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Frequently Asked Questions
Outsourcing technical service is no longer a contingency plan - it is fast becoming a strategic lever for growth in med-tech. With the UK outsourcing market projected to exceed £5.7 billion by 2030, and the majority of Original Equipment Manufacturers (OEMs) already externalising elements of their service operations, the question is no longer if to outsource, but how to do it without losing control, quality, or brand integrity.
Forward-thinking OEMs are redefining the model - partnering with Independent Service Organisations (ISOs) that extend capability, increase agility, and improve cost efficiency, while maintaining OEM-level standards. When done right, outsourcing doesn’t dilute your service - it strengthens it, creating a scalable, future-ready operating model.
However, we recognise that this shift raises important questions.
Below are the most common questions we are asked by OEM service leaders when evaluating a partnership with Hugo - along with clear, transparent answers. If you'd rather discuss with us over a remote session, click the button below.
Frequently Asked Questions
- 01No. Hugo operates exclusively as a service partner to Original Equipment Manufacturers (OEM) - not as a competitor. We do not independently target or contract with hospitals or end users. Instead, we work on OEM behalf, acting as a seamless extension of your service organisation. This ensures your brand, customer relationships, and commercial control remain fully protected at all times.
- 02By partnering with Hugo, OEMs extend their brand and standards – they don’t dilute them. Every Hugo engineer is trained and certified directly by the OEM, works under the OEM’s work instructions, and follows ISO 13485-compliant processes. In practice, we use OEM supplied spare parts, so end-users see a seamless, high-quality service experience. In short, your OEM brand and quality standards are upheld exactly as if your own team were on-site.
- 03Partnering with Hugo converts service delivery from a fixed, resource-heavy cost base into a scalable, performance-driven model where spend is directly aligned to demand. By optimising engineer utilisation, reducing travel and repeat visits, and standardising delivery across territories, we remove inefficiencies that typically drive hidden costs, while operating fully within OEM-approved processes and parts. The result is a lower total cost of ownership, improved cost-to-serve, and a predictable, transparent service spend that can be confidently forecast and scaled with your installed base.
- 04Outsourcing to Hugo does not reduce control or responsiveness — it strengthens both by introducing a structured, SLA-driven operating model with full transparency and accountability. You retain strategic control over performance targets, while we optimise execution through a nationally deployed engineering network, standardised processes, and real-time performance visibility. The result is faster response, improved compliance, and consistently higher service performance without the operational constraints of an in-house model.
- 05Hugo absorbs demand volatility through a scalable operating model designed to flex without impacting performance, enabling rapid mobilisation of additional engineering capacity and coordinated delivery of high-volume activities such as recalls or FSNs, while maintaining SLA compliance and protecting your core operations from disruption. Our dedicated planning team are well versed on SLA management by scheduling engineers and mapping workload using today's best available tools and resources.
- 06Hugo is designed to complement, not replace, your internal capability by taking ownership of defined product lines or excess demand, allowing your teams to focus on higher-value activities, and innovation, while reducing operational pressure and improving overall performance.
- 07We put control firmly in the OEM’s hands. All key metrics – response times, fix rates, PM compliance, etc. – are agreed upfront in the contract. Hugo’s performance is continuously monitored via an ERP-based dashboard. Weekly reports and business-review meetings keep you in the loop. If we miss any SLA, the contract typically includes penalties, so we have skin in the game to excel. In short, Hugo delivers full transparency and holds itself to the high bar of meeting (or exceeding) the KPIs you set
- 08Hugo’s internal Quality Management System is designed around your needs. We import your OEM service manuals, SOPs and training records into our system so every engineer follows your documentation. In practice, Hugo’s field and workshop engineers access your own work instructions directly through our QMS portal, ensuring they perform each task exactly as your employees would. To make communication seamless, each OEM is also assigned a dedicated Account Manager to oversee scheduling, reporting and any process alignment, so your procedures are fully respected at every step.
