Vacuum Barrier Corporation (VBC) has long been recognized for its commitment to excellence in cryogenic systems and liquid nitrogen (LN2) solutions. Recently, the company has made significant strides in bolstering its customer support by establishing a dedicated department for reliability and technical support. Dana Muse, Reliability and Technical Support Manager, shared insights into this evolution and its impact on VBC’s service strategy, training programs and customer experience.

A Dedicated Focus on Field Service

For years, VBC has distinguished itself by providing comprehensive post-sale support. From supervising equipment installation and commissioning to operator training and quick responses to urgent needs, the company has always prioritized its customers. However, as VBC’s customer base expanded across industries, it became evident that additional resources were necessary to maintain this high level of service.

“In the past, our field service efforts were managed as part of the sales department. But as our customer base grew, we needed more horsepower to ensure we could continue to meet their needs,” Muse explained. “This led to the creation of a dedicated Reliability and Technical Support department, complete with a field service coordinator, Andrew Gonzalez, to manage service requests and schedule visits efficiently.”

Consolidating field service technicians into a single department has also fostered greater knowledge sharing. This structure enables faster, more accurate resolutions to customer challenges. “Our technicians are trained in-house and work directly for VBC, which ensures a level of expertise that distributors or resellers often can’t provide,” Muse noted.

Addressing Urgent Needs with Regional Expansion

With downtime becoming increasingly costly for industries ranging from biotech and semiconductor manufacturing to food and beverage production, VBC has made geographic expansion a priority. By placing additional staff on the West Coast, alongside their Northeast headquarters, the company can respond more rapidly to customers nationwide.

“Whether it’s a bottled water company in California or a semiconductor manufacturer in Texas, we’re committed to delivering the same level of responsiveness,” Muse said.

This regional presence has already proven invaluable. Muse shared an example of a customer dealing with ice buildup in their cryogenic equipment. “Our field service engineer on-site had to think creatively when the usual defrosting solutions weren’t feasible. By using argon gas – a substitute for nitrogen gas – they were able to speed up the defrost process and reduce downtime significantly. This type of outside-the-box thinking is what sets our team apart.”

Training That Builds Confidence and Expertise

Effective operator training is central to VBC’s customer support strategy. Muse emphasized that training cannot always be completed during a single visit, especially when new systems are being commissioned amidst the installation of other machinery.

“In the short term, we ensure every operator gets hands-on experience with the basics of cryogenic safety and system operation. But follow-up visits are key to providing more comprehensive training when the environment is less hectic,” he said. Over time, VBC encourages customers to designate senior maintenance technicians for in-depth training, enabling them to serve as on-site experts.

The addition of service contracts has further enhanced training consistency. “These contracts allow for regularly scheduled visits, which help new hires stay up to speed and minimize downtime,” Muse explained.

The Role of Field Service Engineers

VBC’s Field Service Engineers (FSEs) are at the heart of the company’s customer support. They undergo rigorous, ISO 9001-certified training through VBC’s exclusive certification program before ever hitting the road. However, Muse noted that technical expertise alone isn’t enough.

“We prioritize strong communication skills and a solid work ethic. Our engineers partner with customers’ staff to ensure knowledge transfer and keep equipment running smoothly. This collaboration is essential to building trust and ensuring long-term success,” he said.

Bridging Customer Insights and Innovation

Field service engineers also play a crucial role in driving product development and upgrades. Working closely with customers, they identify areas for improvement and share feedback with VBC’s engineering and sales teams.

“Our engineers are often the first to recognize trends or recurring requests. Their input helps accelerate our response to customer needs and ensures that new features address real-world challenges,” Muse said.

One such trend is the increasing demand for remote system access. Many customers now require integration with central building management systems or the ability to monitor systems from off-site devices. VBC is meeting these demands by upgrading to advanced programmable logic controllers (PLCs) and ensuring its field service engineers are trained to support the latest technologies.

Looking Ahead

As cryogenics continues to evolve, VBC remains committed to delivering innovative solutions and exceptional service. Muse summed it up best: “Our field service engineers are more than just technicians. They’re highly skilled professionals who embody our mission of helping customers maximize productivity and minimize downtime. Whether it’s resolving an immediate issue or shaping the future of cryogenic systems, we’re here to meet our customers’ needs every step of the way.”

By investing in its people, processes and technology, Vacuum Barrier Corporation is setting a new standard for reliability and support in the cryogenics industry – a standard built on expertise, responsiveness and a commitment to customer success. www.vacuumbarrier.com

Vacuum Barrier Corporation’s liquid nitrogen dosing systems, including the NITRODOSE and EasyDose lines, are used to deliver liquid nitrogen to containers. These systems are used in a variety of industries, including food and beverage, brewing, and automotive. Credit: Vacuum Barrier