Customer service that lasts a lifetime: the R.A Jones approach
When it comes to production, nothing stays the same for long: formats change, demand speeds up, and priorities shift. So how can you be sure you’ll have the right support in those times?
At R.A Jones, we’ll have you covered from initial setup to day-to-day adjustments, from unexpected stops all the way through to line expansions. Our support and service is always there as an ongoing part of the process, not as a one-off fix.
It’s all part of our Asset Management Program. Read on to learn more about our long-term approach to extending machine life, improving performance, and maximizing your investment.
Stay prepared with Preventative Maintenance Kits
Downtime doesn’t warn you in advance. That’s why we encourage customers to plan ahead with our Preventative Maintenance Kits. Each kit is created based on actual wear patterns, your equipment’s configuration and your unique production goals.
You can choose from ready-to-go kits or ask us to customize a version for your specific machine. Either way, you benefit from consistent performance, fewer unexpected stoppages and better inventory planning with timely delivery and warranties included.
And because unplanned downtime requires rapid solutions, we also help customers determine when repaired or refurbished parts may serve as acceptable backups for fast, economical recovery. To make things even smoother, our installation teams remain on-site until your performance expectations are fully met with our parts.
Replacement parts & inventory support
Using the right parts means fewer risks and better outcomes. Our full line of OEM replacement parts is manufactured to our original machine specifications . That means every component fits as intended and provides long-lasting durability.
You can rely on our Customer Service Team to help manage your inventory, reduce overstock and schedule timely replacements.
Through the Coesia Webshop, ordering is easy: you get real-time availability, estimated delivery and technical compatibility, all in one place. Our full-service support team is also available to help define stocking strategies tailored to your production model.
Choosing our original parts also gives you access to expert guidance to take the guesswork out of your inventory plan. Plus, all parts and services are backed by a 20-year availability guarantee, ensuring long-term access through your machine’s lifespan.
Upgrades & modifications: extend the value of your equipment
Not every challenge requires a new machine. Often, what’s needed is a targeted update. Our Upgrades and Modernizations service is built around this knowledge.
We help you modify your equipment to new production needs, whether that’s new products, expanding demands, or evolving formats, without starting from scratch.
These updates can include control system upgrades, changeover kits, format modifications, improved safety components, and more. We also offer change parts for new package styles, updated materials, and faster, more repeatable changeovers.
In addition to upgrades, we can often perform complete rebuilds of equipment, restoring functionality for new purposes through strategic retrofitting, repairs and component replacements.
Every modernization project is supported by a dedicated project management team, focused on ensuring smooth execution from planning to full integration.
Training & documentation: competence equals confidence
We offer in-depth training for operators and maintenance staff built around your real operating conditions. Whether you’re onboarding new hires or refreshing the skills of experienced employees, we’ll make sure your team has the confidence and competence to operate your equipment safely and efficiently.
Our trainers are PMMI certified and conduct on-site or hybrid sessions. All training includes clear, hands-on instructions and best practices that are easy to apply. You’ll also receive complete documentation, from user manuals to maintenance schedules and procedures, to support ongoing learning and operation.
This approach helps reduce errors and gives your team the tools they need to react quickly and with clarity to boost productivity.
A unified support structure: the North America Customer Service Hub
To simplify communication and offer faster response times, R.A Jones has joined the Coesia North America Customer Service Hub, headquartered in our Davenport, Iowa facility. This shared hub handles all customer service activities for R.A Jones along with many of our Coesia sister companies to offer you a wider network of skilled technicians who know your equipment inside and out.
What this means for our customers:
- One contact for all your needs
- A larger service team, ready to assist on-site
- Coordinated parts delivery from a central facility
- Cross-trained technicians with expertise across multiple platforms
You’ll still receive the first-class service you’ve come to expect from R.A Jones, but with the added benefit of a more connected and specialized service structure.
A legacy built on trust and expertise
With more than 9,000 machines installed, over 1,500 customers served, and more than 500 years of combined technician experience, R.A Jones brings a rare depth of expertise to every partnership.
We know what works, when to act and how to keep your production running at its best. And we’re always looking ahead, so your machine doesn’t fall behind.
Our commitment to proactive support, long-term value and technical excellence is why R.A Jones is the preferred service provider for packaging equipment around the world. If you want to explore how our services can help you protect your equipment and improve long-term efficiency, we’re ready to start that conversation.
Contact us today to see how.