- 09We hold BSI certifications for ISO 13485 and ISO 14001. These standards require rigorous controls over processes, documentation and continuous improvement, so you can trust our systems are robust. We also maintain a dedicated Compliance Team that monitors changes and updates our procedures accordingly. In short, Hugo operates under the same or higher standards as OEMs, so regulatory compliance is baked into every service
- 10We employ 50+ strategically located field engineers across the UK and Ireland, enabling rapid response nationwide. We also support European deployments as needed - ourselves or via our sister companies within the Asker Healthcare Group in Europe. Whether your assets are across hospitals in England or labs in Europe, Hugo can meet the demand, following scope alignment and training. Our existing clients include global OEMs, and Hugo has experience coordinating European maintenance service contracts.
- 11Hugo employs, dedicated team of over 50+ in-house engineers (field & workshop) who are strategically based around the UK. Because they’re our direct employees, Hugo can rapidly allocate or reassign technicians as your needs change. This scale and flexibility allows Hugo to support big rollouts or big projects quickly. Essentially, we match resources to your workload dynamically, ensuring you have the coverage you need exactly when you need it
- 12By taking ownership of service for secondary or legacy product lines, Hugo liberates your engineers. Instead of managing backlogs, routine PMs or compliance tasks on those units, your team can concentrate on flagship products and R&D. For example, when Hugo handled the maintenance for a mid-tier laboratory device line, the OEM’s in-house engineers were able to dedicate themselves fully to new high-end platforms. In practical terms, our partnership often results in your staff having more time for innovation, better work-life balance, and improved overall product development – because Hugo is covering the day-to-day tasks for you.
- 13In most cases, Hugo uses a transparent and fixed-rate pricing model tied to service deliverables, therefore our pricing and value model isn't 'off the shelf'. You define volumes and scope of work, required SLAs and coverage (e.g. MTTR or response time), and we quote a clear rate for said services. This means you avoid surprises like overtime rates or fluctuating budgets.
- 14Our OEM partners tend to allow us 'Partner' access into their own systems, e.g. Service Max. For those without an ERP system or access limitations, we provide detailed, data-driven visibility via our own well-regarded ERP system. Hugo’s ERP-based system generates interactive dashboards that track every relevant KPI you care about (PM completion, downtime, ticket status, etc.). For maintenance contracts, we deliver regular reports via this dashboard so you can see performance at a glance and drill into any issue. In the case of FSNs or projects, we offer weekly or bi-weekly automated KPI reports tailored to your specifications. In short, our reporting is built around your needs – you’ll never be “in the dark” about open jobs, compliance, or engineer activities.
- 15Absolutely. Hugo is already the trusted partner for more than 20 OEMs. Please reach out to us on: enquiries@hugotechnology.co.uk (mailto:enquiries@hugotechnology.co.uk)and our Business Manager will reach out to discuss any relevant case studies.
- 16It’s very much a long-term strategic trend. Outsourcing technical and engineering support is growing rapidly in med-tech: the UK medical device outsourcing market is projected to hit about £5.7 billion by 2030 (over 12% annual growth). Today roughly two-thirds of companies outsource at least one function, and 80% of executives plan to maintain or increase outsourcing spend. Savvy OEMs are recognising that, when done right, a trusted ISO partner can extend their reach and capabilities without sacrificing quality. In other words, we’re not a band-aid solution – we’re a scalable, future-facing way to keep your service operations world-class as your business grows
- 17Hugo is a dedicated OEM service partner in med-tech — not a general contractor. We operate exclusively within medical and laboratory equipment, with every process, system, and capability designed around regulated healthcare environments. This gives you the quality discipline of an OEM — ISO-certified systems and OEM-trained engineers — combined with the flexibility and agility of an independent operating model. Our performance underpins this: with a complaint rate of <0.5% of work orders, robust ISO-governed processes, and the trust of 20+ OEM partners, Hugo consistently delivers reliable, high-quality service at scale.
- 18Hugo is built to be your perfect OEM service partner. We’re a leading UK-based Independent Service Organisation (founded in 2001) focused 100% on med/lab equipment. With a dedicated team of 50+ engineers, a strong in-house QMS and multiple ISO certifications, we deliver quality and reliability on par with your own service teams. Crucially, over 20 OEMs already trust Hugo to support their brands in the field. By choosing Hugo, you gain the flexibility of an independent provider with the peace of mind that we uphold your standards and brand every step of the way.
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