Why in-house production is a valuable asset for service companies and how to reduce equipment downtime during repairs by two to three times were the key topics covered by Sergey Anikyev, Commercial Director of Hydraulics MekhService, at the “Real Service 2025” conference.
How the Role of Service Companies Has Evolved, or Why the Service Sector Needs a Production Partner
In the early 2000s, the term “service” typically referred to a field team responsible for commissioning new specialized machinery and performing scheduled maintenance. With the arrival of global brands in the country, the concept of service expanded. Customer expectations also changed; instead of basic maintenance, they began to demand comprehensive technical support, ranging from spare parts supply to full machine and engine overhauls.
These expectations continue to shape the market today. However, not every service center has its own production facilities, test benches, or highly specialized experts on staff. As a result, service departments are increasingly looking for a production partner capable of handling technologically complex operations. This includes processes such as the servicing and repair of hydraulic equipment.
Western brands have left Russia, but service requirements remain. Production capabilities can help bridge the gap between expectations and real possibilities
At first glance, it may seem sufficient to install a few machines and hire technicians. In reality, every type of hydraulic repair requires specific technologies and equipment, specialized staff training, and a dedicated quality control system, explains Sergey Anikyev. For example, the repair of hydraulic distributors involves honing, grinding, micro-precision bore processing, and mandatory testing. The repair of hydraulic cylinders, on the other hand, requires a completely different set of equipment and technologies. This is why it is far more reasonable to cooperate with production facilities that already possess the necessary expertise and machinery.
For the client, the location of the repair is irrelevant. What matters are quality, turnaround time, and reliability.
The “Service + Production” Model: What Makes It Effective?
The group of companies that includes Hydraulics MekhService (HMS) is one example of how such a partnership can be built successfully. Originating in Kazakhstan, the business today combines production facilities located across different regions of Russia, from Moscow to Khabarovsk. Among HMS’s partners are several major federal service companies.
As a production partner, HMS currently performs repairs of hydraulic equipment, including that of Caterpillar and Komatsu mining dump trucks, as well as Liebherr and Hitachi excavators and bulldozers.
Its own machinery and equipment fleet enables HMS to carry out even highly complex operations. Cooperation with service companies is established both through direct contracts and within a partnership model. In both formats, the parties strengthen each other’s capabilities.
When service and production work together, everyone benefits. The customer gains reliability and timely delivery, the service company gains flexibility and cost savings, and the production facility gains stable workload and utilization.
By outsourcing the repair of hydraulic units to production partners, a service center can:
How to Reduce Equipment Downtime During Repairs by a Factor of Three
One of the key tools that enable effective cooperation between service and production is the rotation pool of refurbished units and components maintained by the production partner.
A rotation pool of replacement components saves time: the equipment continues operating while the faulty unit is being repaired.
Sergey Anikyev described the situation as:
Very often, in repair workshops you can see failed components stored, at best, under a roof, and more often simply left outdoors to rust. Meanwhile, the machine remains out of operation while waiting for the necessary spare parts. If a refurbished replacement component is available, downtime is almost eliminated: the replacement unit is installed immediately, and the faulty one is sent for repair. This approach benefits everyone — the customer, the service provider, and the production facility.
Such a model can reduce the equipment’s out-of-operation time during repairs by two to three times.
Trust Is Built Through Practice
According to the speaker, an important trend is the growing confidence in domestically produced solutions.
Carrying out repairs and production within the country means lower dependence on imported supplies, more flexibility in delivery times and pricing, and the ability to quickly adapt to customer requirements.
For those who still doubt the capabilities of Russian manufacturers, Hydraulics MekhService suggests starting with small steps. The company’s production facilities are open for visits, and customers are welcome to observe or participate in various production operations and the testing of finished components.
It is also possible to sign an agreement for pilot industrial testing. In this format, the company provides a component for several months of use, and payment is made only after the successful completion of the testing period.
Russian manufacturers are becoming a key support pillar for the industry.
Each HMS product is supplied with a technical passport and a warranty certificate. In addition, the company is ready to keep a second identical unit in its warehouse to ensure rapid replacement if the first one fails.
The Service Market Is Moving Toward Cooperation
According to Sergey Anikyev, the market is shifting toward a cooperative model in which service and production can no longer operate independently from one another.
The future of the service market lies in cooperation: integrating production and service strengthens the industry
Partnership models make it possible to allocate resources more efficiently, develop regional service centers, improve service quality, and expand the range of offered services.
According to the expert, demand for the repair and restoration of hydraulic systems and other components, especially in mining and construction, is expected to grow significantly by 2026. This is why the production partnership model represents a path toward sustainable industry development.
