DirecTech: Smarter, Faster Remote Support for Your Production Needs

February 2025

At MULTIVAC Group, we understand that when issues arise, you need fast, effective support to keep your production running smoothly. That’s where DirecTech, our expert Remote Support team, comes in. With a combination of advanced tools and deep technical expertise, DirecTech helps diagnose and resolve machine issues quickly - minimizing downtime and ensuring your equipment performs at its best.

To provide even faster and more effective assistance, our DirecTech team now utilizes XMReality, an augmented reality (AR) tool that takes remote troubleshooting to the next level. Using augmented reality, our experts can:

·      See what your team sees in real time using a smartphone, tablet, or smart glasses

·      Guide operators and technicians step-by-step, visually highlighting components and adjustments

·      Share images, schematics, and instructions directly on the screen for clearer troubleshooting

With this technology, issues that once required an on-site visit can now be resolved remotely - saving you time and reducing costs.

DirecTech is more than just a remote troubleshooting service—it’s part of a complete support ecosystem that helps keep your production running efficiently.

Secure VPN Access for Faster Issue Resolution

Many service issues require direct access to machine controls, and our secure VPN connection allows our experts to diagnose and resolve issues remotely. With this capability, MULTIVAC Group technicians can safely access your equipment’s system, helping to adjust settings, troubleshoot alarms, and get your machine back online faster.

Smart Services Machine Data for Proactive Support

Beyond reactive troubleshooting, our Smart Services platform gives you real-time insights into production performance, downtime causes, and efficiency trends. By combining live data analysis with remote expert guidance, we help identify problems before they lead to costly breakdowns—keeping you in PEAQ Performace.

Genuine MULTIVAC Spare Parts & 24/7 Field Support

Even with the best remote tools, some issues require parts replacement or on-site service. That’s why we offer:

$20 million in OEM spare parts inventory ensuring your equipment runs with factory-approved components for reliability and longevity.

24/7 field support team with 80% of our technicians within 2 hours of our customer base. When an issue can’t be resolved remotely, our technicians are available around the clock to provide expert service at your facility.

With a dedicated team, cutting-edge tools like XMReality, and a full suite of remote and on-site support solutions, DirecTech is built to reduce downtime, lower costs, and keep your production running at PEAQ Performance.

·      Faster resolutions with real-time AR visual guidance

·      Secure VPN access for remote troubleshooting and adjustments

·      Smart Services data insights for proactive production optimization

·      OEM spare parts and 24/7 field support for complete service coverage

At MULTIVAC Group, our goal is to keep your equipment running smoothly—no matter where you are, no matter when you need us.

Want to learn more? Contact us today to see how DirecTech can transform your equipment support experience. Call 1-800-877-5200 to speak with one of our remote support specialists.