We are committed to the success of all our customers, from small labs to multi-site organizations. No matter your application or area of focus, our robust global infrastructure, innovative service products, and unparalleled expertise will support you every step of the way.
With Thermo Fisher Scientific as your partner in service, you will never face a technical challenge alone. No matter which market-leading service you select, our global team of 1,000 highly trained individuals are ready to respond and keep your system running optimally.
When you choose a Thermo Scientific service agreement, you gain access to our market-leading service infrastructure. Our global logistics team manages spare part warehouses across the world, quickly expediting shipments to your site when needed. Local technical support teams provide troubleshooting and escalation assistance, and applications experts are available to assist with training and ramping up new workflows. Additionally, our Service Innovation Team continuously invests in analytics, service intelligence and new service delivery methods that help us transform your service experience.
At Thermo Fisher Scientific, our approach to service is personal. You are not just our customer; we are your partner in service—we take pride in ensuring your success. We will meet you where you are and work hard to help you achieve the results that are important to you, so that you get the most out of your investment.
Delivering support wherever you are
We are committed to supporting our customers through a variety of methods, including phone support and remote troubleshooting.
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Customers with a current Thermo Scientific service agreement can register for Remote Access Program for Interactive Diagnostics (RAPID) now.
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We have always offered world-class service with dedicated field service engineers, comprehensive support packages, high-quality spare parts, and fast response times. To best support your success now and into the future, we are integrating digital and connected elements into our service packages to facilitate proactive service, reduce barriers to entry, and deliver enhanced visibility into system health and productivity.
Whether we are delivering integrated solutions to increase your momentum onsite, via remote troubleshooting, through our Scientific Workflows App, or side-by-side with an Applications Engineer, our unique relationship with you remains at the forefront. This is the future of service. This is Connected Care.
Within our Connected Care segment of services, we offer a variety of portfolios targeted to your unique needs. From Site Preparation services, that set up your facility for success, to Accelerate and Advance packages, that provide comprehensive support during the warranty period and beyond, our next-level services combine the very best of technology-driven support and hands-on care.
For researchers in the life sciences using the Cryo-EM Single Particle Analysis workflow, our Accelerate and Advance portfolios offer intensive on-site and remote support throughout the lifetime of your workflow. During the warranty period, our Accelerate service includes workflow validation and the support of our Customer Success Manager, who will help plan your installation, coordinate resources, and ensure you are set up for success.
For researchers in the life sciences, our Accelerate and Advance portfolios deliver step-by-step support as you implement cryo-tomography into your lab. Whether you are integrating a Thermo Scientific Aquilos 2 Cryo-FIB instrument to complement your cryo-TEM or you are implementing an entire workflow, our team of experts will set you up for success. During the warranty period, our Accelerate service includes workflow validation and the support of our Customer Success Manager, who will help plan your installation and coordinate resources.
With Accelerate and Advance services for Materials Science FIB SEM, our team of applications engineers will help you gain expertise on lamella preparation or another application of your choosing, so you can make the most of your small DualBeam system every day. Across the warranty period and beyond, Accelerate and Advance for Materials Science deliver system remote monitoring and quarterly consulting to provide visibility into your system and continuously optimize your workflow outcomes.
Accelerate Rx and Advance Rx, together with the Thermo Scientific Krios Rx Cryo-TEM, deliver a highly reliable solution to drive operational excellence and accelerate structure-based drug discovery in your lab. From the moment you purchase your Krios Rx instrument, our team delivers intensive support to validate your iSPA workflow as well as to train and empower your users.
With the Thermo Scientific Site Preparation Service portfolio, you will gain a competitive advantage by optimizing your system’s surroundings. Whether you are debating the placement of one specific system in your lab or developing a brand-new facility from the ground up, our environmental engineering experts will provide analysis and recommendations to minimize environmental interference and maximize system performance.
Over the last decade, Thermo Fisher Scientific has invested heavily in our global spare part and technical infrastructure to support our semiconductor and electronics customers. Whether you are based in San Jose or Shanghai, our strategically located spare part warehouses allow field service engineers to immediately access the parts needed to keep your system running optimally.
Our world-class services for materials science were developed to facilitate your success and that of your users. Whether you prefer technology-driven support that facilitates fast troubleshooting or a comprehensive offering that provides unlimited on-site service and spare parts, our service experts will match you with a package that respects your budget and delivers uncompromised value.
Our services for the life sciences empower you at each stage of your system’s lifecycle, helping you realize the maximum value of your investment. The variety, quality and scope of services we offer are unmatched in the industry and will provide you with exceptional outcomes.