Uwe Galm
Director Customer Service
Gerhard Schubert GmbH
High energy prices, the circular economy, and the shortage of a new generation of skilled workers are placing increasing pressure on the packaging industry. Digitalization and artificial intelligence are accelerating this transformation. While they offer major opportunities, they also raise new questions. Uwe Galm, Authorized Officer and Head of Service at Schubert, explains current customer expectations, the impact of the shortage of skilled labor, and how innovative service concepts can help future-proof production processes.
Rising energy and raw material costs, increasing difficulties in accessing skilled labor, and the growing importance of uninterrupted production are turning machine service into a strategic priority for industry. Service is no longer merely a support function that responds to breakdowns; it is increasingly positioned as a core element of data-driven, predictable, and sustainable production.
As a globally active company in packaging machinery, Schubert is fundamentally restructuring its service approach in response to this transformation. Digitalization, AI-supported data management, remote services, and long-term machine life-cycle strategies form the centerpiece of the company’s service vision.
In this in-depth interview with Schubert Director Customer Service Uwe Galm, we take a comprehensive look at structural changes in service operations, operational responses to increasingly narrow maintenance windows, innovations ranging from digital customer portals to AI-supported maintenance processes, and the role of sustainability within modern service concepts.
Mr. Galm, Schubert has significantly expanded its service activities in recent years. What has changed, and what are the reasons behind this?
Uwe Galm: We are seeing a structural shift among our customers. In recent years, demand for classic service offerings such as maintenance and inspection has increased again. However, this is happening for completely different reasons than in the past. Many customers are no longer able to carry out these tasks internally because they lack the necessary specialist personnel. Added to this is the pressure created by rising energy and raw material prices – just think of cocoa prices – and the growing importance of machine availability. Today, production losses can very quickly result in extremely high costs.
How does this situation affect your service operations?
In the past, we sometimes had up to three weeks available for maintenance. Today, there are often only a few days – and these time windows are fixed. Customers sometimes plan their production slots a year in advance, which often leaves only one opportunity per year for a production shutdown. This has completely changed our planning, resource allocation, and preparation processes.
How do you respond to such narrow time windows?
With maximum preparation and efficiency. This includes solutions such as ready-to-use spare parts kits, which we ship directly to the site in a fully prepared state. This reduces the time required on site. At the same time, we are significantly expanding our digital services. The 4YOUconnect customer portal is at the heart of this. We now provide all relevant machine documentation digitally – from electrical schematics to parts lists. The parts list can be viewed as a 3D model, enabling faster identification of components and direct ordering via the web shop. Because when a machine stops, it has an emotional impact. This is not just a technical issue. That is why we aim to reduce downtime as much as possible. Instead of merely reacting to faults, we focus on preventing them through predictive, data-driven processes. The further development of our CARE machine monitoring solution serves exactly this purpose.
What is the current status of digitalization?
Around one quarter of our customers actively use the portal, and this figure is rising rapidly. The next major step is a shared digital maintenance calendar. This will pave the way for a digital maintenance logbook that provides a complete service history. Transparency in service is just as important to us as connectivity with our customers. That is why we are developing step-by-step guided maintenance routines. Operators and maintenance personnel will be digitally guided through the maintenance process, which will directly help mitigate the effects of the shortage of skilled labor.
Speaking of skilled labor shortages, are there specific issues in the sector that concern you most?
The role of the service technician is undergoing a major transformation. Experienced technicians who used to travel 200 days a year are now difficult to find. Even when they are available, they tend not to stay long. Travel is no longer attractive; work-life balance has become increasingly important. That is why we are focusing on hybrid models – such as combining installation work with temporary support for help desks or offering individually plannable travel periods.
How important is artificial intelligence in overcoming these challenges?
Extremely important. However, in my view, the value of any technology is determined by the tangible benefits it delivers – and AI is no exception. The greatest potential lies in knowledge management, particularly at the interface between training and real-world troubleshooting. With the support of AI, a young technician can be guided step by step through the fault resolution process of a complex machine, even if they are still far from the level of an expert technician. Further development is also needed in the area of machine monitoring.
Are there additional use cases for AI-supported data management?
Using the machine data collected through the updated CARE monitoring solution, we can show customers whether production losses originate from the machine itself or from upstream processes. In the future, we want to integrate this informational value directly into our reports in the form of concrete recommendations for action. AI can be particularly helpful in report generation. However, the interpretation of the data will always require the expertise of an experienced specialist. In addition, it will become possible to compare machine performance across multiple locations for companies producing the same product at different sites.
How do you address sustainability in service?
One example is the digital learning platform “Schubert Learning Space,” which offers location-independent machine training for operators. This eliminates the need for travel, making training both more efficient and far more sustainable in terms of energy use and emissions. Moreover, greater transparency through monitoring helps us reduce product losses – for example by identifying deviations that could lead to production downtime or detecting format changeovers that result in higher scrap rates. We also support compliance with upcoming EU regulations, such as the PPWR. We advise customers on topics like the transition from plastic to cardboard packaging. Experts at our Packaging Competence Center work closely with customers on everything from packaging design to machine conversions, in close coordination with our service teams.
What does all this mean for the classic machine life cycle?
We promise our customers that their machines can be used for at least 20 years – and this is part of sustainable service. To achieve this, we plan a strategic customer journey that includes service modules tailored to every phase of use. In the early years, maintenance concepts, production optimization, and format consulting take center stage. In later years, spare parts availability, modernization, and conversion become increasingly important. With our comprehensive portfolio, we make all of this possible, ensuring that machines operate reliably and economically at all times.
What lies ahead – and what can we expect by interpack 2026?
By interpack, we aim to fully complete our digital services. In addition to the maintenance calendar and digital maintenance logbook, we are planning a digital ticket system within the portal. This will allow customers to create service requests around the clock – without phone calls, language barriers, or waiting times. Full transparency regarding the status of requests will also be ensured. In the long term, this will result in an end-to-end, digitally supported service process: efficient, sustainable, and customer-friendly.