A defining experience

Machinex understands that producing high-quality products known for their excellent performance means little if working with the company is burdensome for customers. That’s why Machinex is guided by a customer experience philosophy that is based on partnership. The company listens to your needs, helps define your goals and facilitates developing a solution that achieves those goals within your budget.

The sale is only the beginning. When you buy a system or equipment from Machinex, you’re making an investment in your operation that will last for decades. When you purchase systems from Machinex, your experience includes detailed engineering, project management and installation, as well as startup, training and aftersales service and support.

Engineering, not a sales experience

You’ll notice working with Machinex is different from the start as the company’s approach is sales-light and engineering-heavy, with project engineers involved from the beginning. In fact, project engineers outnumber salespeople by nearly 3-1. Additionally, you’ll be working with experienced professionals as the company’s sales and project engineering team members have an average tenure of 12 ½ years.

Their team also understands that every project is different in terms of material, objectives, performance, layout, building, flow and traffic, so each solution must be customized. Instead of taking a one-size-fits-all approach to system design, they work with you to ensure the design addresses your primary areas of concern and objectives.

The company’s team members don’t work in silos but regularly consult with one another about how to approach each project to get the most out of their combined experience. They also are in close collaboration with detailed engineering to ensure projects proceed with reliability.

Structured project management experience

When you work with Machinex, you receive ongoing communication regarding your project.

Once the order is placed, a project manager who will oversee all aspects of the project is assigned. A strict project schedule is developed, and weekly or biweekly conference calls are scheduled with your team to provide project updates.

As part of this process, your project manager will keep you informed of various milestones to help you stay on target with the tasks required from your side in addition to holding meetings with their internal engineering, electrical, installation and startup departments to ensure everyone has a clear picture of the project goals and the supplied scope. 

Machinex employs a detailed project management structure, which it calls its “gate process,” based on Project Management Institute (PMI) best practices, to minimize the possibility that something will be overlooked before the scheduled startup of your system. As an example, Gate 1 is the formal project introduction to all teams who will work on that project, which often involves up to 20 people from Machinex, plus whomever the customer brings to the table.

Dependable startup & support experience

The sorting technologies expert provides complete system training for all your plant personnel—managers, supervisors, maintenance staff and sorters.

The startup process includes system adjustment and optimization for peak performance in collaboration with your team, ensuring all project goals have been realized.

Machinex understands the importance of support after the sale and is available 24/7 to respond to your needs.

In addition to a huge inventory of commonly needed parts, the company has a team of factory-trained technicians who can be deployed quickly to assist you. For customers who have selected the option, technicians also have remote access directly to your system for immediate and live troubleshooting.

The company’s technicians are available to provide quarterly, biannual or annual preventive maintenance should you choose to remove some of the burden from your staff. However, Machinex can offer complete training programs for your maintenance and operations staff if you prefer to be more hands-on from a maintenance perspective.

Happy customer experiences

Yes, working with Machinex is a professional and engaging experience, but the company’s equipment also is well-known for its reliability and durability.

Here are some positive experiences the company’s customers have shared.

“The Machinex team has truly been a great partner with a working relationship that feels like family,” says Willie K. Goode, CEO of WB Waste in Capitol Heights, Maryland.

“I have been working with Machinex for close to 25 years,” says Larry Ochs, maintenance manager at Rumpke Waste & Recycling, headquartered in Cincinnati. “It is no secret that they design top-quality systems with rugged equipment that is built to last; but, more importantly, the entire team, from start to finish, exude integrity and care about the customer experience as much as the results. Together, we have built a strong and productive relationship to support our world-class plants.”

“The Machinex team has been incredible in Boston. When choosing the proper vendor, there is so much more than engineering equipment. From selecting the correct technology, working through the design and installation and then execution, the collaboration between the Machinex team and Casella operating team was near flawless—especially the follow through to ensure we achieved all the goals that were established prior to the project,” says John Casella, CEO of Casella Waste Systems, Rutland, Vermont.