ONEXP’s aftersales and service operation has grown alongside the company’s expanding footprint on board the world’s largest yachts, including 11 of the top 50 largest yachts in the world. Speaking with Leon Osseweijer, Head of Aftersales and Services, it is clear the team’s ethos remains simple yet exacting: be present, be proactive, and take ownership until the job is done.

A fleet built on trust

ONEXP now supports more than thirty-five vessels, including several recent deliveries that the company did not integrate at build. “Client trust is everything at ONEXP,” says Leon. “Challenges do happen in yachting. We don’t talk a problem away, we take care of it. If that means putting an engineer on a plane, we do it right away.”

That sense of trust is echoed by clients across the fleet. “ONEXP is the best team I have worked with in the industry,” says Simon Hodkinson, CTO of a 100m-plus superyacht. “Their standards, passion, and expertise across installations, servicing, refits, and market-leading products truly differentiate them and create the best possible experience for owners, guests, and crew.”

Founded in 2014, ONEXP has seen its activities grow steadily on both the new-build and refit sectors. Over the summer, the team coordinated works aboard multiple yachts at MB92 La Ciotat, representing a combined length of nearly 700 metres and spanning a wide range of upgrades and maintenance projects.

“That called for a crew barbecue,” Leon adds. “Creating a sense of connection helps people feel part of the wider ONEXP fleet. We believe that a sense of belonging builds on that important combination of success to us; having fun and building trust.”

Service first

In a market where support is often defined by rigid service models, ONEXP takes a different approach, placing hands-on service and responsiveness at its core. The focus is straightforward: address the issue, support the vessel, and remain involved until it is resolved.

“Our priority is making sure the yacht is supported, whatever the situation,” says Leon. “It doesn’t matter how big or small the issue is, or where the yacht is in the world. We take ownership and see it through. The goal is always the same: a seamless experience on board for owners, guests, and crew.”

This service-first approach is supported by a five-strong coordination desk and a team that remains technically involved at every level of the company. Even senior management, including Leon himself, stays visible and engaged on board. Central to ONEXP’s way of working is a close, open relationship with captains and CTOs, rather than reliance on portals or long email threads.

“We want to be present and approachable, not communicating from behind a desk,” he explains. “It’s about working together. When the relationship is right, trust follows — and that allows everyone to operate more effectively.”

Clients underline the value of this responsiveness. “My experience of working with ONEXP has been very positive,” says Shaun Norman, AV/IT Officer on a 145-metre yacht. “They’re quick to respond and just as quick to resolve issues. What really sets ONEXP apart is their willingness to listen, understand our needs, and tailor solutions accordingly.”

Proactive, not reactive

A disciplined, predictive maintenance programme helps remove urgency from many interventions. Each yacht in the ONEXP fleet receives monthly or bi-monthly remote health checks across standardised network and AV systems, supported by endpoint management and ONEXP’s cybersecurity monitoring. On board, ETOs and AV/IT officers carry out physical verifications, while ONEXP compiles structured reports that distinguish clearly between items requiring immediate attention and work best scheduled for upcoming yard periods.

Ahead of each season, the ONEXPteam conducts room-by-room functionality checks, Wi-Fi surveys, and targeted IT upgrades to stabilise guest-facing systems for months of uninterrupted operation. Underpinning this approach is a practical foundation: pre-configured spares kept on board, comprehensive documentation, and 24/7 remote support capable of bridging time zones from the Mediterranean to Tahiti.

Standardisation

For ONEXP, standardisation is a recurring theme across the company and its innovations. Common system architectures accelerate diagnostics, simplify training, and allow lessons learned on one yacht to be applied seamlessly to the next. By working with carefully defined, standardised product packages, ONEXP ensures every team member understands the systems in depth – both in theory and in practice – drawing on experience gained across numerous yacht projects. This enables faster, more effective support, regardless of which team member is involved.

This consistency also strengthens ONEXP’s relationships with developers, manufacturers, and suppliers across the market. With a large number of similar installations delivered throughout the fleet, feedback is direct and informed, supporting continuous product improvement and more effective long-term support.

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Core values on the shop floor

Leon credits ONEXP’s success to the specialists who live the company’s core values of ownership, no-nonsense, and excellence (ONE). “It’s that genuine dedication and passion for technology that clients feel,” he says.

For many owners and crew, this visible commitment is what defines the company. “ONEXP delivered exceptional results, from planning to commissioning on our 70-metre-plus AV/IT refit,” says Kane Spalding, ETO on a 70-metre-plus yacht. “Their ongoing support and aftersales service have been first-class – proactive, fast, and discreet. In every respect, ONEXP’s bespoke service sets the standard for AV/IT integration and service in the yachting industry.”

Crucially, feedback loops between service and new build ensure real-world experience feeds directly back into design, integration, and future innovation.

Training and what comes next

Training is embedded from pre-delivery onwards. CTOs are invited to Rotterdam for hands-on sessions, followed by continued support during commissioning and throughout the yacht’s operational life. Looking ahead, ONEXP is developing the next generation of support infrastructure, including a dedicated portal designed to bring together service, communication, and client feedback, while allowing clients greater involvement in ongoing product development.

As the fleet continues to grow, ONEXP’s focus remains unchanged: long-term relationships built on trust, expertise, and presence on board. Follow ONEXP to stay up to date with future developments, innovations, technology, and get a view behind the scenes of the team delivering it all.