Whether you are in contact with us by phone, email, on-site visits, or through our innovative Instrument Management tracking site, we are committed to giving you a rapid response. When an instrument goes down or there is a question about the data generated, we will be there to support you.
Rely on our service and support organization to maximize your lab's productivity
Our Field Service Engineers (FSEs) are certified on instrument platforms through a rigorous four-step certification program, which they maintain through a re-certification process every two years. FSEs must complete factory authorized training and demonstrate excellence in proficiency by successfully completing a thorough on-site skills assessment with a qualified certifier. This program helps to ensure that you receive the most efficient, highest-quality, and up-to-date service available.
Take advantage of our one-of-a-kind specialist network
Our integrated network of technical experts—including regional and territory specialists—is designed to serve as a valuable technical resource to support both our Field Applications Scientists (FASs) and FSEs with off-site and, if necessary, on-site support to keep your lab functioning at peak efficiency.
Our Technical Assistance Scientists (TAS) provide immediate phone access to an advanced level of support based on their high level of training. With a single call, you can get the assistance you need to resolve a wide range of technical problems.
When a problem requires a field visit, our FASs will be involved. With a strong combination of both specialized technical knowledge as well as lab experience, they will guide and assist you with your workflow and analysis.
How does this specialist network benefit you?
- It helps to ensure that you always receive the most efficient, highest-quality service and support available
- It speeds the resolution of challenging repairs through rapid access to regional and local territory specialists
- Our local territory specialists reduce response and service time with close support of your FSE