Customer support is something Thermal-Vac has concentrated on since we opened in 1985. You might call it a core competency.

That doesn’t mean we’ve stopped learning. Many of our customers have experienced cultural changes (buyouts, mergers, and acquisitions) which we must absorb and re-think our customer service approach to better merge with our customer needs.

We consider customer support as a moving target and therefore must constantly adjust to our customer requirements as well as our own organic growth. When it comes down to it, if a customer is unhappy you won’t be able to call them a customer for long before they move on.

Thermal-Vac is known for our superior and honest approach with our customer, we tell the truth even when it hurts, we believe this to be a strategy that promotes trust between our customers and our Team Members, and true learning experiences when necessary. Our founder has often said he would not be apt to fire someone for a mistake; however he would fire anyone for lying. An untruthful answer will create a path of investigation unfit for the engineering world. We work on highly sophisticated hardware that requires high integrity individuals, who can identify their errors.

Our upcoming ERP system will allow for our customers to “look under their blankets” and see real time where their parts are in our processing stream. Our commitment for delivery will be impeccable when compared to like services.

Our constant monitoring of customer feedback through online surveys assist us to keep abreast of the wants and needs of our customers. We seek customer input from everywhere we can in order to achieve a seamless processing experience akin to using your own in-house brazing, heat treating, plating, and coatings facility.

There is no end to the way Thermal-Vac will work to support our customers:

• We have provided “super market” type situations for a customer needing parts in minutes, not hours or days.
• We have worked out seamless part flow by coordination of customer documentation in such a way that we actually place our buy-off stamps on their process travelers.
• We have built parts to stock in our own facility and the customer’s facility to again allow for on demand part supplies.
• We produce orders of a single part, and as many as 15,000 brazed parts per day delivered to our customer.
• We have had “ship to stock” status in many circumstances.

We can assist a vast amount of support variations.

If you have suggestions for Thermal-Vac regarding customer support please call or e-mail our President he will be thankful for the opportunity to enhance your experience with our company.