Q&A
- Many hydraulic pumps repair services mainly use Chinese components, whose service life is minimal. What warranty do you provide for your work and replacement parts?
- We have a company in Kazakhstan, and we source components not only from China. With more than 20 years of experience in hydraulic pump repair, we know exactly where to purchase high-quality parts. We operate four dedicated test benches specifically for hydraulic pumps, and we provide a warranty of no less than six months for refurbished units and at least one year for new products.
- What is the annual volume of orders handled by your company? What replacement parts do you keep in stock?
- Our annual turnover exceeds 1 billion 750 million rubles. We currently have all cylinders in stock for Komatsu 275 bulldozers and nearly the full range for Komatsu 375. We also maintain an extensive inventory of components for Caterpillar 777, 785 and 793 dump trucks. This represents a substantial rotation pool.
- What is the minimum order volume a service company must provide to maintain a partnership with you?
- Any partnership begins with a small order, not a large one. For example, we started working with ERS Technology in Yekaterinburg only two months ago, and today their order volume has already reached 15 million rubles.
A partnership develops gradually: the partner evaluates us, we evaluate the partner, and the relationship grows from there. We can start with a single unit repair and then move on to larger volumes over time.
- Do you offer on-site engineering or technical consulting services for complex repairs?
- On-site service is provided only in special cases. The essence of the partnership model is that the service company interacts with the customer while we perform the technical work at our fully equipped production facilities.
- Which orders take priority: those from partner service companies or those placed directly by your own clients? How do you manage prioritization if you have several service partners?
- We do not assign priority based on the type of customer. Each new order is registered with a unique number, for example EKB2025-00087. Every order first undergoes defect diagnostics (a separate queue), and after cost approval, it proceeds to individual operations within the general production queue. We work equally with all clients — both service partners and equipment-operating companies.
- Much of what you describe concerns large equipment. What solutions do you offer for standard construction machinery where the cost of components is comparatively lower?
- In Moscow and St. Petersburg, most orders are for road-construction machinery. We certainly accept repair work for smaller cylinders or pumps used on 20–30 ton excavators and 15–20 ton bulldozers. Forklifts as well. And in Khabarovsk, if someone brings us a small cylinder, we will also accept it for repair.
How the Role of Service Companies Has Evolved, or Why the Service Sector Needs a Production Partner
In the early 2000s, the term “service” typically referred to a field team responsible for commissioning new specialized machinery and performing scheduled maintenance. With the arrival of global brands in the country, the concept of service expanded. Customer expectations also changed; instead of basic maintenance, they began to demand comprehensive technical support, ranging from spare parts supply to full machine and engine overhauls.
These expectations continue to shape the market today. However, not every service center has its own production facilities, test benches, or highly specialized experts on staff. As a result, service departments are increasingly looking for a production partner capable of handling technologically complex operations. This includes processes such as the servicing and repair of hydraulic equipment.
Western brands have left Russia, but service requirements remain. Production capabilities can help bridge the gap between expectations and real possibilities
At first glance, it may seem sufficient to install a few machines and hire technicians. In reality, every type of hydraulic repair requires specific technologies and equipment, specialized staff training, and a dedicated quality control system, explains Sergey Anikyev. For example, the repair of hydraulic distributors involves honing, grinding, micro-precision bore processing, and mandatory testing. The repair of hydraulic cylinders, on the other hand, requires a completely different set of equipment and technologies. This is why it is far more reasonable to cooperate with production facilities that already possess the necessary expertise and machinery.
For the client, the location of the repair is irrelevant. What matters are quality, turnaround time, and reliability.
The “Service + Production” Model: What Makes It Effective?
The group of companies that includes Hydraulics MekhService (HMS) is one example of how such a partnership can be built successfully. Originating in Kazakhstan, the business today combines production facilities located across different regions of Russia, from Moscow to Khabarovsk. Among HMS’s partners are several major federal service companies.
As a production partner, HMS currently performs repairs of hydraulic equipment, including that of Caterpillar and Komatsu mining dump trucks, as well as Liebherr and Hitachi excavators and bulldozers.
Its own machinery and equipment fleet enables HMS to carry out even highly complex operations. Cooperation with service companies is established both through direct contracts and within a partnership model. In both formats, the parties strengthen each other’s capabilities.
When service and production work together, everyone benefits. The customer gains reliability and timely delivery, the service company gains flexibility and cost savings, and the production facility gains stable workload and utilization.
