3 questions for Philippe Genevé

How does your service department reflect the rising importance of circular economy in the industry?

Heightened sustainability requirements mean that customers increasingly ask about our instruments’ repairability. Of course, this has always been relevant to them: The process industry strives for maximum plant availability. It has preventive and corrective maintenance solutions in place to minimize downtime. That makes sensor repairability and maintainability very important.  

How does Endress+Hauser support customers when it comes to repairs?

Our sensors are high-quality products, so they are designed for longevity. They are modular too, which makes for easy maintenance and repair. Very few of our products are non-repairable. Moreover, we continue supplying replacement parts for five years after the phase-out of a product. Our customers can undertake repairs themselves if they have suitably qualified personnel. Alternatively, they can turn to our service offering. Endress+Hauser is the only measurement technology manufacturer in France to provide both on-site and workshop repair services.

In what situations do customers use the workshop-based repair service?

That mostly happens with warranty claims, or in cases that require our specialist expertise – such as when they need us to repair Ex-certified instruments, make modifications or carry out an inspection after a failure. Most instrument defects are caused by improper use or operation in an unfavorable environment. So, once our customers know the cause of failure, they can take steps to prevent a recurrence. Incidentally, instruments for which we still carry replacement parts are repairable in over 95 percent of cases. We can even complete the repair within 24 hours if required.