Choosing the right Service Partner – A conversation with service expert Christopher Becker
Medical technology must be reliable – every day, in every situation. From diagnostic devices to complex life-sustaining systems, fully functioning equipment is essential for safe patient care, efficient hospital operations, and the protection of clinical staff.
To better understand what hospitals should look for when choosing a service provider, we spoke with Christopher Becker, Area Service Manager at Getinge, about preventive maintenance, service contracts, and the human factor behind reliable service.
Understanding hospital realities
Healthcare systems across many countries are undergoing structural change. Hospitals are being consolidated, expanded, or newly built – often accompanied by major updates or replacements of medical equipment. For biomedical and operations teams, this means additional workload in an already demanding environment. “When equipment fails unexpectedly, clinical workflows are immediately affected,” Becker explains. “In the operating room especially, unplanned downtime can quickly translate into additional costs, scheduling disruptions, and risks to patient safety.”
For Becker, this is where service goes beyond repairs. “As a service partner, we see our role as supporting hospitals in their changing operational environment – by advising on maintenance strategies, coordinating with all relevant stakeholders, and helping customers understand the total cost of ownership of their equipment.”
Why preventive maintenance matters
Preventive maintenance plays a critical role in ensuring both the safety and longevity of medical equipment. Planned maintenance activities help identify wear and potential failures early – before they lead to breakdowns or safety risks.
By maintaining equipment according to defined standards, hospitals can reduce unexpected downtime, extend the usable life of devices, and ensure systems continue to operate within validated safety parameters. Over time, this improves operational reliability and protects investments.
In addition to preventive maintenance, predictive maintenance approaches are gaining importance. Supported by sensors and software-based monitoring, predictive maintenance allows potential issues to be identified based on device condition and usage data – often before a failure occurs. This helps minimize unplanned repairs, optimize maintenance intervals, and further increase equipment availability.
What to consider in a service contract
Service contracts typically combine corrective and preventive maintenance elements. Depending on the equipment and operational needs, they may also include inspections, software updates, safety checks, modernization measures, and remote monitoring services. “With increasing device connectivity, remote services and digital monitoring have become an important part of maintenance strategies,” Becker says. “They allow service teams to detect issues earlier and respond faster – sometimes even before users notice a problem.”
At Getinge, customers are supported from the very beginning of their maintenance planning. “We offer different contract models – from basic to premium – so hospitals can choose the level of service that fits their needs,” Becker explains. “And if it becomes clear that replacing a device is more economical than maintaining it, we will say so. Our goal is not to sell contracts, but to support sustainable decisions.”
A key aspect is considering total cost of ownership (TCO) early on. “To achieve real cost transparency, you need to look beyond the purchase price,” Becker adds. “Maintenance, updates, and modernization over the full lifecycle must be included. As the original manufacturer, we can provide reliable insight into these long-term costs.”
OEM expertise and the human factor
Choosing the original equipment manufacturer as a service provider offers clear advantages. As the developer of the equipment, the OEM has in-depth product knowledge, access to original spare parts, and validated maintenance processes. This contributes directly to repair quality, device safety, and long-term performance.
At the same time, service is not only about technology. “Reliable service is also built on trust,” Becker emphasizes. “Having dedicated service technicians who know the hospital environment and the installed equipment makes a real difference.” Long-term relationships between technicians and hospital teams allow faster response, better understanding of local requirements, and more effective problem-solving. “In a sensitive environment like healthcare, trust in the people behind the service is essential,” Becker says.
Conclusion
A service contract for medical equipment is more than a safety net – it is a strategic tool to reduce downtime, support patient safety, and protect long-term investments. Preventive maintenance, in particular, plays a central role in extending equipment lifespan, ensuring compliance, and stabilizing hospital operations.
The right service partner supports hospitals not only with technical expertise, but also with transparent planning, reliable availability, and a deep understanding of how hospitals work – every day, when it matters most.
At Getinge, we believe it is important to support our customers with their maintenance planning right from the start.
Christoph Becker, Area Service Manager, Getinge