When you specialize in analytical instruments and equipment, your products not only have to be precise—but they need to be perfect, of high quality. That’s the standard held by C.W. Brabender Instruments Inc. and its German parent, Brabender GmbH & Co. KG.

For the record, C.W. Brabender supplies lab and plant testing, analytical and processing equipment to several industries—including the baking, starch, pasta/noodle, snack food, dairy and brewing segments. Likewise, its equipment serves dedicated functions related to grain cleaning and milling, grinding and moisture analysis, rheology/viscosity, extrusion, mixing, gluten characterization and ash determination.

Yet today finds the US business in South Hackensack, N.J., adding another important product to its line—although it’s actually a process. This summer saw the company introduce Brabender Five-Star Service, a team dedicated to customer support, service and satisfaction. Specifically, the company’s five elements of commitment involve value added service, on-site service, factory service, spare parts support and personal phone support with C.W. Brabender technicians.

Dear Stephan and team members,
I would like to thank you all for working tenaciously through issues with our MVAG-U equipment. What I appreciate the most was the high level of customer service, patience, and calm team members provided during the period of time we struggled to identify the root cause of the unit’s failure to perform consistently. We purchased two MVAG units in 2014 from Brabender and they are critical quality measures in the manufacturing our products. Both of our units have been running without any problems for several months now thanks to your team. 
Our company owns a total of five Brabender brand units and they have always been reliable. Over the past 15 years I’ve had the pleasure of working with Brabender’s team members. I know from past experience the folks at Brabender stand behind their equipment performance and possess the expertise to troubleshoot and repair the units in a timely manner. 
Thank you again for providing such highly valued services and reliable equipment.
Best regards and many thanks,
Bonnie A.A. White

For its part, C.W. Brabender also literally wanted to dedicate a full-time leader to the customer service side of the business. That’s why in 2017, it hired Stephan Henne as North American service manager.

“We were listening to our customers’ requirements, understanding their urgencies of [need for] better technical support—both on-site and through phone conversations. We understand that they expect a fast turn-around in support related their equipment,” says Henne. 
“Our new team involves new technicians which are well trained, and our team is supported by the production and engineering department. We are offering preventative maintenance plans, including service contracts, spare part packages and loaner programs. But also refurbishing packages for the mixers, which saves time and money for our customers. Our Service Team is proud to represent C.W. Brabender, helping when needed, and developing relationships to our customers.”

C.W. Brabender Five-Star 
Service Center
Dedicated Service Line 
(201) 343-8425, ext. 99

In person: Stephan Henne
North American Service Manager
Office: 201.343.8425 ext 32

Originally appeared in the November, 2018 issue of Prepared Foods as Products— And Process.