By outsourcing the repair of hydraulic units to production partners, a service center can:
- expand its range of services without investing in its own machinery and
- equipment fleet
- reduce personnel and logistics costs
- gain access to professional expertise and advanced technologies
- maintain control over quality and deadlines
- focus on customer-facing work such as field service, diagnostics, support, and technical assistance
- increase its competitiveness
How to Reduce Equipment Downtime During Repairs by a Factor of Three
One of the key tools that enable effective cooperation between service and production is the rotation pool of refurbished units and components maintained by the production partner.
A rotation pool of replacement components saves time: the equipment continues operating while the faulty unit is being repaired.
Sergey Anikyev described the situation as:
Very often, in repair workshops you can see failed components stored, at best, under a roof, and more often simply left outdoors to rust. Meanwhile, the machine remains out of operation while waiting for the necessary spare parts. If a refurbished replacement component is available, downtime is almost eliminated: the replacement unit is installed immediately, and the faulty one is sent for repair. This approach benefits everyone — the customer, the service provider, and the production facility.
Such a model can reduce the equipment’s out-of-operation time during repairs by two to three times.
Trust Is Built Through Practice
According to the speaker, an important trend is the growing confidence in domestically produced solutions.
Carrying out repairs and production within the country means lower dependence on imported supplies, more flexibility in delivery times and pricing, and the ability to quickly adapt to customer requirements.
For those who still doubt the capabilities of Russian manufacturers, Hydraulics MekhService suggests starting with small steps. The company’s production facilities are open for visits, and customers are welcome to observe or participate in various production operations and the testing of finished components.
It is also possible to sign an agreement for pilot industrial testing. In this format, the company provides a component for several months of use, and payment is made only after the successful completion of the testing period.
Russian manufacturers are becoming a key support pillar for the industry.
Each HMS product is supplied with a technical passport and a warranty certificate. In addition, the company is ready to keep a second identical unit in its warehouse to ensure rapid replacement if the first one fails.
The Service Market Is Moving Toward Cooperation
According to Sergey Anikyev, the market is shifting toward a cooperative model in which service and production can no longer operate independently from one another.
The future of the service market lies in cooperation: integrating production and service strengthens the industry
Partnership models make it possible to allocate resources more efficiently, develop regional service centers, improve service quality, and expand the range of offered services.
According to the expert, demand for the repair and restoration of hydraulic systems and other components, especially in mining and construction, is expected to grow significantly by 2026. This is why the production partnership model represents a path toward sustainable industry development.
Q&A
- Many hydraulic pumps repair services mainly use Chinese components, whose service life is minimal. What warranty do you provide for your work and replacement parts?
- We have a company in Kazakhstan, and we source components not only from China. With more than 20 years of experience in hydraulic pump repair, we know exactly where to purchase high-quality parts. We operate four dedicated test benches specifically for hydraulic pumps, and we provide a warranty of no less than six months for refurbished units and at least one year for new products.
- What is the annual volume of orders handled by your company? What replacement parts do you keep in stock?
- Our annual turnover exceeds 1 billion 750 million rubles. We currently have all cylinders in stock for Komatsu 275 bulldozers and nearly the full range for Komatsu 375. We also maintain an extensive inventory of components for Caterpillar 777, 785 and 793 dump trucks. This represents a substantial rotation pool.
- What is the minimum order volume a service company must provide to maintain a partnership with you?
- Any partnership begins with a small order, not a large one. For example, we started working with ERS Technology in Yekaterinburg only two months ago, and today their order volume has already reached 15 million rubles.
A partnership develops gradually: the partner evaluates us, we evaluate the partner, and the relationship grows from there. We can start with a single unit repair and then move on to larger volumes over time.
- Do you offer on-site engineering or technical consulting services for complex repairs?
- On-site service is provided only in special cases. The essence of the partnership model is that the service company interacts with the customer while we perform the technical work at our fully equipped production facilities.
- Which orders take priority: those from partner service companies or those placed directly by your own clients? How do you manage prioritization if you have several service partners?
- We do not assign priority based on the type of customer. Each new order is registered with a unique number, for example EKB2025-00087. Every order first undergoes defect diagnostics (a separate queue), and after cost approval, it proceeds to individual operations within the general production queue. We work equally with all clients — both service partners and equipment-operating companies.
- Much of what you describe concerns large equipment. What solutions do you offer for standard construction machinery where the cost of components is comparatively lower?
- In Moscow and St. Petersburg, most orders are for road-construction machinery. We certainly accept repair work for smaller cylinders or pumps used on 20–30 ton excavators and 15–20 ton bulldozers. Forklifts as well. And in Khabarovsk, if someone brings us a small cylinder, we will also accept it for repair.