A Pit Stop For Test Sets

Thanks to our new Service Hubs, you can expect even better service for your OMICRON equipment in the near future.

The average pit stop during the 2023 Formula 1 season lasted between two and three seconds. While we have to admit that our Service Hub in Klaus hasn’t reached that pace yet, we roll yellow cases into a pit lane of our own to calibrate, adjust, and repair test sets. We’re currently working on rolling out this service plan worldwide.

The first OMICRON Service Hub opened at our headquarters in Klaus at the beginning of 2021. The pilot project aimed to create a one-stop shop for all our service and repair requests. When we designed the hub, we had a motor racing pit stop in mind. So, one of the most critical factors in achieving this was structuring the processes so each consecutive step would complement the previous one. Now, almost three years later, the test phase is complete, and the concept is serves as the blueprint for multiple sites around the world.

Focusing on service quality

“Designing the Service Hubs to handle service requests faster and more efficiently was essential to us. Implementing these improvements meant the hubs had to be able to operate with complete independence from our day-to-day business activities. Even major, company-wide projects needed to have zero impact on the hubs, so our customers could always expect a consistently high level of service quality”, explained Roman, manager of the Service Hub in Klaus. “We operate autonomously. Besides all the technical aspects of our service activities, the team handles the entire process from beginning to end. From order clarification to logistics – regardless of whether the request is for a calibration, an adjustment, a repair, or a service call-out. We also handle any callbacks ourselves. For example, a test set may arrive in the workshop without any error description. We then contact the customer directly to ensure that the test set is fit for purpose as soon as possible. From arriving in the hub to their dispatch, test sets remain with us for an average of five days.”

Global standard, local service

The main reason we can provide such prompt service is through targeted standardization. Every service job follows a meticulously planned sequence. In addition to the processes, the work areas have also been standardized. In every Service Hub across the globe, employees use the same infrastructure and equipment – the same tools, software, and, naturally, the same spare parts. Whether a team member works in the Service Hub in Klaus, the Service Hub in Houston (which opened at the end of 2023), or in one of the future hubs in Asia or Australia – they should always feel like they're working in a familiar environment.

Apart from standardization, the locations of future sites will obviously play a significant part service time optimization. For example, test sets no longer need to be returned to Klaus to be adjusted; they can be calibrated on-site. With this in mind, every Service Hub has climate-controlled rooms containing multi-test towers.

Networking the Service Hubs

Even though the Service Hubs operate autonomously, they remain in close contact. “The hubs are networked to exchange knowledge and ideas regularly. So, when a problem is resolved in one site, all the others benefit from the experience and don't need to find solutions of their own,” says Roman. “In summary, the pilot project in Klaus has been a resounding success and the opening of the Service Hub in Houston has validated the concept. We look forward to opening additional sites and extending our reach with optimal service quality.”

Backstage pass for the Service Hub

We've prepared a short Service Hub presentation video to give you an idea of what goes on behind the scenes at the Service Hub in Klaus. We hope you enjoy watching it.