What truly sets apart equipment providers in the electronics manufacturing industry? According to Koh Young’s service leadership, it’s the unwavering commitment to customer success that follows long after installation day.
Meet Dave Nemeth and Rafa Matute, Service Managers overseeing North America and Latin America respectively, who share candid insights about keeping production lines running across diverse manufacturing environments. When a Canadian customer’s decade-old AOI system suddenly failed, Koh Young didn’t just push replacement parts—they offered multiple cost-effective solutions, including sourcing components from alternative vendors to minimize downtime. This customer-first mindset permeates their entire service philosophy.
The conversation led by EMSNOW’s Eric Miscoll reveals fascinating regional differences in service requirements. While North American operations range from small facilities to large automotive manufacturers, Mexican plants typically operate at higher volumes with demanding 24/7 schedules, often requiring overnight or weekend support. Both regions benefit from Koh Young’s multi-tiered support structure including help desks, field service teams, and applications specialists, all backed by strategically located spare parts inventories in Duluth, Georgia and Guadalajara.
Training emerges as a critical service component, with Koh Young offering hands-on certification programs through dedicated facilities. These programs prove especially valuable in addressing workforce challenges and high employee turnover. Looking ahead, they’re developing expanded online training options while continuing to leverage AI tools for preventive diagnostics—alerting customers to potential issues before production disruptions occur.
Ready to learn about award-winning service that treats your equipment investment as the beginning of a long-term partnership?
EMS@C-Level Live at APEX is sponsored by global inspection leaders Koh Young (https://www.kohyoung.com) and Creative Electron (https://creativeelectron.com)
