Endress+Hauser unveiled a new 80,000-square-foot, state-of-the-art Customer Center in Greenwood, Indiana. The company says this $16 million investment in infrastructure helps to optimize customer support and further underscores its commitment to the U.S. market and its customers in the Americas.
“We want to be close to our customers providing the best possible support,” says Matthias Altendorf, CEO of the Endress+Hauser Group. “Our investments reflect both our commitment to customers in the process industry and our promise to sustainably generate outstanding value for them.”
In the last five years, Endress+Hauser will have invested about $150 million into its U.S. 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 beyond manufacturing and R&D. Customers are faced with an experienced workforce of operators and technicians retiring in the 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 problem.
The new CustomerCenter features a dedicated, certified training facility with multiple classrooms and its largest PTU controlled by Rockwell Automation’s PlantPAx system for real-world process simulation with more than 120 measuring points.
“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,” said Todd Lucey, managing director of Endress+Hauser Sales Center USA. “Customers are increasingly faced with process and business issues, and they can’t get this type of unique training anywhere else.
“Five 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 CustomerCenter 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 and technicians available around-the-clock to answer customer questions, needs and concerns.