Following two years of work, Comité International Radio-Maritime (CIRM) has published the Code of Practice for Service Providers. Developed by many of the most trusted companies in the marine electronics industry, the Code of Practice sets out what shipping companies can expect from their service providers, giving assurance that the work will be conducted in accordance with the industry’s best practice.

If manufacturers are the heart of the marine electronics industry, then service providers are the lifeblood.

Manufacturers create the essential equipment and systems and drive innovation, while service providers keep everything running smoothly - handling installation, maintenance, and troubleshooting. Without reliable service, even the best equipment can’t function effectively – as a heart can’t sustain a body without circulating blood.

On the frontlines of marine electronics

CIRM is the international association of marine electronics companies. Today, a quarter of the association’s 116 member companies could be classed as service providers. From the very large to the very small, these companies span the globe, providing a critical function.

Day in, day out, all around the clock and all over the world, marine electronics technicians attend ships to perform their vital work, overcoming physical and logistical hurdles such as long hours, extreme weather, tight spaces, and remote locations.

Yet, in conversation with these hardy engineers, one thing becomes clear – they love what they do! Many seem to have an endless supply of stories; engrossing tales that underline the unpredictable, demanding, and even thrilling nature of their work.

Keeping the industry afloat in rough waters

If the conversation continues, it might shift to the considerable challenges faced by service providers.

Training must keep pace with ever-evolving technology and increasingly complex system integration. Attracting the next generation of technicians is proving difficult, as a career once viewed as tough but rewarding is now apparently at odds with modern expectations of work/life balance. Regulatory compliance complicates installations and maintenance (and, naturally, this is where CIRM membership helps).

Supply chain delays and parts availability… customer expectations and downtime pressure… cost management and profitability… all are ongoing challenges.

Nevertheless, service providers will continue to overcome these challenges, just as they have in the past - fuelled by the grit that is second nature to technicians!

And not only are service providers tackling these challenges head-on, but under the banner of CIRM they are making a strong and visible commitment to delivering consistent, high-quality service to their customers.

Sustaining excellence in marine service – the new Code of Practice

The CIRM Code of Practice for Service Providers was developed over two years by CIRM’s Service Working Group, which brought together representatives from 49 member companies to consider how service providers could effectively demonstrate their commitment to high-quality customer service.

The Code of Practice covers the work that service technicians undertake when installing, repairing and maintaining marine electronic equipment and systems on a ship - including statutory Class surveys, preventative maintenance, installation and commissioning, fault finding and problem solving.

At its heart is a 10-point customer commitment, encompassing all aspects of service across planning, execution and after-service. For example: in adopting the Code of Practice, service providers commit to treating customers fairly and with transparency, and to appoint only engineers who are appropriately trained, equipped and prepared.

Through this 10-point customer commitment, the Code of Practice assures shipping companies that the service provided will consistently meet high standards, in line with the industry’s best practices.

Reflecting on this collaborative effort, James Newman, Global Support & Development Manager at Sperry Marine and Chair of the CIRM Service Working Group, commented,

“It was a privilege to lead the CIRM Service Working Group, uniting representatives from nearly fifty companies to tackle the challenge of demonstrating a commitment to quality customer service. The resulting Code of Practice draws on many years of collective experience, setting a benchmark for best practices in ship service. We believe this code will give shipowners confidence that by choosing providers who follow it, they are assured of high-quality service.”

Several service providers have already adopted the Code of Practice, with more set to follow. In doing so, service providers are not only securing their place as trusted partners but also paving the way for a more resilient and innovative marine electronics industry. Their commitment ensures that the lifeblood of marine electronics continues to flow, keeping global shipping connected and moving forward.

The Code of Practice and list of companies that have adopted it is available on a dedicated page of the CIRM website: https://cirm.org/service-code-of-practice.