Service delivery: Putting life-cycle thinking into action

Author: Johan Jönsson, Sales Transformation Lead, BU Water, Wind & Fuel Solutions, Alfa Laval Ocean Division

“We see our core task today not as simply fixing broken parts but as eliminating the element of surprise across the vessel’s entire lifespan. By having the infrastructure ready, remote or onboard, whether the ship is operating or in dry dock, we provide our customers with the certainty they need to navigate the high-stakes journey toward decarbonisation.” – Johan Jönsson

In recent years, we’ve seen our work shift from reacting to problems to helping vessels operate with as little uncertainty as possible throughout their life cycle. Modern shipping demands maximum uptime and performance to meet tight margins and complex regulations amid the transition to a multi-fuel future. This complexity is why we moved our strategic focus toward life-cycle thinking. Our job now is to provide predictability and assurance for our customers, and to do that we structure our support around four essential delivery modes - Remote, Onboard, Dry dock and Service centres - anchored by our 24/7 global network. These are the critical touch points where our technical knowledge translates directly into measurable customer value. We aren't just selling fixes anymore; we are delivering confidence and operational continuity.

Remote - Smarter, faster and greener

Every hour counts for ships that are underway. The most disruptive issues for crews are generally compliance-related challenges and the difficulty of handling complex multi-fuel equipment for new fuels. Remote service is our essential first step, proving the value of rapid response and technical competence. It’s also where the performance-focused expectations described in Blog 1 become tangible because the quickest way to restore optimal operation is to solve issues before they escalate.

Avoiding interruption mid-voyage

A clear example that took place a few years ago remains highly relevant today. A vessel sailing transatlantic from the US experienced an issue with its PureNOx exhaust gas recirculation (EGR) system, meaning it couldn't comply with European emission zones. Through immediate remote troubleshooting, we helped the crew fix an automation issue and they got the system running properly before reaching the regulated areas. This avoided voyage disruption, the cost of expensive marine diesel and the logistical headache of diverting to port for physical service engineer attendance. For the operator, it meant business as usual with no loss of money or cargo delays.

Today’s value vs. tomorrow’s potential

Crews currently value our responsiveness and availability the most. Our global network of experts reverts often within hours. Even with current tools - primarily email and phone - we save significant time by reducing physical attendances and ensuring we arrive on-site well prepared. The future, however, demands a move from responsiveness to focus on proactiveness, a capability we are building with our remote monitoring services.

Onboard - Hands-on support where reliability meets reality

Physical presence is non-negotiable for certain situations - a breakdown, a compliance inspection or intensive crew training. The Remote phase ensures the engineer arrives prepared with a clear problem definition and the necessary spare part(s).

A voyage saved by a plate pack

When propulsion equipment is impacted, it quickly escalates to a safety and operational crisis. I recall one example of a vessel offshore West Africa that was losing lube oil due to a leaking lube oil cooler, impacting its full operation. In these cases we can truly leverage our global presence as one of the world’s biggest makers of plate heat exchangers; we quickly deployed service engineers in South Africa along with correct plate pack for the task. They attended the anchored ship and replaced the plate pack, which restored operation and allowed the vessel to continue its voyage with minimal interruption. Our global marine distribution centres in Asia, Europe and the US deliver spares anywhere in the world, usually within one to two days, for emergencies.

Securing compliance and competence

Compliance checks are highly stressful. Our PureBallast compliance service package provides strategic, hands-on support. For customers who change routes requiring a short-notice US Coast Guard (USCG) certificate and system upgrade, we make sure to attend and make the needed upgrades and services to secure compliance. This ability gives the customer peace of mind and avoids penalties or detentions.

The complexity of new and multi-fuel systems demands a higher focus on onboard training. Training is measurable: as part of our compliance package, crew knowledge increases every year, leading to better-maintained systems. For new equipment like our fuel supply systems for the emerging low-flashpoint fuels such as methanol and LNG, performance assessments include guidance on adjustments. While crews are skilled, they rely on us for the deep, specialised knowledge specific to operating and maintaining complex equipment.

Dry-docking - Making rare opportunities count

Dry-docking is a very crucial moment - the best opportunity to ensure the asset is fit for the future. We tailor our offering precisely for this intense time period.

Increasing predictability with early assessments

We actively push for onboard performance assessments up to a year before the dry-dock. This allows us to give tailored, insightful recommendations based on the vessel's specific condition and history. The assessment ensures we don't miss major work and helps translate pains into tangible suggestions for renewal, repair or upgrades that secure uptime. This increases predictability and allows for full sourcing and planning.

Retrofits and automation: Extending asset lifetime

We define retrofits as fitting new equipment, such as converting a ship to a dual-fuel propelled vessel or installation of energy-saving devices such as E-PowerPack for waste heat recovery, Aalborg electric steam boilers, OceanGlide air lubrication system, StormGeo’s Voyage Intelligence and Sonihull ultrasonic anti-fouling systems. The highest level of lifetime extension is achieved with projects like the first methanol retrofit, positioning the ship to meet the increasingly stringent emission legislations that we expect in future. Beyond fuel conversion, we extend lifetime with:

• Automation upgrades: For vessels 15-25 years old with obsolete control systems. We focus on one-to-one replacements with new control systems, securing the equipment's lifetime cost-efficiently.
• Performance upgrades: Replacing coolers or upgrading purifiers are measurable ways to improve efficiency.
• Sustainability upgrades: Upgrade equipment to be compatible with biofuel operations or a custom-designed new boiler to reduce fuel costs and improve your vessel’s CII rating.

Service centres

Just in September 2025, we inaugurated our new Marine Service centre in Zhoushan, China, strategically positioning vital services, spare parts and skilled service engineers in one of the world’s largest and busiest dry dock hubs. Close to a host of well-known yards, its resources will benefit customers worldwide, meaning fast and predictable turnarounds with less downtime involved. For the many fleets that undertake dry docking in the region, the service centre will also support service downtime planning, offering pre-docking assessments that identify needs and opportunities in advance (see Dry docking above).

However, Zhoushan is just a new piece in a much larger logistical puzzle, the latest in the network of Alfa Laval service centres close to major ports worldwide that ensure easy access to our expertise and support, as well as equipment and materials.

24/7 support and the future of partnership

Our global structure ensures continuity. Our service engineers are our key assets and experts, and as a group one of the company's strongest trusted advisors.

Looking ahead, we will continue to stay close to our customers, ensuring our knowledge and expertise is easily accessible. The key trend is the demand for full packaged services, where we take bigger ownership of a complex system. Most of all, what will remain constant is the need for steady, predictable support across our four delivery modes to keep all Alfa Laval equipment performing reliably as fleets adapt to the operational demands of a multi-fuel and energy-efficient future.