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Optimizing Electron microscope performance with advanced remote technical support
In today's fast-paced technological environment, the need for efficient, reliable, and expert technical support is more critical than ever. Fully integrated into our processes and backed by an advanced suite of digital tools, our Remote Technical Support (RTS) is an essential part of a modern service ecosystem, resolving technical issues promptly, minimizing downtime, and optimizing productivity.
Remote technical support tailored for unique industry challenges
At the core of our Remote Technical Support is a commitment to customer satisfaction. We understand that each industry has unique challenges and requirements. Our support services are tailored to meet these specific needs, helping to ensure personalized and effective solutions.
Our team comprises seasoned professionals with extensive experience and expertise across various technological domains. Our specialists are certified and continuously trained to stay abreast of the latest advancements in their respective fields. This helps to ensure that we can provide top-tier support and innovative solutions to complex technical problems. Our expertise spans across:
- Semiconductor—Addressing intricate issues with analytical instrumentation used to support chip manufacturing and design.
- Pharmaceutical—Helping to ensure the integrity and performance of critical laboratory equipment.
- Scientific research—Supporting advanced research instruments and methodologies.
- Material sciences—Assisting with the optimization and maintenance of analytical tools.
Leveraging advanced tools for enhanced electron microscope service
Our Remote Technical Support leverages advanced digital tools and technologies to enhance our service delivery.
- Diagnostic software—Our Remote Technical Support engineers use advanced diagnostic software to rapidly identify technical issues, perform in-depth analyses, and apply effective solutions—often before you experience system disruption.
- Communication platforms—Integrated real-time chat and video conferencing tools, enhanced with augmented reality (AR), allow for rapid problem identification and on-screen guided support, improving clarity and speed of resolution.
- AI-enhanced knowledgebase—A robust, searchable library of technical documentation empowers our teams with immediate access to troubleshooting guides, procedural references, and recovery plans. This accelerates response times and enhances consistency across service interactions.
RTS teams use a range of secure screen-sharing, remote access, communication, and diagnostic tools to quickly understand and resolve customer issues. By selecting the most appropriate option for each situation, they ensure fast, accurate, and customer-focused support.
Read more about select tools used to help resolve issues and keep you productive:
RAPID (Remote Access Program for Interactive Diagnostics) is a service program that gives instrument users remote support from Thermo Fisher Scientific. The program provides access to Remote Technical Support engineers and application specialists through a robust VPN connection. RAPID reduces the time to solve problems, helping enable instruments to be up and running at all times. With the consent of the user, a trained RTS member can perform several actions using RAPID:
- Take over the instrument screen remotely to provide the required support
- Run service test software and diagnostics on instrument
- Optimize instrument performance
- Check and modify Instrument settings
- Patch and upgrade software
- View instrument images
You can invite a specialist from Thermo Fisher Scientific to a RAPID support session from anywhere in the world, reducing the time to troubleshoot problems.
LogMeIn Rescue (LMIR) provides our Remote Technical Support team with a flexible tool to help solve issues. The following are some of the standout features of LMIR:
Easily start a session—Initiating support sessions is straightforward, minimizing downtime.
Screen sharing—Facilitates real-time diagnosis and troubleshooting by allowing RTS to see exactly what you are experiencing, with the option for you to enable the technician to take control of the session and assist with troubleshooting hands-on.
Connect to a camera—Enables RTS to view the equipment through the your camera for more accurate problem identification.
Annotate on screen—RTS can mark up the screen to guide you through complex procedures.
Compatible with smart glasses—Enhances the remote support experience, particularly in hands-on environments.
Improving customer experience and speed of trust
LMIR significantly improves your experience and builds trust by providing more intimate interactions. The ability to see what you are seeing accelerates the understanding of issues, problem identification, diagnosis, and resolution. LMIR offers two options: One-Time Link or Remote Desktop capabilities, allowing the RTS specialist to provide directions and guidance in real-time video. The platform also includes chat and voice capabilities for enhanced communication.
General process
The general process for using LMIR Rescue Remote Support involves the following steps:
- Session creation—The RTS creates a session and provides a PIN to the customer.
- Session establishment—Once the session is established, the RTS specialist can perform various tasks, including recording the session, taking screenshots, transferring files, running diagnostics, viewing the user’s screen, assisting by control, and seeing what the end user sees through their camera.
- Enhanced interaction—The RTS specialist can annotate on the screen with Rescue Lens or Live Lens to view past session histories and utilize AI chat/screen translation for communication regardless of language.
Unique Error Code Viewer for TEM instruments
UEC (Unique Error Code) Viewer is a service application that allows you to share error codes at the point of instrument malfunction with our team of remote support engineers.
Effective engagement for rapid issue resolution
Through effective engagement between our teams and customers, we are able to resolve up to 35% of issues remotely. This success rate is further enhanced when digital tools are utilized, achieving resolution in up to 45% of remote issues. When remote resolution is not possible, our team of remote experts provides detailed information and diagnostics to our field teams, helping to expedite on-site recovery and minimize downtime.
Our service request process
You can submit a service request via phone, email, or service web form. Contacting us via phone will have the quickest response. Emails and web form requests are within hours during the business day (email and web requests submitted outside business hours will be opened on the next business day).
Routing
Based on your platform choice, your request will route to the first available Remote Service Engineer, who will assist you with your service need.
Diagnosis and resolution
We will open a call, document your experience, perform a diagnosis, and try to resolve the issue. If available, remote tooling will be used to expedite understanding, verification, and resolution.
If onsite assistance is required, the RTS Engineer will provide diagnosis information, recommended actions, parts, and additional documentation to our field service team to continue support when they arrive on-site.
Before contacting us, be sure to have:
- Serial # of your instrument
- Clear description of the incident or technical question you have
Technical support that delivers speed, precision, and peace of mind
No matter what you need, our Remote Technical Support delivers speed, precision, and peace of mind. Backed by Thermo Fisher Scientific’s global network of experts, we help you reduce downtime, maximize performance, and stay focused on what matters most—your research.
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