Endress+Hauser inaugurated a new 80,000 square feet state-of-the-art Customer Center in Greenwood, Indiana in September. "This $16 million investment in infrastructure helps to optimize customer support and further underscores Endress+Hauser’s commitment to the US market and its customers in the America," said Matthias Altendorf, CEO of the Endress+HauserGroup.
In the last 5 years, Endress+Hauser will have invested approximately 150 million dollars into its US operations alone in order to expand its flow, level, pressure, analytical and temperature manufacturing capabilities, as well as investments in support structures, projects, services and training organizations. This figure does not include expenses related to the recent acquisitions of SpectraSensors, Inc. and Kaiser Optical Systems, Inc., both specialized in advanced analyzer technology.
Endress+Hauser’s dedication to its customers extends far beyond manufacturing and R&D. Demands on customers for higher productivity in the process control industry isn’t changing. Today, customers are faced with an experienced workforce of operators and technicians retiring in coming years which means they will need to train their next generation of employees. Endress+Hauser’s customer training program recognizes this trend and has built multiple PTUs (Process Training Units) nationwide to address this complex problem.
To help customers keep up with today’s challenges, Endress+Hauser’s new, state-of-the-art Customer Center is suited to greet visitors with a top-notch certified training facility with multiple classrooms and its largest yet PTU controlled by Rockwell Automation’s PlantPAx system for real-world process simulation with over 120 measuring points.
Todd Lucey, Managing Director of Endress+Hauser Sales Center USA, believes that one of the keys to market success in the US is owed to heavy investments made in customer training – the new Customer Center being one of them. “Customers can send operators, maintenance personnel, engineers and other process people to our new Customer Center to get hands-on, real-world application expertise in a state-of-the-art customer training facility,” he said, adding: “Customers are increasingly faced with process and business issues and they can’t get this type of unique training anywhere else.”
Investments made in building the new facilities were to help stay ahead of increasing customer expectations. “5 to 10 years ago we had a handful of products at a typical customer plant site and the customer expected us to deliver high quality instruments,” said Lucey. “But today, the whole plant is full of Endress+Hauser instruments so expectations are considerably higher on us in terms of our capability to support them and help solve complex customer problems. Frankly, the more complex problems we solve, the more complex problems we get from our customers which is really the position we want to be in – and we look forward to that challenge.”
The Customer Center allows Endress+Hauser to provide additional, tailored service and support to its customers, for example with factory acceptance testing. Training, repair, and calibration are now stationed under one roof for faster, more accurate and efficient customer service and turnaround – with additional space for increased customer technical support with technicians available around-the-clock to answer customer questions, needs and concerns.
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