Like you, we are actively monitoring the latest news about the spread of SARS-CoV-2 and its impact. From remote tools to online training, we are evolving our instrument support for Applied Biosystems, Invitrogen, and Ion Torrent instruments to help keep your lab up and running.
How our technical support has been impacted
Our technical support teams are still here for you, just as they always have been. Get help with product selection, usage, or troubleshooting across our portfolio of products, including our SARS-CoV-2 related products.
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How our on-site visits have changed
You can still count on our manufacturer-certified field service engineers for help, however they can. Our team follows all local and customer travel guidelines for on-site visits, as well as our own hygiene protocols to help protect everyone’s safety.
Submit an instrument repair request ›
How your instrument service coverage has changed
Instruments perform at their best when they stay active. Our service terms have not been impacted, ensuring your instruments have a service plan when it is more critical than ever. Instruments on contract are prioritized in our repair queue, so we highly recommend securing coverage to help minimize instrument-related delays.
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Instrument installation and training: what to expect
Don’t let installation concerns delay your new instrument purchase. Our field service engineers still install and qualify all new instruments that cannot be installed by our customers. Online video conferencing is also being used to connect your team with our instrument training experts, wherever you are.
View our current online training courses ›
Remote resolution with augmented reality tools
To help minimize instrument downtime due to government and travel restrictions, we are now expanding access to our AR remote support tool, regardless of contract status. This immersive, real-time collaboration tool can help identify and possibly resolve issues remotely in minutes, helping to eliminate the need for on-site repairs that could keep you idle for days.
Explore our digital service innovations ›
Minimize instrument-related test delays
The more instrument uptime in your lab, the faster you can deliver results. Build the service plan that’s right for you, and help keep your instruments up and running.
A message from our team
Dale Patterson, Vice President, Global Services and Support
The battle against SARS-CoV-2 has impacted all of us in ways we could have never imagined, and without a doubt we are all experiencing or preparing for what our new normal will be. Despite the uncertainty that surrounds us, I want to reassure you that we remain focused on enabling our customers’ success and keeping our employees’ safety top of mind while we operate with a renewed sense of urgency.
Thermo Fisher Scientific is playing an active role to partner with our customers around the world to increase testing for SARS-CoV-2, and our service and support teams have responded admirably to address related, time sensitive requests for instrument installations, qualifications and repairs, as well as application training and troubleshooting. As a result of the current environment, we have deployed our business continuity plans to minimize customer impact and employee risk. Specifically, we are leveraging existing digital capabilities that allow us to provide remote service and support when travel may not be possible while in many cases delivering increased uptime. We have also provided our customer facing employees with personal protective equipment and reinforced safety guidelines when visiting customer sites.
Our company’s Mission is to enable our customers to make the world healthier, cleaner, and safer, and our service and support organization is more empowered than ever to make this a reality. Customer success is in our DNA, and we are here for you before, during, and well beyond this pandemic as we return to our new normal.
We are proud to share how our teams are making this happen every day, working above and beyond the call of duty and making us all very, very proud. Look for these stories in the future as part of our Service and Support Hero Spotlight.