Strengthen Your After-Sales Operations in Japan
Expand your service capabilities without building every function in-house. COVUE provides after-sales services for medical, dental and laboratory equipment, including customer care, technical support, licensed repair and on-site maintenance. Other technical devices may be considered following a service review.
More Than 10 Years
After-sales service experience
Licensed in Japan
Medical device repair license
ISO 9001:2015
Quality management certification
Medical Device Origins
Roots in Bayer Corporation
When Your Service Team Needs More Support
Maintaining reliable after-sales support for technical equipment requires experienced people, established procedures and the flexibility to respond as service demands change. Growing equipment portfolios, increasing maintenance requirements or limited engineering resources can put pressure on even well-established operations.
Whether you’re facing repair backlogs, equipment sent overseas for repair or unanswered customer inquiries, COVUE can help strengthen your existing service capabilities.
We support Japanese and international manufacturers, importers, distributors and other businesses responsible for equipment support. Our teams can manage specific service functions or work alongside your existing operation, following your procedures and service standards.
We can help you cover:
Discover the details of our capabilities below.
Customer Care
When customers report equipment faults, ask about warranties or need to schedule repairs, they expect a clear response and a reliable next step. Managing these inquiries internally can put pressure on technical and commercial teams, particularly across multiple products or customer locations.
COVUE provides Japanese-language customer care services under your brand. Our team acts as a local point of contact for customers, dealers and distributors. We manage inquiries according to your procedures, with each case recorded and directed toward the appropriate next step.
Our customer care services include:
- Customer inquiry management – Handling inbound calls, emails and service-related questions, including product information and warranty inquiries.
- Repair and maintenance coordination – Receiving fault reports, arranging repair requests and supporting inspection or maintenance scheduling.
- Case management and escalation – Recording customer details, equipment information and reported issues. Technical cases or potential safety concerns are directed to the appropriate teams.
- Customer follow-up and reporting – Coordinating with customers and distributors, tracking service cases and reporting on inquiry volumes and recurring issues.
Unlike a general answering service, COVUE’s customer care operations can connect with technical support, depot repair and field service. This supports a coordinated customer experience and allows engineers and sales staff to focus on their primary responsibilities.
Technical Support Centre (TAC)
Not every equipment issue requires a repair or an engineer visit. Early troubleshooting can reduce unnecessary service activity and help customers return to normal operations with less disruption.
COVUE’s Technical Support Centre (TAC) provides device-specific troubleshooting for supported medical, dental and laboratory equipment in Japan. Our device-trained specialists investigate reported issues, guide troubleshooting and recommend next steps to customers, distributors and service engineers.
Working with your product documentation and manufacturer-approved procedures, our technical support services include:
- Technical troubleshooting and diagnosis – Assessing reported faults, equipment errors and performance issues to identify potential causes.
- Remote technical assistance – Guiding customers and service personnel through troubleshooting procedures by phone, email or approved remote tools.
- Repair and service coordination – Identifying when depot repair, an on-site service visit or escalation to the manufacturer’s technical team is needed.
- Technical case documentation – Recording troubleshooting activities, outcomes and recurring problems to support future service and quality reviews.
Our Technical Support Centre can operate as an extension of your existing technical department. It provides additional technical support capacity without requiring your team to handle every inquiry internally.
Depot Repair
As equipment portfolios expand, service teams may face repair backlogs, limited engineering capacity or gaps in their existing processes. Maintaining an efficient repair operation requires more than technical expertise. Whether you have an in-house repair center or need new capabilities in Japan, specialist support can help address these demands.
COVUE provides depot repair services in Japan, handling the intake, diagnosis, repair, quality checks and return of eligible medical, dental and other technical equipment. We work alongside existing service teams or manage an agreed repair process on your behalf. All activities follow your technical procedures and quality requirements.
Our depot repair services include:
- Equipment intake and fault diagnosis – Receiving equipment, assessing its condition and identifying reported faults.
- Repair estimates and authorization – Preparing repair assessments and coordinating approvals according to your warranty and service procedures.
- Technical repair and quality checks – Performing authorized repairs, replacing components and conducting functional checks before equipment is returned.
- Repair documentation and related support – Maintaining traceable service records and coordinating spare parts. Replacement equipment or loaner units can also be arranged where included in the service agreement.
COVUE holds a medical device repair license in Japan covering a broad range of equipment categories, including dental equipment, diagnostic imaging systems, physiological monitoring systems and laboratory testing equipment. We assess repair eligibility against the applicable licensed categories, authorized site and technical requirements of each device.
For equipment that can be repaired locally, COVUE provides an alternative to sending devices overseas for service. Where needed, our depot repair team can also work with customer care and technical support to manage the process from the initial fault report through repair and return.
Field Service, Installation and Preventive Maintenance
Equipment installation, regular maintenance and on-site repairs depend on access to qualified engineers. As the installed equipment base grows, managing service requirements across different locations can place increasing demands on technical teams.
COVUE provides field service and on-site maintenance support for medical, dental and laboratory equipment in Japan. Our engineers work according to manufacturer-approved procedures, supporting equipment throughout its operational lifecycle.
Our field service capabilities include:
- Equipment installation and setup – Coordinating installation, performing initial equipment checks and supporting equipment handover.
- Preventive maintenance and scheduled inspections – Carrying out periodic equipment checks and maintenance activities according to approved service schedules.
- On-site technical diagnosis and repair – Investigating equipment faults, performing authorized repairs and replacing components when required.
