Technical Support
Supporting Peak Performance for Your Production Lines
Here at Kenray, we pride ourselves on delivering excellent customer service, and our technical team are no exception. We provide a wide range of support services – from technical assistance over the phone and virtual Teams calls to onsite visits. Our team has vast, wide-ranging applications knowledge and expertise, enabling us to develop innovative ways of problem-solving, achieving your end goals, and supporting your business and production lines.
The Services We Offer
Line Evaluation
Comprehensive evaluation of your former fleet, where we see your lines running and assess your fleet operating in a production environment. We etch the sets with unique codes so we can identify them for future reference and provide both a full and summary report with recommendations on how we can improve your fleet and return them to the recommended operating standards. This helps to reduce downtime across your production lines and ensures bag quality is kept to a high standard. Once the report has been sent, we will liaise with you on the recommendations we have identified and work together on booking in the next phase, which is the follow-up to the line evaluation.
External Refurbishment / Follow-Up Line Evaluation
Whether you have recently had a line evaluation completed or have a number of sets that need refurbishment but cannot be released, our engineers can be scheduled to visit your site to carry out the recommended work. They can fit consumable parts, carry out repairs to formers and tubes, or replace those formers and tubes that are beyond refurbishment. Full RAMS assessments will be completed, and Safe Contractor certification is available. The final stage of the process, and to maintain the operating levels your fleet is now at, we offer a three-tier service package. This is designed around you and your needs – please see our ‘Service Contract’ section for more details.
Internal Refurbishment
Many of our customers find sending in forming sets for refurbishment extremely beneficial for maintaining their forming fleet all year round. By sending in your set, we will assess and evaluate the work required, provide a comprehensive quote detailing what’s needed to bring it up to the required operating standards, and give you a lead time for its return. We will also ensure it is cleaned and polished. We offer a collection and delivery service, making this process as streamlined as possible for you.
Commissioning In Sets
Should you place an order for new forming sets with us, whether it is for one or multiple sets, you can request a quote from one of our highly skilled service engineers to commission the set(s) upon delivery. This ensures a seamless transition to the new set and gives peace of mind.
Technical Visits / Meetings
Whether you have technical issues on a line or require our applications knowledge for a planning meeting, we can offer our expertise by coming to your site and providing assistance or attending a meeting via Teams.
Gary Collins
Product Applications Manager (Group)
With over 15 years’ experience in the packaging industry, Gary specialises in developing tailored, practical solutions that improve functionality, reduce downtime, and enhance product quality. He works closely with global food producers and leaders in VFFS technology, delivering innovative applications that drive efficiency and performance across production lines. At Kenray, Gary plays a key role in continuous improvement across product applications and quality. He reviews warranty cases to identify root causes and implements preventative measures, helping to close the feedback loop between design, manufacturing, and customer performance. He has been instrumental in establishing and building the dedicated testing facilities across the group to ensure consistent quality standards and improved product reliability. Previously, Gary worked in the steel construction industry, leading large-scale projects for blue-chip clients including Rolls-Royce. Driven by quality, customer satisfaction, and continuous improvement, he brings a strong combination of technical expertise, project delivery, and a results-driven approach to problem-solving.
Ian Bonsall
Senior Manufacturing Applications & Service Engineer
With over 25 years of experience in the packaging industry, Ian has extensive applications knowledge and experience with VFFS and HFFS forming sets. Providing excellent customer service and technical expertise on customer sites, Ian is always happy to solve problems and provide technical insight into complex issues.
Sian Bonsall
Service Coordination Lead (Global)
With over 25 years of experience in customer service in both public and private sectors, Sian leads the back-office function of the Service Team. From scheduling service visits to analysing data received from line evaluations and technical visits, and raising quotes, Sian will be your first point of contact when you reach out to our Service Team.
Key Benefits of Our Technical Support Services
By providing line evaluations and carrying out the follow-up work, we can ensure your former fleet is brought up to the recommended operating standard, maintaining those standards and helping your business to:
Avoid Reoccurring Maintenance Costs
Regular servicing helps prevent unexpected breakdowns and costly repairs, keeping your maintenance spend predictable and controlled.
Reduce Production Line Downtime
By identifying and resolving issues early, your lines run more smoothly, reducing unplanned stoppages and improving overall efficiency.
Improve Bag Quality & Reduce Rejections
Optimised forming sets ensure consistent bag quality, reducing rejects and enhancing finished product presentation.
Enhance Product Quality & Seal Integrity
Accurate forming and sealing deliver stronger, more reliable end seals, maintaining product integrity and customer satisfaction.
Our Service Contracts
We recommend that a Service Contract is put in place and managed through our Service Team. We can offer the following to put your mind at rest and leave all the maintenance worries to us:
Bronze Service
The Bronze Service provides essential support to keep your line running smoothly:
• Annual line evaluation to identify potential issues and optimise performance • Access to the Kenray App for tracking forming sets and managing spare parts • Consultation with our R&D team to explore innovative solutions
Bronze Service
The Silver Service builds on Bronze with additional value for growing operations:
• Annual line evaluation to identify potential issues and optimise performance
• Access to the Kenray App for tracking forming sets and managing spare parts
• Consultation with our R&D team to explore innovative solutions
Gold Service
The Gold Service is our most comprehensive package, offering proactive management and enhanced support:
• Annual line evaluation to identify potential issues and optimise performance
• Access to the Kenray App for tracking forming sets and managing spare parts
• Consultation with our R&D team to explore innovative solutions
Streamline Packaging Operations with the Kenray App
One-Stop Shop for Forming Set Management
Efficiency and precision are key in packaging, which is why we developed the Kenray App – a central hub for managing your forming sets with ease.
With instant access to essential tools and information, the app allows you to:
• Monitor forming set performance and maintenance history
• Request spare parts and support in just a few clicks
• Access key documentation and connect with Kenray engineers
By putting everything at your fingertips, the Kenray App helps reduce downtime, streamline operations, and keep your production line running smoothly.
For more information on how the Kenray App can enhance your operations, contact us today.
Ready to Optimise Your Production Line?
Get in touch with our Technical Support Team today to discuss how we can help improve efficiency, reduce downtime, and keep your forming sets performing at their best.
