OEM Product Life Cycle Support

At its most basic level, the product life cycle acts in accordance with the following pattern:

Concept
Design
Development
Testing
Support
Maintenance
Legacy Product

Quest is equipped to support Original Equipment Manufacturers (OEMs) throughout each phase of the product life cycle as it relates to product serviceability.

Concept and Design

During the concept and design phases of a product, Quest believes in the importance of thinking long-term and designing for serviceability. Thinking ahead about service part availability inevitably leads to:

Increased product usage/uptime
Extended product lifespan
Enhanced customer support
Ease of product repair and service

Read on for more information on why designing for serviceability is important in launching a successful product.

Development, Testing, Support, and Maintenance

At Quest, we have the capacity to support an OEM’s products after development and in the field. Our scalable pool of accredited facilities and resources offload day-to-day tasks for the OEM so they can focus on other priorities such as innovation, revenue generation, and customer care.

We support OEMs through the following services:

Quest offers temperature & humidity controlled depot repair centers and warehouses where this may be critical for device calibration or controlled storage requirements.

This capability allows for screening, testing, repair and calibration of devices within a climate controlled environment, ensuring the device is within specification at the completion of the service cycle.

Additionally, spare parts, loaner, exchange and demo systems requiring a climate controlled storage facility can be warehoused and managed under climate controlled conditions ensuring that devices are never exposed to temperature and humidity changes that may put them out of compliance with their specifications prior to shipment.

Our unparalleled customer care support teams assist quickly with everything from;
    •   onsite scheduling with end users
    •   field service dispatch requests
    •   IT connectivity and application performance monitoring
    •   Digital S.O.S. solutions
    •   remote merged reality training and support for real time visual guidance
Quest provides rapid deployment of onsite field services - both virtual and in-person, to perform preventative maintenance (PM), corrective maintenance (CM), upgrades, installations, clinical training, and recall & field corrective action services.
Supply Chain Logistics - Quest aids its OEM partners with reverse and forward logistics & warehousing as well as fulfillment of spare parts orders and finished goods device shipping.

Legacy Device Support

A challenge many OEMs experience is supporting devices entering their legacy phase. Devices in this stage are no longer actively promoted, however these devices may be under a service obligation from the OEM.

We provide service solutions so legacy devices can remain supported during their phase out period, prior to the introduction of the next generation device.

At Quest, we do more than simply service your device. Read on to learn how partnering with our team can positively impact your NPS score.

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