportunity & privilege to work with many great people building great products. It is rewarding to be part of the process for development & manufacturing of Medical Devices being used to improve the Quality of Life for people all over the world.“

Eric Lindstedt

Eric LindstedtField Service Technician

Ian Gill

Ian GillRMA Technician

Jeshua Garcia

Jeshua GarciaBusiness Development Associate

Hiroyuki Hangui

Hiroyuki HanguiService Engineer Japan

What do you enjoy most working with MSI?

“I enjoy learning the technology of MSI since last year in September, I was in Tucson and Flag Staff to training to can give support to the exigent Japanese customers , then, I had opportunities to visit the Tucson Old Studio, when I was kid , I watch this serial “High Chaparral” in the TV , I didn’t never think to know personality that place, and another experience was in the Baseball Stadium of Phoenix, the ball drop near of my Seat! Amazing and unforgettable experiences.”

Tyler Kasprzyk

Tyler KasprzykAftermarket Sales

Vikas Chandra

Vikas ChandraBusiness Development Manager - India

Tell us about a time when you went above and beyond for a MSI customer.

There are few instances where I worked beyond for my customer, some instances I can’t forget in my life, like there was a time when my wife was going to deliver my first baby, doctors told me this can happen anytime within 2-3 day, at the same moment I got a call from my customer for a machine breakdown and customer was running with a very huge back log orders, I was in a big dilemma as I don’t want to miss this moment with my family and at the same time I do understand customer pressure to fulfill market demand, they were running with 24 hrs production and even a 1 hr loss was hard for them. Finally with my wife’s permission I decided to help customer in this situation and travel to customer site to fix the issue. My bad luck as the day i travelled my wife got labor pain, the moment I was working on machine breakdown, my wife was there in hospital with a labor pain, I can’t explain how it was difficult to work on the machine as my mind was divided in two half’s and was difficult to focus, finally a happy ending, the machine was fixed up and running and there at hospital my baby was delivered and both were fine. Customer whole heartily appreciated and was very happy with the level of support they receive from MSI.

What makes you feel most fulfilled in your work at MSI.

Working at MSI is always motivated and a feel good factor. I never had a feeling that I am working for someone else, it feels like I am working for myself in my own company, a sense of ownership always drives me to work efficiently & diligently and this is only possible because of a great team working together and an outstanding support from our team leaders. I never had a fear of falling down as I know there is always my team and leaders standing behind to hold me and bring me up again, this is the best part of my energy to work at MSI which fuels a confidence in my job.

Why do you feel passionate about your work?

I always enjoy working on machines and exploring the new challenges, interacting with customers and understanding their needs provides me an opportunity to face new challenges and having them fulfilled with a right solution for our customers makes me feel more than happy and that makes my day

How does your work improve MSI or Benefit our customers?

I always pay attention to customer needs and timeline requirements, customer feel comfortable in getting quick responses and timely solutions, customers prefer MSI as they know they are in the right hands.

Robert Cai

Robert CaiService Engineer HnG China

What makes you feel most fulfilled in your work at MSI

I have more than ten year’s experience in the Medical field, at first as a customer and now a service provider in China, working with MSI machines.

MSI taught me a lot, technical skills, building customer relationships and MSI friendships.
I am happy that I can provide systematic machine troubleshooting services to customers. I can helps customers to use machine correctly, optimize their process to manufacture high quality products for patience. By working this way both the customers and MSI benefit, the customer gets better results and we get additional business with the customer.

Alan Conroy

Alan ConroyService Engineer Linx Ireland

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