Getting Your Instrument Back Online May Just Be a Call Away

The Remote Service Center is the first line of service for Life Technologies contract and warranty customers, providing immediate phone access to an advanced level of support from our Certified  Service Engineers. With a single call, you can get the assistance you need to resolve many types of technical problems with your Applied Biosystems®, Invitrogen™, and Ion Torrent™ instruments.

  • Talk to Certified Service Engineers for quick support
  • Solve instrument-related problems faster and easier
  • Increase instrument uptime
  • Lower your total cost of ownership
  • Get on-site support quickly when you need it

The Expertise You Need When You Need It

When your equipment is mission critical, you can't afford downtime. That's why we design and build our instruments for maximum reliability. However, in the unlikely event you do have trouble with one of our instruments we are committed to getting you back online as quickly and easily as possible. With the Remote Service Center, you can be sure you are getting the expertise you need to solve whatever technical problem you encounter.

In many cases, our specialists are able to solve your technical problem over the phone, without having to dispatch a field service engineer. However, if the problem does require on-site support, your Certified Service Engineer will work with the Field Service Engineer to coordinate the repair to get you back online as soon as possible.

Each Certified Service Engineer has at least 15 years of experience in the field servicing and repairing Applied Biosystems®, Invitrogen™, and Ion Torrent™ instruments. Through formal courses, seminars, and even rotations back into the field, Certified Service Engineers keep their skills up to date, their certifications current, and their knowledge of the challenges you face fresh. That’s why they can quickly determine over the phone whether the problem can be solved with simple instructions or whether field support will be necessary. In addition to their unparalleled technical expertise and instrument knowledge, all Certified Service Engineers are certified by Dell Inc. to troubleshoot and help provide timely resolution to issues you may have with your Applied Biosystems®, Invitrogen™, and Ion Torrent™ instrument’s computer workstation. This helps further ensure maximize availability and productivity of your systems.

Certified Service Engineers also work with our Applications Technical Support team to provide our customers with assistance and troubleshooting for Applied Biosystems®, Invitrogen™, and Ion Torrent™ applications and reagent kits.

Remote Monitoring and Diagnostics Service—An Unbeatable Combination

Certified Service Engineers are also the first line of response through our Remote Monitoring and Diagnostic Service. With this service, we remotely and proactively track critical system parameters over the Internet to identify potential problems before they affect your lab’s efficiency. Our automated systems alert Certified Service Engineers when a situation arises that could lead to instrument downtime. This preemptive monitoring allows a Certified Service Engineer to remotely diagnose the problem and take action before an instrument fails. If a Field Service Engineer needs to be dispatched, the Certified Service Engineer ensures they arrive with the correct parts to get the job done.

Ask for the Remote Service Center

No one knows your Applied Biosystems®, Invitrogen™, and Ion Torrent™ instruments better than the people who designed, built, and installed them. Don’t trust your service or repair needs to anyone less than the best. The Remote Service Center is available in North America from 5:00 a.m. to 5:00 p.m. Pacific time. For more information or to reach the Remote Service Center, contact the Life Technologies Instrument ​Customer Service Team via email at instrumentservices@lifete​ or by telephone at 800 955 6288 option 3, then option​1. (toll free in US only)