The ABC's of Outsourcing your Depot Repair Services
Outsourcing depot and repair services to Quest helps offload the logistical and financial stress of Original Equipment Manufacturers (OEMs) so they don’t have to hire their own service and repair team or build and maintain expensive service centers to house these efforts. Choosing to partner with a service provider like Quest gives OEMs the ability to transition service execution activities whether that means scheduled maintenance, routine calibration, or even a complete refurbishment.
Our commitment is to provide reliable and affordable repair and upgrade solutions that enable OEM’s to increase overall productivity while allowing our experts to handle routine and preventative maintenance of their devices.
What Sets Quest’s Depot Service apart?
Our highly trained experts are well-equipped to handle even the most sensitive products.
This is accomplished through Quest’s extensive Quality Management System (QMS) with long standing quality certifications in ISO 9001 (QMS Model for Quality Assurance In Design, Development, Production, Installation and Servicing), ISO 13485 (for Medical Devices) and ISO 14001 (environmental protection).
Quest’s facilities are ANSI.ESD S20.20 certified to ensure devices are protected from electrostatic discharge during the repair cycle which can damage devices causing future failures.
Each certification demonstrates Quest’s commitment to ensuring our clients receive cost effective, quality repairs and optimize device longevity.
Take a deeper look into a few of the different depot services that our clients have access to when working with our team.
Screening and Testing
Quest utilizes a specific code system when Return Merchandise Authorization (RMA) numbers are generated for devices sent by clients for depot service. Each device is classified into which depot service flow the (RMA) needs to undergo.
When received at the depot, all devices undergo comprehensive screening and testing to confirm the reported failure mode using a variety of calibrated Quest and OEM supplied test equipment. Using OEM supplied test equipment is the key to making sure our technicians comply with each OEM’s required standards during diagnosis, repair and final calibration/verification.
Calibration and Preventative Maintenance
Quest offers these services as a subset of our depot repair services to help our clients keep their equipment fully OEM compliant and provide the confidence that devices are ready and accurate when they are needed. We understand that product failure can mean life or death, especially with healthcare devices.
Calibration and Preventative Maintenance (PM) services are available for devices that have undergone repair as well as devices that only require routine maintenance (not needing repairs).
Devices have specific calibration cycles scheduled per OEM requirements to keep devices compliant, Quest’s depot helps to keep customers compliant.
PM services typically consist of scheduled intervals where Quest follows OEM requirements for replacing consumable items within the device and then re-calibration is performed to ensure the device is OEM compliant.
Quest understands that calibration and PM services are an important function that brings a high level of safety to our OEM service offerings.
Rework and Upgrade
Quest’s expertise is in helping OEM’s reduce service costs and improving productivity, including the service of legacy and end-of-life products. Quest works as a partner to maximize system uptime and sustainability and provide valuable feedback to our clients regarding trends that might be found during the service cycle which may mitigate future issues.
Our ability to diagnose, rework, and/or install OEM provided service upgrades and Engineering Change Notices (ECN) where needed provides a practical and cost effective solution for keeping devices up to date on behalf of OEM’s.
With Quest’s OEM service expertise both new and legacy devices can continue running for their expected lifecycle and beyond.
Repair Services
Our best-in-class repair and refurbishment services include:
Product Life Cycle Management
Our services are not limited to single repairs or upgrades. The infrastructure, experience, and resources developed for each client allows Quest to effectively partner with OEMs and support their product lines throughout their lifecycle.
We support OEMs and their devices as an extension of their organization with warranty support, preventative maintenance and repair as well as end-of-life (EOL) or legacy service. Working with our depot services is a cost-effective alternative to resource-consuming programs.
Supply Chain Logistics
Our supply chain logistics team and processes assist the depot service by supporting each step of the process to ensure part and packaging availability so designated repair turnaround times can be met on behalf of our customers. Our supply chain efforts include:
Quest has the flexibility to support logistical operations affiliated with depot repair programs for our OEM clients.
How can OEMs use outsourced depot repair services?
Typically, our clients use our depot repair services in a variety of ways:
Our certified and expertly-trained OEM technicians perform repairs and service devices in our accredited and environmentally controlled facilities. Quality Management System governs the depot service ensuring the highest level of traceability. Every part, technician, process and repair is tracked in our ERP system or at the client’s request, data can be entered into our client’s Service Management data base. This proven methodology provides our clients with complete transparency into all stages of a device’s journey.
At Quest, our client onboarding process ensures we are fully certified and understand how to service and repair each device to OEM specifications. Part of this process can be done through our Master Trainer program where our Master Trainers are certified by the OEM’s team on the proper way to service and repair each device.
Our Master Trainers then disseminate that knowledge throughout the service teams at any of our global sites to ensure both depot and field service technicians understand the requirements without imposing additional time commitments from our OEM client teams.
Quest is a clear choice for all repair requirements ranging from basic repairs and tests to complete refurbishment.
Depot Service Certifications
Quest’s training and certifications bring the highest quality and innovative solutions to our clients. Partnering with Quest helps reduce costs while delivering quality depot services and providing the peace of mind that the job is done to your standard of excellence.
We are committed to providing the highest quality service for our customers. Because of this, we have made the commitment to continuous improvement, through education, training, teamwork, and innovation.
This is demonstrated by Quest’s commitment to obtaining and maintaining quality certifications which provide the most value to our customers. These certifications include:
Partnering with Quest ensures your devices are receiving top-of-the-line quality services.
Additional Service Offerings
Quest also has the capability to provide installations, on-site training, preventive maintenance, and corrective repairs in the field. Learn more here about how our field service capabilities can also supplement your needs.
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