About 75% of our clients today have done business with us before. A fiber optic technology manufacturer recently installed its twentieth on-the-fly laser marking system, a medical customer just reached out for its fifth custom laser processing solution, and we recently shipped a third tablet drilling system to a prominent pharmaceuticals company. Looking back at our 43 years in business and seeing a satisfied and loyal customer base, we could not have been prouder.
A note of appreciation to our clients: thank you for trusting us with your business over the years.
We love tackling your toughest production challenges and look forward to continuing to deliver the solutions and support you need.
In their feedback to us, our clients have recognized:
Smooth Installation
Our commitment to 100% customer satisfaction begins with the first discussion and understanding of your needs. Throughout sample testing and system design we openly and honestly work together with our client for the solution that’s optimal from all viewpoints. From there, it takes between 28 and 40 weeks for completion, depending on the application. Before we ship, we invite you for factory acceptance testing (FAT), industry-specific regulatory validation such as IQ/OQ documentation, and initial training.
When all is said and done, installation is guaranteed to go smoothly. Whether the system is standalone or production line-ready, our field service team goes onsite for integration. We provide another round of training on your floor, walking your crew through the process and answering any questions. Clients have called our installation training “incredibly helpful,” noting that it helped them learn more about the machines and feel confident operating their new systems.
Flawless Performance
Our focus is on designing custom laser systems that handle complex, high-precision work faster. So, when we hear that our machines have boosted a client’s throughput by as much as 550%, we know we’ve done our job. Our clients report that their systems deliver consistent, trouble-free – and even “flawless” – performance over years of daily operation, helping them meet and exceed their production goals.
Proactive Support
We help with the integration of your new custom laser solution and train your operators on programming and maintenance. You receive all supporting instructions and documentation for quality assurance and regulatory compliance. Yet our partnership doesn’t end with installation.
If a system malfunctions, we’re just a phone call away for troubleshooting. For systems with remote diagnostics, someone from our support team can – with your permission – access the machine to diagnose and resolve the issue. We serve a worldwide clientele with more than 50% of our systems shipped to clients outside North America, and remote support helps minimize downtime and expenses.
In their feedback, our clients have highlighted our high standards of service, noting that we are quick to respond and maintain proactive communication – coordinating effectively even across different time zones. Clients value our technicians’ accountability and transparent approach, calling them expert troubleshooters who are quick to cut through the noise.
We also continue to support our clients during difficult times and unforeseen shop disruptions.
Should repair require more than remote diagnostics, we try to dispatch within 24 hours.
Urgent Service
When production stops, it is an emergency, and we treat it as such.
Our team is recognized for taking true ownership of complex problems. Because we design and build comprehensive, advanced laser systems from the ground up, we understand the unique architecture of your specific equipment. You can be confident that our technicians will accurately diagnose the root cause, provide outstanding service, and offer practical recommendations to prevent recurrence – ensuring your system operates at peak performance.
Clients have highlighted our dedication when our pros worked through the night just to get a machine back into production during a critical time for their business. This hands-on, whatever-it-takes attitude starts at the top: our leadership team built their careers in field service and understand the pressure of a downed line.
System Upgrades
We’re in business since 1983, and we service our older machines just as we do the new ones. While some legacy systems eventually become too old to support fully, we always look for the most practical solution first, whether it’s hardware swap, a laser upgrade, or a complete system rebuild with just the frame salvaged. To help you decide the best financial path, we routinely provide dual proposals: one for a brand-new, fully warrantied system, and one for a retrofit. Sometimes a new machine makes more economic sense, but we will never push a replacement you don’t need. Our R&D team is constantly working in the lab to improve our software and legacy components based on years of feedback.
Ultimately, we want you to be happy with your system. If a problem is on us, we’ll make it right. If it’s on your end, we always look for reasonable leeway.
CMS Field Service and Support Teams
CMS Laser Field Service Team, left to right: Maxwell, Solomon, William, Greg, Christian, Tony
“Your field service staff is the first line for second sales, so it’s one of the most valuable departments in the company. If your customers don’t like your field service, they’re not buying anything else. They like your field service, they’ll come back.”
~ Mary-Ann Kalipolites, Sr. Product Specialist
We are deeply grateful for your feedback and remain committed to supporting our customers when you need us most.
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