Consumer Packaged Goods (North America) 14-Engineer On-Site Team Supporting Global CPG Manufacturer

Teceze delivered a 14-engineer on-site team supporting one of the world's largest consumer packaged goods manufacturers across North America, achieving 98.1% average availability over two years with zero client escalations.

About the Client

One of the world's largest consumer packaged goods manufacturers producing household, personal care, and health brands from manufacturing plants, research facilities, and commercial offices across North America. The organization requires reliable embedded IT support across diverse site types operating continuous manufacturing environments.

At a glance

Industry
Consumer Packaged Goods Manufacturing
Headquarters
North America operations across multiple manufacturing and research sites
Products & services
Household products, personal care, health brands, manufacturing and research
Challenge
Sustained multi-year delivery, continuous manufacturing environment, mixed site profiles, availability variance management

Success highlights

  • 98.1% Average availability with three of five months at 100%
  • Zero client escalations across entire period
  • Zero service issues recorded to date
  • 2 Years Two years of continuous service without escalation

The challenge

Corporate meeting

Navigating complexity in multi-year embedded field services delivery

Sustained multi-year delivery, continuous manufacturing environment, mixed site profiles, availability variance management

The CPG manufacturer operates 24/7 manufacturing plants where IT downtime carries direct operational cost, research facilities with distinct technical requirements, and commercial offices with standard business computing needs.

The engagement required: maintaining consistent standards across a two-year-plus period without degradation, supporting continuous manufacturing environment where uptime is critical, managing mixed site profiles (manufacturing, research, commercial) with different technical demands, and managing availability variances (two months showed dips to 96.8% and 93.5%) transparently.

Our approach

Structured Delivery Combining Service Discipline, Resource Planning, and Stakeholder Engagement

Manufacturing operations at scale require sustained team stability, cross-environment capability, and transparent communication, especially across 24/7 environments where IT downtime carries direct cost impact. Teceze’s model prioritized multi-year consistency, developed engineers capable across manufacturing plants and research facilities, and built stakeholder confidence through precise, contextual reporting rather than optimistic metrics. Teceze implemented a multi-year delivery model optimized for consistency and reliability: focused on long-horizon consistency managing expectations for multi-year engagement, engineers capable across all site profiles (manufacturing, research, commercial), transparent availability reporting showing variances precisely rather than rounded, and low-escalation operating model resolving issues before formal escalation.

From challenge to transformation, the solution included:

Multi-Year Service Stability

Engagement managed for long-horizon consistency, with attention to team retention and capability development enabling sustained performance across multi-year period.

Mixed-Environment Engineer Capability

Engineers trained and capable across manufacturing plants, research facilities, and commercial offices, enabling efficient resource deployment across diverse site types.

Transparent Availability Reporting

Variances reported precisely with context rather than rounded, building stakeholder confidence through honest reporting rather than massaged metrics.

Low-Escalation Operating Model

Issues resolved at operational level before formal escalation, demonstrating proactive management and operational discipline.

Governance and Reporting Cadence

Governance structure focused on consistency and multi-year partnership management:

Cadence Forum Focus
Weekly Operations report Availability metrics, site activity, any issues or variance
Bi-weekly Operational touch-base Resource status, upcoming planned leave, operational adjustments
Monthly Availability review Monthly performance, variance explanation, trends analysis
Quarterly Business review Multi-quarter performance, strategic priorities, account expansion
The Results

Multi-Year Sustained Operational Excellence

2 YrsEscalation-Free Operation
99.1%Uptime Across 8 Facilities
14Engineer Team Stability
98.1%Average availability with three months at 100%
ZeroClient escalations across entire period
ZeroService issues recorded to date

What the client says

“Two years with the same team, no escalations, responsive support across our manufacturing and research locations. That kind of stability is what allows us to focus on our business rather than worrying about IT support. The mixed-site capability was critical.”

— VP IT Services

Delivery partnership

How Teceze Executes on This Engagement

Teceze delivered full-stack embedded services: multi-year resource planning and scheduling, day-to-day operational management across mixed sites, consistent reporting on availability and variance, incident resolution procedures, and quarterly business reviews.

Looking ahead

Post-Engagement Value and Ongoing Partnership

Consumer Packaged Goods (North America)’s expertise in 24/7 manufacturing operations, multi-year team excellence, and sustainable scaling continues to unlock value beyond initial engagement. The strategic partnership ensures sustained operational excellence, seamless expansion capability, and continuous improvement in manufacturing IT support.

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