One Team
Interview with Sumitomo Electric
Sumitomo Electric’s fusion splicers showcase their true value not only through their advanced technologies but also through the company’s exceptional after-sales service & support. To provide repair services with the same high standards as in Japan, Sumitomo Electric offers technical training and support to overseas service & support centres and sales distributors. Here, we introduce the efforts and commitment behind this initiative.
Fusion splicers are critical precision devices that support communication networks. Ensuring they can be used safely and reliably anywhere and for extended periods requires a robust after-sales service system. Sumitomo Electric believes that building strong relationships with customers through repairs and regular maintenance not only stabilises the quality of customer operations and extends equipment lifespan but ultimately enhances customer satisfaction.
To this end, Sumitomo Electric has established a system that enables swift and precise repairs at local installation sites. Starting with 11 directly managed sales offices worldwide, the company operates service & support centres in over 100 locations across more than 80 countries, working in partnership with over 150 sales distributors. Sales distributors receive thorough technical training in repair operations to ensure high-quality service & support at any location.
Additionally, in Japan, Sumitomo Electric has set up a Customer Service Centre within its Shonan factory—a production hub for the company—to deliver accurate and prompt support to its customers.
The service & support carried out at Sumitomo Electric's Shonan facility can be broadly divided into two key activities: providing maintenance training to sales distributors and service & support centres, and supporting issues that cannot be resolved locally.
As part of its service & support, Sumitomo Electric invites sales distributors to Japan for direct, hands-on technical training. During these sessions, the focus extends beyond just teaching technical skills—it also emphasises instilling a sense of "responsibility for quality" and the "commitment to service" that underpin Sumitomo Electric’s fusion splicers. This thorough training ensures that service & support staff across all regions can provide repairs to the same high standards as those in Japan.
To support the long-term stable operation of fusion splicers, Sumitomo Electric recommends annual maintenance and encourages close communication between local service & support staff and customers. By stressing the importance of cleaning and routine care, the company helps minimise equipment downtime and contributes to stable operations.
Furthermore, feedback from the field is shared with headquarters to improve products and services. Through these efforts, Sumitomo Electric not only maintains high quality but also strengthens trust with its customers, fostering an environment where fusion splicers can be used safely and reliably over the long term.
At Sumitomo Electric’s Shonan factory, I serve as the primary contact for handling reports of fusion splicer malfunctions and errors from local sales distributors, drawing on my experience to provide effective solutions. Since the level of expertise varies among sales distributors, I tailor my advice to suit their specific needs, even for similar issues.
For critical incidents, I collaborate with relevant departments within the company and conduct detailed remote meetings to gather information directly from the field. The Shonan factory is home to specialized departments and experts in areas such as hardware, software, quality assurance, manufacturing, and sales, enabling swift and efficient responses.
To facilitate this, we prioritize close inter-departmental coordination and maintain strong communication among staff, creating an environment where consultations can occur smoothly. My goal is to remain a reliable and approachable point of contact for sales distributors, ensuring seamless support for service & support staff and the customers they serve.
To consistently maintain "Sumitomo Electric Quality" worldwide, it is essential to visualise and improve the technical skills of local staff. To achieve this, a sales distributor audit system has been introduced, focusing on standardising skill levels and elevating overall expertise.
The sharing of knowledge for addressing complex repairs and unique issues is actively encouraged as well. These efforts ensure that service locations across the globe can respond quickly and effectively, driving the improvement of consistent, high-quality service on a global scale.
It is incredibly enjoyable to engage in daily conversations with people from various countries through my work. The differences in culture, customs, and values make it essential to think carefully about how to communicate effectively when supporting our customers. When my advice or instructions help resolve an issue, and I receive words of gratitude, it brings me a great sense of fulfillment.
Moving forward, I will continue to utilise this global communication to dedicate myself to maintaining and improving the high quality of our services. My goal is to ensure that our valued customers can enjoy our products in their best condition for as long as possible.
Lead Coordinator, Global Service & Support, Mechanical Design Engineering Group, Mechatronics Products Department
