HOF Service Englisch 2026

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Reliability, Competence and Innovation … premium pharma solutions

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HOF – company Technological excellence meets service competence HOF – systematic customer service Over 35 years of industry experience HOF has been a reliable partner of the pharmaceutical and biotechnology industries for over 35 years. With more than 420 employees at the two sites in Lohra and Mornshausen in Germany, we stand for innovation, precision and quality in specialised plant engineering – in particular for complex refrigeration and freeze drying systems. System-speciﬁc customer service Our customer service concept goes far beyond just maintenance: We support our customers with well thought-out solutions, qualiﬁed know-how and maximum responsibility over the entire life cycle of their plant. Two sites, one quality promise Whether planning, commissioning or long-term support – HOF-Service+ is an integral component of our comprehensive range of products and services. At our two sites in Lohra and Mornshausen, we combine expertise, competence and power of innovation. Industry standards and certiﬁcations HOF meets the highest standards: Our processes and services are based on the requirements of GMP, ISO and other international regulations – for reliable quality and regulatory compliance. 2

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HOF – Service+ Individual. Accessible. Reliable. HOF-Service+ makes the difference What makes HOF-Service+ stand out HOF-Service+ is far more than just conventional after sales service. It is our quality promise for maximum process reliability, availability and cooperative partnerships. Close to the customer, with a strong dialogue Continuous support, direct access, no subcontractors and short reaction times are the hallmarks of our service concept. Our customers beneﬁt from short decision making paths, quick help in emergencies and a team who know their plants – because they built them. Proven in times of crisis The COVID crisis in particular showed how valuable a reliable partner is. With quick reactions, digital remote support and spare parts availability, HOF was able to ensure reliable operations even during critical times. Service as a strategic success factor Customer service is not only reactive help – it is a ﬁrm component of our customer relationships and actively supports long term customer satisfaction. „HOF- Service+ guarantees comprehensive quality customer service for your plant project. From the outset and beyond.“ Dr. Alexander Hof (CEO) 3

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HOF – features Modular. Flexible. Customised. Service+ features at a glance HOF-Service+ is a comprehensive range of services that is individually adapted to your requirements and requests. Everything from one source We support you from the initial planning stage to regular operation of your plant – and beyond. Our experts take on the complete process chain – qualiﬁed, reliable and with in-depth knowledge of your speciﬁc requirements. Features of our Service+: Qualiﬁcation Process development Design & concept studies GxP-compliant documentation and validation of the plant by the experienced team of HOF experts. For you, that means: legal certainty and a smooth start of operations. We support you with the development and optimisation of your processes – practical, efﬁcient and product oriented. We develop individual technical solutions for customer-speciﬁc requirements. These create planning reliability early on and enable economic decisions. „Our services do not follow any standards, but rather the requirements of our customers.“ Oliver Fleischer (Head of Service) 4

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HOF – features Personal. Competent. Committed. The people behind the service At HOF, customer service is a matter of trust – and that starts with the team. Our customer service employees excel with specialist knowledge, experience and commitment. They take on responsibility, make decisions on site and are the face of HOF at the customer site. Experience meets commitment We promote targeted further education and internal knowledge transfer. Because qualiﬁed people are our greatest asset – and the key to success for excellent service.. Training culture at HOF Training and targeted development of qualiﬁed personnel are a matter of course for us. This allows us to ensure that our experts’ know-how is always up to date. Service quality starts with the people Our employees not only know the technology, but also understand the processes used in our plants. That creates safety – and trust. Maintenance Training Our maintenance solutions reduce downtime, extend the service life of your plant and maintain operati- onal safety. Practical training courses – tailored to your personnel – ensure safe use of the technical equipment and strengthen know-how during everyday use. 5

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HOF – interview Quality service from the outset – and beyond Excellent customer service and after sales service from HOF, individual and tailored to our customers’ requirements. An interview with HOF employees Oliver Fleischer, Head of Service, and Holger Prinz, Head of Service/Manufacturing, about the signiﬁcance and importance of customer service and after sales service. What makes HOF service stand out? Oliver Fleischer: That is clear: our own people. We never use subcontractors. That means that each service engineer knows the plant that they look after – at best, they will have helped build it. This level of know-how can only be found at HOF. Holger Prinz: We still do plant engineering with a high level of vertical integration. And then there is our reaction time. During the COVID crisis, we proved how quickly we can ﬁnd solutions – whether with spare parts deliveries, digital support or ad-hoc site visits. Oliver Fleischer (Head of Service) What does Service+ at HOF? Oliver Fleischer: For us, service is not just an appendage after selling a product, but rather a central component of our corporate philosophy. HOF-Service+ means that we support our customers over the entire life cycle of a plant – from the initial concept to commissioning and continuous after sales service. Holger Prinz: Our customers should always feel that they can count on us – in terms of technology, organisation and the human factor. We do not see ourselves as just a service provider, but as a reliable partner. 6

