EOS, the global technology and quality leader for high-end Additive Manufacturing (AM) solutions, continues to invest in the further extension of its service portfolio in future in view of the increased use of EOS technology for series production. Adrian Keppler, Chief Marketing Officer (CMO) at EOS, explains: “The very positive feedback from the last customer satisfaction survey shows that we already offer the most comprehensive industry-wide services in global comparison. We are extremely pleased about this, but at the same time it is an incentive to continue developing our service portfolio and team in future. The main focus of this development is on top-class quality.”
He adds, “As far as series production is concerned, we usually have to deal with very complex customer requirements. The introduction of a new technology like Additive Manufacturing is often a very long drawn-out process. Firstly, we provide our customers with active support in building up their own technology skills. Secondly, we are the only supplier in the industry to actively support customers with especially high, industry-specific quality requirements in the validation process. This is the only way to ensure that our customers can gain optimum benefit from the great potentials offered by industrial 3D printing.”
EOS has a worldwide reputation for quality, reliability and safety. It is the only company in the AM segment to offer a global service for all the performance and life cycle phases of its products. To achieve this, the global EOS service organisation has four regional service centres close to customers with excellently qualified service employees on three continents – Europe, North America and Asia/Pacific. An increasing number of local service locations with their own spare parts stores guarantees closeness to our customers. The EOS service offers were created as best practice solutions in close dialogue with customers. Established processes and standards guarantee a consistently high service quality.
The global EOS service organisation already has well over 100 employees, no less than about 80 of whom are field service technicians and around 30 are application specialists. This team will be expanded continually on all levels over the next few years. There is a strong team behind the experienced technical field team as well; the hotline (which also offers remote services), 2nd level support (service experts for particular EOS products) and 3rd level support (specialists from the Development department). An experienced team of trainers introduces different user groups to the handling of EOS solutions, either on the customer’s premises or at one of the EOS regional centres. Application specialists provide additional customer support with feasibility studies and provide consultation and development services. Adrian Keppler concludes: “We are investing a great deal in the training of our service team so that we can continue to guarantee worldwide high service quality.”
Jürgen Blöcher, Managing Director of FKM Sintertechnik in Germany and a long-standing customer, elaborates: “Together, the employees of EOS and FKM are a strong team. We are very pleased to have an efficient and reliable technology and service partner at our side in EOS. An impressive proof of this efficiency was the relocation and servicing of 21 EOS systems for plastic and metal within only six weeks. This made an important contribution to the successful start of operations in our new production building.”
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