What to Expect When an NTM Service Tech Visits Your Jobsite
When your portable rollforming machine needs on-site attention, New Tech Machinery (NTM) can send an experienced service technician who knows their way around every NTM rollformer model right to your location.
That’s one of the great benefits of owning an NTM portable rollformer; we’re a phone call away if you need to troubleshoot a problem and find a solution, order a part, or schedule machine servicing. We can work on your machine at our facility in Aurora, Colorado. However, sometimes customers prefer that we come to their shop. We do that, too.
If you schedule an on-site visit, you’ll want to make the most of it. If your workplace, machine, and crew aren’t ready when the tech arrives, you’ll risk wasting precious time.
This article will walk you through the process of scheduling an on-site technician to come to your location, and what to do to prepare for their arrival.
Scheduling and Preparing for an On-Site Service Visit
1. Scheduling & Confirmation
Start with the Service Coordinator. All on-site service requests flow through the Service Coordinator in the Service Department, so direct your initial email or phone call there. The service number is 303.294.0538 (option 2).
In your initial call, expect the following:
- Provide machine model and serial number, list areas of concern, and photos or videos if available.
- Your name will be added to the service queue.
- You will receive a quote close to the time your name comes up in the queue. The quote will include the cost of travel to your location, the estimated number of service hours (at least one day, 8 hours), and daily charges (food, car rental, etc.) for the service tech.
- You will receive an email summarizing the agreed-upon date and confirming the location for the service and your contact information. A $500 deposit is required upon confirmation.
- A week before the service, we will contact you for final confirmation.
- Communicate any questions, concerns, or updates on machine issues before the service visit.
- Expect a call before the tech hits the road. Your assigned technician will touch base to confirm dates, arrival time, and any last-minute details. Make sure you are ready for the visit so you don’t waste time you could be working on the machine.
2. Set Up the Machine for Easy Access
- Location matters. Position the machine where the tech can work around it comfortably. Indoors is best—shade in summer, warmth in winter—but an outdoor spot is acceptable if that’s all you have. Just make sure it’s protected from the elements, whether rain or sunshine.
- Keep it powered. Run a proper electrical service to the machine ahead of time. If it’s a gas-powered unit and you must stay inside, make sure there’s ventilation.
- Leave room to run panels. If calibration or long-panel testing is on the agenda, clear a path and have run-out stands ready.
3. Stock the Right Materials
- Coil for testing—and waste. Expect some scrap as the tech dials in settings. If you’re tuning the machine for a specific job, have that exact coil on site.
- Roller sets and accessories. Any additional profiles you want checked or adjusted should be staged next to the machine so the tech isn’t hunting through storage racks.
4. Safety First (and Always)
- All OEM guards installed. Missing covers are a showstopper. If safety guarding isn’t in place, the tech will photograph the machine and may refuse service until it’s brought back to spec.
- Follow your shop’s PPE rules. Hard hats, anti-cut sleeves, safety glasses—whatever your facility requires, have extras on hand for the tech.
5. People to Have on Hand
- A knowledgeable point person. Someone who understands the problem should meet the tech, explain symptoms, and stick around for questions.
- Operators & maintenance staff. Whenever possible, let the crew watch the service work; they’ll pick up tips they can use after the tech leaves.
6. Tech Tools & Software Updates
- No Wi-Fi? No problem. Technicians carry flash drives and SD cards for controller updates, so internet access isn’t mandatory—even for Shepherd or UNIQ software.
- Bring your own snips if you’re cutting steel. The techs carry basic hand tools, but heavy-duty snips or specialty cutters aren’t usually brought along.
7. Lodging, Travel & Incidentals
- NTM handles accommodations. Customers don’t book hotels or flights; the company does that internally to keep travel consistent.
- You are responsible for incidental expenses. These will be included in your quote.
8. What Happens If Safety or Setup Isn’t Right?
If guards are missing, power isn’t available, or required materials aren’t on site, the tech may have to reschedule. That wastes time and money for everyone, so double-check the list before the truck pulls in.
Quick Checklist
| Item | Ready? |
| Machine positioned with 360° access | ☐ |
| Adequate power or ventilation | ☐ |
| Correct coil (plus extra for scrap) | ☐ |
| All safety guards in place | ☐ |
| Run-out stands (if needed) | ☐ |
| Roller sets & accessories nearby | ☐ |
| Shop-required PPE available | ☐ |
| Point of contact on site | ☐ |
Last Bit
By staging materials, confirming power, and ensuring safety covers are installed, you’ll help the NTM technician get right to the root of the issue, so your portable rollformer can get back to fabricating metal panels or seamless gutters.
For information on NTM portable rollformers or accessories, contact us. One of our account managers will be happy to assist you.
~
