Ipsen USA introduces regional Service HUBs to expand customer service and support
Ipsen USA, Cherry Valley, Illinois, USA, has formally launched its Service HUB model, marking a shift in how the company will deliver service and support to customers in the US. To support the rollout of the Service Hub model, Ipsen also introduced its Technical Development Center (TDC) training initiative.
Over the last two years, Ipsen has developed the regional HUB model concept under the direction of Ipsen Global CEO Geoffrey Somary. Now, led by CSO John Dykstra, the HUBs will provide services across a large portion of the American Midwest and Southeast, particularly in areas with a high density of Ipsen customers.
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This move to regional service centres is intended to enable quicker response times, dedicated support teams and thorough knowledge of each customer’s facility. This more tailored response is expected to reduce customer downtime and optimise heat-treating operation performance whilst also improving the quality of life of its Field Service Engineers (FSEs).
The Ipsen Technical Development Center (TDC), is an initiative led by Darci Johnson, Program and Transformation Manager, and Cavan Cardenas, Technical Training Lead. The TDC is focused on training and developing new Field Service Engineers (FSEs), including the launch of the Field Service Engineer Academy, a specialised programme intended to equip new and current technicians with the skills and knowledge to best serve customers within the HUB model.
