Service as Strategy: Evolving Our Global Model

In a time when supply chains remain unpredictable, engineering teams are under constant pressure to deliver more quickly, and new technologies—from AI-optimized semiconductors to quantum systems—are redefining what’s measurable, one thing remains constant: test and measurement must keep up.

At Tektronix, we believe keeping up isn’t enough. We need to move faster than the pace of innovation, so our customers don’t just adapt—they lead. And in that race, service is no longer a support function. Streamlined service drives instrument readiness—and that readiness is a strategic differentiator. Teams with available instruments get to insight first.

Across the globe, we’re seeing a shift in what customers require. They want more than repair services; they need resilience. Uptime matters, but so does data transparency, predictable planning, and confidence that investments can scale with their roadmaps. Customers need partners who can move at the speed of their business. That’s why we’re evolving our global service model.

Our mission hasn’t changed: most of our work involves planned maintenance and calibration to keep instruments ready. What is changing is how we deliver that service—so access is clear, on-site support is stronger, and expertise is centralized where it has the most impact.

The case for change

Customers tell us they want service that’s effective and simple. Many prefer on-site maintenance and calibration—fewer handoffs, fewer trips, clear windows. And when they send instruments in for service, they expect a nearby door that feels familiar. 

We are recalibrating our approach to meet that ask: expanding our field staff to provide on-site service for customers who choose it, centralizing complex work in fewer service hubs, and opening service offices to coordinate drop-off, pickup, and delivery. Whether through direct ship, local drop-off, or on-site service, the outcome is one clear entry point and a delivery path that fits the way customers work.

What remains constant

Some principles are nonnegotiable. Customers stay at the center of every decision. Calibration discipline, metrology rigor, and audit-ready documentation continue without compromise. And our footprint remains global with a local lens: whether through a calibration lab, a service office, or on your campus, our technicians are within reach when and where you need them.

Our strategic shift

We’re refining the model to make service easier to access and simpler to plan—without changing the core:

• Expanded on-site support: With more technicians in the field, we’re expanding access to on-site service—an option more customers are choosing for ease and simplicity..
• Specialized calibration labs: We’re centralizing calibrations in fewer service labs with expanded expertise—so results are consistent, traceable, and predictable.
• Updated service offices: We’re creating service offices to maintain proximity and convenience for customers who prefer local drop-off, pickup, or delivery coordination to our regional calibration labs.

We’re also standardizing intake, scheduling, and communication—so it’s always clear what’s happening, where and when. This is about clarity and confidence. Customers should know which “door” to use, what happens behind it, and how that aligns with their schedules and quality requirements. 

What customers can expect

Customers can expect a service experience organized around readiness and predictability. Maintenance and calibration remain our focus—but the model around them is evolving. As we transition, our commitment remains clear: to continuously improve satisfaction, measured by every interaction, from scheduling to instrument return.

Read Kristi Hobbs’ blog to see how this strategy has taken shape in the Americas—with centralized hubs, new service offices, and expanded on-site support working in concert to enhance customer experience.

Looking ahead

Innovation is accelerating. Readiness can’t be an afterthought. By modernizing how we deliver—improving access, strengthening on-site support, and focusing hubs of expertise where they perform best—we’re aligning service delivery with the realities customers face every day. 

The destination is simple: a service experience that is precise, predictable, and built on partnership.