- Service coordination and reporting – Scheduling service visits, coordinating with customer facilities and documenting completed work, findings and recommended follow-up actions.
Preventive maintenance can help identify developing equipment issues before they result in more significant failures. Structured inspection programs also provide service teams with clearer records of equipment condition and maintenance history across the installed equipment base.
COVUE offers flexible field service arrangements based on equipment requirements, customer locations and available technical resources. This can include scheduled engineering visits and, where appropriate, service operations established within client facilities.
Inside Sales and Service Contract Renewals
Without consistent follow-up, maintenance agreements may expire unnoticed. Equipment owners may also be unaware of the service coverage available to them.
COVUE provides Japanese-language inside sales services focused on existing customers, service contract renewals and ongoing maintenance programs. Working with your installed-base data and approved commercial terms, our team manages structured customer outreach under your brand.
Our inside sales services include:
- Service contract renewals – Contacting customers ahead of contract expiration to discuss renewal options and maintain continuity of coverage.
- New service contract outreach – Following up with customers after equipment installation to introduce relevant maintenance and support agreements.
- Customer reactivation – Reconnecting with customers whose service agreements have expired or whose equipment is no longer covered.
- Contract management and reporting – Recording customer interactions, tracking renewal activity and providing visibility into service coverage and commercial opportunities.
Our inside sales activities are tailored to your equipment portfolio, customer relationships and service offerings. These activities can also connect with customer care and field service, helping your team identify relevant service needs and coordinate follow-up.
Industrial Safety Deployment
Planned maintenance and shutdown projects at petrochemical, chemical and other industrial facilities with strict safety requirements can involve equipment inspections, on-site safety equipment management and personnel coordination. Managing these activities alongside regular site operations can place additional demands on internal teams.
COVUE’s industrial safety team supports these projects in Japan by managing defined on-site safety operations in accordance with the facility’s equipment requirements, site procedures and project schedule.
Our industrial safety services include:
- Safety project planning and deployment – Coordinating trained personnel and operational resources for scheduled maintenance and shutdown projects.
- On-site safety shop operations – Establishing and managing temporary safety equipment stations, including equipment issuance, checking and return.
- Gas detection equipment inspection – Supporting gas detector inspections and managing related safety equipment according to agreed procedures.
- Operational coordination and documentation – Managing project activities, equipment records and reporting requirements throughout the deployment period.
Each deployment is planned around the facility’s requirements, project duration and agreed service scope. This helps clients maintain consistent safety equipment management during scheduled industrial maintenance activities.
How Our Services Work Together
You may already have a capable service team but need additional support for technical troubleshooting, repair or maintenance. Alternatively, you may need several functions to work together more closely as service demands grow.
COVUE can manage individual after-sales functions or connect selected services alongside your existing operations. For example, a reported equipment fault may move from customer care to technical assessment, then to depot repair or an on-site visit when needed. The teams involved share case information and follow your established service procedures.
This flexibility allows you to strengthen the areas that need attention without replacing the parts of your service operation that already work well.
Why COVUE
Choosing an after-sales partner means trusting another team with your equipment, service standards and customers. COVUE combines technical service experience with licensed capabilities and support designed around your existing operations.
- Technical Service Experience Since 2013
With origins in Bayer Corporation’s medical device operations, COVUE brings more than a decade of hands-on after-sales experience and a practical understanding of equipment servicing requirements. - Licensed Repair and Quality Management
COVUE holds medical device repair authorization covering 17 of Japan’s 18 repair categories at its licensed Amagasaki facility. Our operations are also supported by ISO 9001:2015 quality management certification. - Specialist Support, Your Standards
A named lead manages communication and service handoffs, supported by specialists trained on your equipment. We follow your procedures and can operate under your brand, while you retain control of customer relationships. - Flexible, Connected Services
Whether you need additional support for one function or several, COVUE can work alongside your existing team. Our services can operate independently or connect through coordinated processes and reporting.
Proven Through Experience
In one dental manufacturer project, COVUE helped reduce average repair turnaround from one to two months to approximately three days.
What Our Clients Say
Hear from clients who have worked with COVUE across technical and regulated service operations.
How We Work With You
Adding an external service team should not mean giving up control of the way your equipment is supported. We start by understanding your products and existing procedures, then define the service tasks, training needs and reporting arrangements before work begins.
Review Your Requirements
First, we look at your product families, existing service setup and current challenges. We then assess the expected workload and practical requirements to determine whether COVUE is a suitable fit.
Define the Service Scope
Together, we establish what COVUE will handle, what remains with your team and when issues need escalation. The scope also covers service standards, approval points and reporting requirements.
Prepare and Train
Relevant team members are trained using your approved product documentation and procedures. We prepare the systems, handoffs and any equipment or site arrangements required for the service.
Begin Service Operations
Once preparation and approvals are complete, COVUE starts delivering the defined service. A named lead manages communication and escalations with your team and other parties where applicable.
Review and Improve
We review service activity against defined performance measures, identify recurring issues and discuss improvements with you. The scope can be adjusted as your equipment portfolio or operational needs change.
Frequently Asked Questions
After-Sales Insights & Resources
Explore practical guidance on after-sales operations in Japan, including technical service structures, maintenance responsibilities and real examples of how manufacturers have improved their support processes.
Strengthen Your After-Sales Capabilities
Whether you need support for a single technical function or are considering changes to a broader service operation, COVUE can help you assess an arrangement suited to your equipment and business requirements.