Ipsen USA has launched its Service HUB model, marking a significant shift in how the company delivers customer service and support across the United States.
In the last two years, Ipsen has brought the HUB service model from concept to reality under the direction of Ipsen Global CEO Geoffrey Somary. Currently being led by chief service officer John Dykstra, Ipsen’s HUBs now provide services across a large portion of the Midwest and Southeastern United States, addressing areas that have a high density of Ipsen customers.
These regional service centers help ensure quicker response times, dedicated support teams, and thorough knowledge of each customer’s facility. By grouping customers in close geographic proximity, Ipsen can offer more efficient service tailored to their specific needs, reducing downtime, and optimizing performance for heat-treating operations.
The shift to the HUB model reflects Ipsen’s commitment to continuously improving customer experience while enhancing the quality of life for its field service engineers (FSEs). With reduced travel time, FSEs are able to spend more time at home, contributing to better work-life balance while still providing high-quality, responsive service.
Lu Chouraki, manager of business development, is leading the implementation of the HUBs. “Our goal is for the HUBs to tackle the immediate needs of our customers, eliminating long response times for operators experiencing outages,” Chouraki said.
Ipsen’s HUBs are now fully operational in four key regions, with plans to expand even further in the coming years. This transformation is part of Ipsen’s broader vision for service excellence, combining regional expertise with a personal touch that benefits customers and empowers the Ipsen team.
Additionally, to support the rollout of the HUB model, Ipsen has introduced the Ipsen Technical Development Center (TDC), 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 FSEs, including the launch of the Field Service Engineer Academy, a specialized program that equips both new and current technicians with the skills needed to thrive in the HUB model.
With more HUBs planned through 2025 and beyond, Ipsen aims to redefine customer support in the heat-treating industry, providing localized, expert service to meet the evolving demands of its customers.
MORE INFO www.ipsenglobal.com/hub
