Customer Care

Fast parts. Reliable service. Zero compromise.

We are dedicated to delivering top-tier service to support your operations. While our machines are built for continuous operation with minimal downtime, our U.S.-based parts and service team is available 24/7 to address any issues that may arise. To further enhance our support, we’ve integrated advanced technologies, including augmented reality (AI), predictive maintenance solutions, and a production monitoring app. These tools allow us to quickly diagnose issues and provide resolutions, ensuring the long-term reliability and protection of your investment.

The latest customer care technology

We leverage the latest technologies to ensure rapid response times and seamless communication. Through platforms like WhatsApp, our dedicated team of technicians, electricians, and support specialists can instantly share and receive photos, videos, and messages for efficient issue resolution.

For more complex issues, we utilize remote assistance tools, such as Augmented Reality (AR). This innovative approach enables us to guide clients step-by-step through interventions, providing detailed support for installation, assembly, maintenance, technical consulting, and training.

In most cases, communication is made within minutes, allowing us to resolve 70% of inquiries quickly, significantly reducing downtime and costs. When remote solutions are not sufficient, our professionally trained technicians are promptly dispatched on-site to ensure a resolution.

AR augmented reality

Augmented Reality (AR) technology enhances the concept of exchanging information and technical instructions through applications that can be easily installed on popular devices. This creates a direct and continuous connection worldwide. In real time, AR enables us to assist, guide, and complete a variety of activities, including:

Installation/Assembly
Maintenance
Assistance
Technical Consulting
Training

Preventive maintenance

To save time and resources, we focus on identifying and resolving issues before they escalate, minimizing downtime and the costs associated with unexpected failures. By continuously monitoring machine data, we can ensure optimal performance over time while enhancing workplace safety and reliability.
We employ advanced technologies such as machine-installed sensors, cognitive analysis, machine learning, and data mining to detect faults and identify the root causes of potential failures. This approach is built on real-time data collection, capturing the operating conditions of each machine and transmitting this information to a central unit for analysis. As a result, maintenance costs are reduced by up to 25-30% and machine uptime increases by 35-45%.

How does it work?

With an integrated control system designed for real-time monitoring, managing your Zato machinery has never been easier. All you need is an Internet connection to access production data, enabling our continuous oversight of your machine’s operating parameters. This valuable data is collected monthly or as requested and delivered to you in a detailed Service Report, providing actionable insights to keep your operations running smoothly.

We keep you moving with original spare parts

Only original spare parts meet our rigorous quality standards, ensuring the performance and longevity of your Zato machines. For this reason, we strongly recommend using only Zato-certified spare parts.

With a well-stocked in-house warehouse and partnerships with carefully selected, qualified suppliers, we ensure the constant availability of all essential components. When you need parts, we deliver quickly–orders placed in the morning are shipped the same day via express courier, minimizing delivery times and maximizing your machine’s uptime.

We offer reconditioned machinery

One of our key strengths is the mechanical and functional reconditioning of used machines. Our qualified technicians specialize in overhauling individual pieces of equipment or entire complex systems. Whether it’s a Zato-branded machine or from another manufacturer, our reconditioning process restores equipment to near-near condition, ensuring it meets the highest standards of performance and reliability.

FAQ

Is the hammer mill equipped with automation or remote monitoring?

Yes, all hammer mills are equipped with remote monitoring systems that allow real-time access to operating parameters and machine status. This enables proactive intervention and helps prevent issues before they arise.

What are the delivery times for spare parts?

Spare parts are shipped from our central headquarters the day after the request, depending on stock availability.
Delivery times then vary depending on the customer’s geographic location, but we strive to ensure the fastest possible delivery, thanks to an efficient logistics system and reliable couriers.

Do you have local service partners or only factory support

Yes, in addition to the support provided by our central headquarters, we have a network of local service partners active in key strategic areas.
In particular, we ensure coverage in America (via our U.S. headquarters), Japan, South Korea, and Germany.
This international presence allows us to offer faster interventions and closer support to the customer, reducing waiting times and ensuring operational continuity.

Do you provide training for operators and maintenance staff

Yes, operators are trained directly during the installation phase and whenever one of our technical interventions is required.
We also offer remote after-sales support, useful both for ensuring compliance with production standards and for updating or reinforcing the skills of the personnel operating the machine.
This approach ensures correct and efficient use of the system over time.

Which machine components wear out the fastest?

The most commonly worn components are blades, hammers, screens, and filters, considered consumables.
Their lifespan depends on scrap quality, the presence of contaminants, and routine maintenance.
Proper material selection and correct operation help extend spare parts life.

How fast is your after-sales support in case of need?

Remote support is immediate and allows for an initial real-time analysis of the issue.
Based on the technical assessment, it is determined whether an on-site intervention is necessary. If required, a specialized technician is dispatched with the appropriate spare parts to quickly resolve the issue and minimize machine downtime.

How can we reduce maintenance time and costs for our plant?

The most effective way to reduce maintenance time and costs is to adopt a preventive maintenance plan, tailored to the machine model and actual operating hours.
Following a schedule of regular interventions helps avoid unexpected failures and costly downtime.
Another key factor is to keep a minimum stock of spare parts at the customer’s facility, allowing for quick intervention when needed and significantly reducing machine downtime.

How can we prevent machine downtime during scrap processing?

Preventing downtime starts with proper routine maintenance, carried out according to the schedule provided with the machine.
It is equally important to carefully select the input material, avoiding the presence of unshreddable or contaminating elements that could damage internal components.
Lastly, training for both operating and maintenance staff is essential to ensure correct use of the system and to act promptly in case of anomalies, thus avoiding unexpected and costly downtimes.

Do you need more information?

Fill out the form, and we will respond to you as soon as possible!

Phone: 001 8598671155
E-mail: jeremy@zatonorthamerica.com
E-mail: support@zatonorthamerica.com

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