In healthcare, service is about far more than repairing equipment. Behind every service visit is a structured approach built on expertise, standardized processes and continuous training – all with one goal: helping hospitals keep their equipment safe, reliable and available.
Marco Bissoli, Service Director at Getinge Italy, explains how these principles shape the way his team supports customers every day.
“Service is involved from the very beginning, starting with the installation of the equipment,” explains Bissoli. “Nothing is left to improvisation: every installation and scheduled preventive maintenance activity follows detailed checklists defined and continuously updated by the manufacturer, including precise inspections, measurements and verification procedures.”
These phases are especially critical for complex systems such as sterilization equipment, where proper installation has a decisive impact on future performance. “Parameters such as water quality and the condition of utility connections must comply with very strict standards. A significant part of the equipment’s long-term reliability is determined at this stage.”
Organized to deliver consistency
A structured organization underpins the service function, ensuring alignment and standardization across all activities. Service engineers – the key point of contact for customers – work according to clear guidelines that define both what needs to be done and how it should be done.
“We have invested heavily in defining the roles and responsibilities of every function within the organization,” says Bissoli. “From job descriptions to operational processes, everything has been reviewed to ensure greater clarity and consistency.”
Alongside technical expertise, interpersonal skills play an equally important role. “Part of our work is purely technical, involving direct intervention on the equipment. But there is also a relational aspect: communicating with customers, explaining procedures, building engagement and providing support. For us, these two dimensions are equally important.”
Training and expertise: The real value of service
Training is the cornerstone of the model. Every service engineer must possess up-to-date technical expertise, not only to work on the equipment but also to operate safely and in full compliance with shared standards.
The value of our service engineers is built on three pillars: training, dedicated tools and continuous mentoring. It is not enough to know how to perform a repair; it must be carried out correctly, safely and effectively, using the right tools and validated procedures.
Marco Bissoli, Service Director at Getinge Italy
One practical example concerns the materials used during maintenance. “Generic products cannot be used. For an operating table, for instance, we use original lubricants specifically designed for each component. Getinge’s quality policy requires the exclusive use of genuine spare parts, avoiding equivalent or compatible components. This level of attention to detail makes a real difference.”
Training does not end after onboarding. It is continuous and structured, including technical forums, field monitoring and regular competency assessments to ensure that everyone works according to the same standards and maintains the mandatory certifications for each product category.
Operational standards and quality control
To ensure consistent service throughout the country, the service department has introduced rigorous processes and detailed control tools. Operational checklists are a key element.
“Our checklists are highly detailed and mandatory,” explains Bissoli. “Unlike more generic approaches, they include specific inspections based on an in-depth understanding of the equipment.”
This approach helps prevent issues and ensures effective interventions over the long term. “Our goal is not simply to repair a fault, but to ensure that the equipment continues to operate reliably and remains updated with the latest software version released by the manufacturer.”
Spare parts and inventory management are also integral to the system. Every service engineer carries a standard kit to enable rapid interventions, while more complex components are centrally managed to optimize availability and costs.
Safety and impact on patient care
In healthcare, service quality has a direct impact on safety. “Many of our devices are mission-critical. Some provide life support, while others, such as sterilization systems, are essential to ensuring the continuity of hospital operations,” Bissoli points out.
Equipment failure can have significant consequences. “If a sterilizer stops working and no alternative is available, a surgical procedure may have to be postponed. This illustrates just how critical our work is.”
For this reason, the objective is to maximize equipment reliability and operational uptime through advanced expertise and standardized processes.
Service that makes the difference
The value of service extends far beyond technical intervention – it becomes a complete customer experience.
Service is not just maintenance; it is also about explaining, supporting and becoming a trusted partner.
Marco Bissoli, Service Director at Getinge Italy
This approach strengthens customer trust and positions service as a strategic differentiator. “Customers should recognize the difference not only in the quality of the intervention, but also in the overall value of the service and in the professionalism and reliability of the engineer representing our company.”
In an industry where equipment safety can determine the success or failure of a medical procedure, technical expertise and strict adherence to standards are indispensable.
These principles form the foundation of Getinge's approach to service – combining technical expertise, standardized processes and a strong customer focus to support hospitals every day.