Optima Pharma has consolidated all support service areas across all sites. Now customers worldwide have a central contact for all issues in the form of a Service Account Manager who coordinates the back-office teams. The individual Optima Pharma sites continue growing together as “OneTeam.”

 

The integrated process, CSPE (Comprehensive Scientific Process Engineering), aims to cut the time to production start-up for filling lines. Worldwide, the number of machines in operation has continued to grow. The service presence has also grown, with the new service hub opening in Raleigh, NC, as one example. Optima Pharma has designed a target-group-specific program called “Lifetime Production Readiness.” 

 

Throughout 2023, Optima Pharma is creating cross-location core teams for the following service areas: Customer Care, Maintenance Support, Competence Team, Qualification and Validation, and Business Development/Processes. These teams work in close collaboration across locations and with foreign subsidiaries. Optima Pharma’s filling and closing technologies are created at its headquarters in Schwäbisch Hall, decontamination technologies and isolators originate in Radolfzell, and freeze-drying technology comes from Gladenbach-Mornshausen. One central Service Account Manager is in place to coordinate the customer’s requests on all line items with these teams. 

 

Holger Burgermeister, Service Director at Optima Pharma, is responsible for the cross-location area of “Business Development/Processes” and supports the development of the global service structure. 

 

5 Service Areas, 5 Managers 

 

Customer support is centralized through Manuel Müller, Group Leader of Customer Support at Optima Pharma. His area covers project management, project planning, and worldwide customer support. 

 

Matthias Staus, Group Leader of Service at Optima Pharma, heads up Maintenance Support. This service area schedules preventive and status-based maintenance work at customers’ sites. 

 

Ronny Wiske, Group Leader of Life Cycle Services at Optima Pharma, will be responsible in the future for the Competence Team area across all locations. This department focuses on support services for the systems and troubleshooting. 

 

Andreas Milich, the Radolfzell-based Service Director, is responsible for qualification and validation across all sites. The same principle holds true in his area: One team, one approach, one qualified system for the customer.