Quest International

Quest International - Post-sales service support partner for OEMs

Quest supports medical device manufacturers by providing services including:

– Depot Repair and Refurbishment – Quest’s world-class depot repair infrastructure can assist your business by augmenting or outsourcing product repair services on your essential medical device capital equipment
– Field Services – Leverage Quest’s strategic global resources for on-site service of critical medical devices, lab equipment, or other healthcare products.
– Clinical Training – From assembly to installation and the training of end-users, Quest has the people and processes to manage the end-to-end process for healthcare-related products.
– Recall & Field Corrective Action Services – Whether mandated or voluntary, Quest brings a fit-for-purpose approach to recall management and field corrective action services with a predictable cost model.
– Forward & Reverse Logistics – From product recalls to returns to fulfillment logistics — Quest can manage every stage in the healthcare product supply chain, forward or reverse.

With nearly 40 years of experience in the healthcare industry, Quest International has the quality systems, tools, knowledge, and footprint to provide end to end product support for medical device manufacturers worldwide. From on-site proactive/reactive support, global depot facilities, and logistics operations and warehouses to efficiently store and transfer products to and from customer sites, to installation and clinical training (or even a product recall) on the device itself — Quest has the skill set and the capacity to manage your product’s lifecycle:

Medical Devices (Class I, II, III):

Cardiology
Critical Care
Dental
Diagnostic Imaging
In-Vitro Devices
Ophthalmic
Orthopedic Devices
Respirators / Ventilators
Surgical Devices
Infusion Pumps
Telemetry / Patient Monitoring

Laboratory Equipment:

Cell Separation
Chemistry Systems
Chromatography
Cryogenic Systems
Hematology Analyzers
Histology
Immunology
Lab Automation
Lab Storage & Dispensing
Lab Water Systems
Molecular Diagnostic
Pathology Systems
Urinalysis

Quest’s philosophy is to provide fit-for-purpose solutions that meet client’s current and future business needs. By utilizing these flexible service solutions, companies can leverage Quest’s resources as their own, scaling up or down to meet unpredictable or fluctuating market demands. Our proactive approach and agility allows us to move quickly and is crucial in delivering customized solutions, providing end-to-end value and a competitive advantage for our clients.

Quest’s project methodology includes identifying and leveraging best practices along with our in-depth systems engineering and technology expertise to ensure budget targets are achieved while ensuring on-time delivery of services. By working closely with our customers to review market trends, develop new or enhanced services, and understanding market competitiveness, Quest enables our clients to provide best-in-class services resulting in high customer satisfaction.

With global coverage and scalable resources, Quest has end-to-end capabilities to augment the service and operations arm of medical device manufacturers to reduce operating expenses, scale efficiently, and enhance the customer experience. Quest works together with clients on collaborative solutions that benefit the entire value chain to maximize resources, streamline operations, and boost business performance. Our goal is to help clients achieve optimal supply chain efficiency, exceed customer expectations, and remain at the forefront of technology, reliability, and quality. Quest is ISO 9001:2015, 13485:2016, 14001:2015 and ANSI/ESD S20.20-2014 registered.

CONTACT US:

Quest International
60-65 Parker
Irvine, CA
USA

https://www.questinc.com/contact

PHONE: (800) 231-6777
WEBSITE: www.questinc.com/oemservices/industry-healthcare

Videos

Quest International Corporate Video

Products & services

Depot Services

As an industry leader in the repair and maintenance of critical Healthcare products – Quest International offers world-class ISO accredited infrastructure to support the most sophisticated level of product repairs for your (Class I, II, III) Healthcare devices. Quest's team of service technicians have the experience, knowledge, and skillset to repair or otherwise service your products within the various stages of its lifecycle from New Product Introductions (NPI) to legacy healthcare devices. Whether your device repair process requires decontamination, preventative maintenance, calibration, or complete refurbishment, Quest can complete the necessary services, document the process to Good Document Practice (GDP) compliance, and ship products back customers. Quest provides a seamless end to end white-labeled repair experience on behalf of medical device manufacturers.

Field Services

Quest specializes in corrective and preventative maintenance field service programs on a wide range of healthcare products — as well as rolling out installation, integration, product upgrades, and clinical training for Healthcare Original Equipment Manufacturers (OEM) worldwide. The process starts with a product training performed in conjunction with our Healthcare OEM partners, once training and certification is complete field service technicians become extended resources for Healthcare OEMs, further extending capacity and reach to support deployed systems and customers. Quest creates comprehensive on-site service solutions that help our customers manage staffing and equipment expenditures. Our approach to medical device field service is to provide strategically located, experienced field service engineers to decrease response time, thereby shortening equipment downtime — a must for patients relying on these critical devices. Quest also offers the convenience of working with a single service provider, with the scalability and flexibility to ensure all of your service needs are being met consistently. From invasive surgical devices to laboratory diagnostics — Quest can promptly arrive on-site to provide this critical service.

Logistics – Quest

Managing medical device returns efficiently allows you to recapture value or reduce write-offs while keeping your customers happy. Quest International will help you design, plan, and implement a supply chain program that supports your profit goals and provides you the maximum value for your assets. With rigorous adherence to ISO 13485, Quest offers best-in-class logistical solutions for medical device manufacturers and their customers worldwide.

Recall & Field Corrective Action Services

Medical devices are engineered and manufactured with the highest level of precision and quality to ensure they perform reliably — but nothing is full-proof. Only in a real-world setting can devices be put to the test, demonstrating their ability to withstand unpredictable and sometimes extreme conditions. If a design flaw is discovered in the field, it is critical that the device manufacturer swiftly reacts and remediates the situation to prevent the possibility of causing a patient harm. No device manufacturer ever plans a corrective action, rework or recall, nor is it within the core competencies of the quality and regulatory teams to assemble and execute programs of this magnitude without disrupting routine business functions. Product corrective actions and recalls impact hundreds of device manufacturers every year, and how these actions are handled could make or break its reputation within the industry.

Clinical Training & Support

Medical device manufacturers often face logistical challenges when providing both pre- and post-sales customer support on a new product or technology. An end-user has taken delivery of a new device or system, but how do they set it up correctly? Once installed, are they offered in-servicing training to operate it safely and effectively? The OEM can send their highly leveraged resources to customer sites to handle these tasks, but this approach can cause revenue deferral, be time-consuming and may leave customers unsatisfied as they wait for their turn.

Customer Care Solutions

A customer's experience is paramount to the success of a brand. Value, features, and functionality are significant factors in commercializing your product; however, one of the main drivers of true brand loyalty is dependent on the customer service experience. From evaluations to ordering, installation to training, and finally, customer and technical service, it is essential to provide the highest level of end to end support to ensure brand resiliency.

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