In 2010, the service business process was reformed, and coordinators were appointed in the Electrical Equipment Department (hereinafter referred to as “Electrical Equipment”) and the Analysis Equipment Department (hereinafter referred to as “Analysis Equipment”) to optimize the maintenance menu, promote proposal-based work, and support engineers.
In 2014, a coordinator group (CG) was established in both departments and the organization was formalized. At the time of its establishment, the (electrical) group had 6 members and the (Analysis) group had 2 members.
In 2021, the CG of each department became an organization under the division, and each began to operate as the CG of the Nanotechnology Service division (hereinafter referred to as "Nanosa") and the Analytical Service division. We have also started to handle contract projects for products from the Fuji Oyama Factory, which were transferred from Hitachi High-Tech Science to (NanoSa) in 2020.
In 2023, the Core Technology Service Headquarters (hereinafter referred to as “CTSa”) was newly established, and the Analysis Equipment Department (hereinafter referred to as “Analysis”) and the BT Department (hereinafter referred to as “BT”) were transferred to the same headquarters, and at the same time, the Coordinator Group (hereinafter referred to as “CT-CG”) was established with the CTSa.
In FY2024, the Customer Success Dept. (hereinafter referred to as “CT-CS”) was newly established with 12 members, including those who also hold concurrent positions, with the aim of reducing the burden on service engineers and creating business opportunities by reviewing indirect work and standardizing work, and promoting work sharing through work sharing by service engineers, as well as responding to the changes in the core system implemented in FY2024. (CTSa) CG was made a (CTSa) member, and a new administrator group was established.

Since the establishment of CG for (BT) (Analysis), we have been responding to measures and issues created in each department.

Preventative maintenance activities are essential for maintaining the quality of customer equipment and are a key source of revenue, so there has been a demand for maintenance menus that take into account customer needs and equipment operation plans. CG is developing new maintenance menus that match the policies of the (BT) (Analysis) department, examining and proposing revisions to fees, creating pamphlets for proposals, and developing support activities such as proposal activities that match equipment operation status.
In addition, as requests from customers for reducing the cost of introducing and maintaining equipment and for streamlining asset and contract management have increased, we have also been working on developing maintenance plans in collaboration with leasing companies.

Brochure for the proposal we created

We are upgrading the PCs used for operation as our main solutions for (BT) (Analysis). In the field of CG, we are supporting sales expansion by increasing efficiency through specialized support. In addition, as support for the sale of reused and refurbished products, we have been collecting information on the disposal of equipment from customers and leasing companies, and have been providing information to each department by purchasing and maintaining target products and examining prices.
Regarding commercial products, we have been working on verifying mounting products used when moving products and selecting BCP solutions such as uninterruptible power supplies.

As Hitachi High-Tech products are being rolled out worldwide and the number of units shipped overseas increases, the volume of work related to overseas operations is also increasing. In order to comply with regulations such as catch-all restrictions, which are becoming stricter every year, we are working to ensure legal compliance by using CG to handle things like transaction screening. We have also been acting as a point of contact for overseas commercial products with manufacturing companies and providing support for domestic support.s

In the future, maintenance activities will need to respond to increasingly diverse customer needs, including those who only want to maintain the operation of their equipment, those who want to make the most of their equipment's performance, and those who want to solve issues in their equipment operation. In addition, there will be a need for solution businesses, convenience, and compliance with increasingly strict and complex laws and regulations, as well as actions in accordance with business procedures.
(CT-CS) will promote work sharing and reduce the workload of service engineers by standardizing operations and compiling support measures required for these maintenance activities.