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HOF – interview Holger Prinz (Head of Service / Manufacturing) What role does further education play in the service team? Oliver Fleischer: A very central role. Knowledge transfer within the team is extremely important. That is why we ensure regular training and promote a strong culture of learning. Holger Prinz: We want each employee to be trained not only in the technical aspects, but also in how to conduct themselves in front of customers. Because our people are the calling card of HOF at the customer site. Finally – what are you particularly proud of? Oliver Fleischer: The trust that our customers place in us. And a team that shows initiative, takes on responsibility and puts our objectives into practice every day. Holger Prinz: The close exchange with our customers. Because good customer service relies on dialogue – which we always conduct at eye level. More than just service – a true promise HOF-Service+ is more than just technical support – it is an expression of a clear attitude. When you work with HOF, you will experience a team that takes on responsibility, thinks ahead and provides long term support. This understanding of customer service deﬁnes our daily work – and that makes the crucial difference to our customers. 7

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HOF – videos of system installation Plant installation – a case for professionals Highly professional, reliable and efﬁcient See video on plant installation Whether new installation, modernisation or relocation – installing a freeze drying plant is a highly complex logistical task. Each installation is individual and requires precision planning, technical know-how and customised solutions. For each case, HOF develops a carefully thought-out concept that corresponds precisely to the building situation, safety requirements and time constraints. Project examples show that we deliver our solutions conﬁdently, professionally and on time, even in difﬁcult conditions. The HOF team take on complete responsibility, from unloading to ﬁnal positioning – including installation, commissioning and qualiﬁcation. Solutions instead of standard processes With our own transport equipment, carefully thought- out processes and creative engineering work, we master even the most complex installation situations safely and efﬁciently. Logistics with precision Our teams work hand in hand – with experience, routine and absolute precision, to ensure that each plant arrives exactly where it is needed. Each project is different Limited load-bearing capacity? Low room height? Space constrictions? No problem – our specialists have the right solution for any challenge. See video on plant installation 8

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Technology alone is not enough – it is the people that count Strong in the team – strong in action HOF – videos of system installation Responsible conduct Teamwork as a principle Our customer experience us not only as engineers, but also as partners. Our daily work in customer service is characterised by responsible conduct, reliability and a good sense for situations. Our team works efﬁciently, solution oriented and with the declared objective of making each project a success together. Working together within the team is just as important as an open, respectful dialogue with customers. Clean processes – clean work Tidiness, diligence and a structured process on site are a matter of course for us. Not only because it is more efﬁcient – but because it builds trust and ensures quality. See video on plant installation „Our customers know straight away: They are in good hands.“ Dr. Alexander Hof (CEO) 9

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HOF – 24-hour service 60,000 spare parts. 24 hours service. 365 days a year. Immediate help guaranteed Permanently available Time is money Whether in the middle of the night, on weekends or holidays – our service hotline is here for you around the clock. A competent team reacts quickly and directly – without detours. Downtime is expensive – we know that. That is why we guarantee fast visits that minimise downtime. Our engineers know the plants down to the last detail – saving not only time, but money as well. Spare parts availability More than 60,000 spare parts are permanently in stock at our central warehouse. That means: short distances, fast availability and minimised downtime – even for older plants. Systematic immediate help Our reaction capacity is based on clear processes, well- coordinated teams and access to extensive plant data. That allows us to provide targeted help in emergencies – often already over the phone, but always with a full site visit. Sustainable thinking Wherever possible, we reuse and refurbish spare parts. That extends life cycles, saves resources and lowers running costs in the long term. „All phone calls are important – and each on is taken seriously.“ Oliver Fleischer (Head of Service) 10

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HOF – Service+ Why HOF-Service+ is the right choice Beneﬁts at a glance Everything from one source From planning and commissioning to long term support – HOF offer the complete service life cycle. 24/7 availability No call queues, no detours: You can reach our team directly at all times – even on public holidays. Maximum competence Our employees know each plant down to the last detail – because they have been involved in their development and production. Digitalisation included Remote service with HOF remote support and digital process monitoring. Spare parts availability Over 60,000 spare parts are in stock at our own central HOF warehouse – for fast help in emergencies. Personal & cooperative Our engineers work with responsibility and customer focus and at eye level. Training & knowledge transfer We pass on our knowledge – for sustainable production reliability and independent teams. Informationen about HOF services can be found at: www.hof-sonderanlagen.de/service 11

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