March 2022

Lab instruments services and support

Failure to select a manufacturer approved service plan option for lab instruments can be a costly error for lab procurement managers, often resulting in premature equipment failures, voided manufacturer’s warranties, and expensive repairs or replacements. So, by the time a customer reaches out to their supplier for help– the damage has already been done and downtime is inevitable.

 

Thermo Fisher Scientific’s services and support team understands that downtime on important scientific work is not an option. With more than 40 years of experience fine tuning lab services and support programs, Thermo Fisher Scientific have created an unparalleled offering than combines remote tools, on-site and off-site support, in-depth training, and OEM expertise.  

Combining this extensive experience with close working relationships with lab managers and procurement officers, Thermo Fisher Scientific’s services and support team has been working to help customers identify and understand the risks and uncertainty that can come with improper service planning for their lab instruments. 

By encouraging customers to select a proactive care offering that will provide priority repairs, scheduled planned maintenance, and qualification services, our services and support team has been delivering maximised uptime in the lab. 

Using on-demand tools and capabilities such as Smart Help and Remote Support; augmented reality technology; and instrument-driven support; Thermo Fisher Scientific have developed a comprehensive lab instruments services and support program. 

The services and support program includes a premium tiered system of on-site, off-site, remote tools, and digital offerings that include ongoing assistance from Thermo Fisher Scientific’s "Guardians of Science" team of field service engineers, scientists and application specialists. The Guardians of Science have been enlisted to protect the integrity of instruments and keep labs running smoothly by offering ongoing support to customers who are looking to protect their most important pieces of equipment from inception to completion of their scientific projects. 

The Digital Services and Support Ecosystem gives customers with a premium service and support plan access to a wide range of digital and remote support platforms across a network of 2000 field application specialists. 

In fact, up to 70% of instrument services and support are resolved using our suite of digital and remote options such as Mobile Augmented Reality (AR) Support, Remote Monitoring and Diagnostic Services, Smart Help and Remote Support, and the Instrument Connect Platform available for iOS, Android, or desktop.   

With a selection of premium full-service lab equipment services packages to choose from – Premier, Essential, and Tech Direct– customers have the ability to tailor their service plans to the specific requirements of each application. From there, customers can confidently rely on our superior service and support to guide them throughout the duration of ownership to optimise the performance of their lab equipment. 

Thermo Fisher Scientific has made it their mission to guarantee customers that their investments are covered with premium protection plans – ultimately, maximising their uptime, reducing the cost of ownership, and extending the life of their lab instruments. 

No matter what the application, Thermo Fisher Scientific’s services and support team is already one step ahead when it comes to protecting a lab’s most valuable assets, and above all else– protecting the science. 

To consult with one of our experts, contact the services and support team today.

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