May 8, 2007 (Peabody, Mass.) -- For the seventh consecutive year, JEOL USA, Inc., a leader in the manufacture, sales, and service of electron microscopes and analytical instruments, has received the Omega NorthFace Scoreboard Award in recognition for its commitment to providing exemplary service and exceeding customer expectations.
“We at JEOL are proud of our continuous and measurable improvement over the years,” said Patrick McGinley, Director of Service. “Supplying excellent service requires a corporate-wide commitment to satisfying the customer’s needs.”
Extensive Customer Base
The company supports a customer base that includes the United States, Canada, and Mexico. JEOL USA’s field engineers completed scores of instrument installations this year, comprising of microscopes, MS and NMRs. “This past year has been especially rewarding as we are partnering even more closely with our customers for advanced facility design and applications support,” McGinley adds.
While there were many new installations at universities, hospitals, pharmaceutical companies, and manufacturing plants, the company supports a diverse and large customer base with 80-plus different models of scientific instruments, from Scanning Electron Microscopes to E-beam Lithography mask-making tools. New models of equipment are introduced each year, while older JEOL instruments remain in full operation and supported by JEOL. Some JEOL customers can boast more than 20 years of service from their current equipment.
JEOL USA provides its service engineers with the highest level of training in the industry. “This has been extremely successful in the development of a knowledgeable, accomplished, and motivated service team,” says McGinley. Service management personnel typically have extensive customer service experience gained through advancement in the JEOL service organization.
Significance of the Omega Northface Scoreboard Award
As the only award of its type determined by customer responses, the NorthFace ScoreBoard Award is the “Oscar” of the customer service industry. Through quarterly surveys of more than 150 JEOL customers -- selected randomly -- Omega Management Group computed JEOL USA’s customer satisfaction scores in the categories of technical support, field service, account management, and training. JEOL was rated on product reliability, service response time, call center assistance, and service expertise.
JEOL USA is one of only four companies nation-wide to receive the award for seven consecutive years. A total of 31 companies qualified for the national award this year. The awards will be formally presented at SCORE Conference 2007, June 11-13 at the Seaport Hotel, Boston.
The Omega Management Group Corp., with partner relationships both nationally and internationally, specializes in implementing customer satisfaction and retention programs. The Omega award is symbolized by an etching of Mount Everest, paralleling the “enormous effort required to conquer the world’s most difficult mountain with achieving World Class Customer Service.” Criteria include senior management’s commitment to exceeding customer expectations and a customer satisfaction program which identifies and corrects customer problems. For more information visit www.omegascoreboard.com.
JEOL USA Service Organization
JEOL USA headquarters and its national service support center are located in Peabody, Massachusetts. The service organization comprises some 200 personnel at fourteen JEOL USA service centers, including parts and repair depots. Service engineers are factory-trained for a specific product lines for expert uptime management and applications support.
2007 winners of the Omega NorthFace Scoreboard Award are:
- CYTYC Corporation (Marlborough, Mass.)
- Haemonetics Corporation (Braintree, Mass.)
- JEOL USA, Inc. (Peabody, Mass.)
- Kronos Incorporated (Chelmsford, Mass.)
- Data Direct Technologies (Morrisville, N.C.)
- GE Healthcare (Wauwatosa, Wis.)
- Micro Focus International, Ltd. (Rockville, Md.)
- Primavera Systems, Inc. (Bala Cynwyd, Penn.)
- RISO, Inc. (Danvers, Mass.)
- Waters Corporation (Milford, Mass.)
- ZOLL Medical Corporation (Chelmsford, Mass.)
- Alfa Wassermann, Inc. (West Caldwell, N.J.)
- Analog Devices (Wilmington, Mass.)
- Dionex Corporation (Sunnyvale, Calif.)
- Sony Electronics (Park Ridge, N.J.)
- Affymetrix, Inc. (Santa Clara, Calif.)
- Boston Scientific (Natick, Mass.)
- Carl Zeiss, Inc. (Thornwood, N.Y.)
- FLIR Systems, Inc. (Portland, Ore.)
- McKesson, Inc. (Atlanta, Ga.)
- Aleris Rolled Products (Louisville, Ky.)
- Bio-Lab (Lawrenceville, Ga.)
- EMC/Internosis (Hopkinton, Mass.)
- NetScout (Westford, Mass.)
- Quantum Corporation (Irvine, Calif.)
- Thermo Fisher Scientific (Waltham, Mass.)
- KVH Industries, Inc. (Middletown, R.I.)
- Siemens/DPC (Flanders, N.J.)
- Hologic (Bedford, N.J.)
- Terumo (Somerset, N.J.)