Service Plans: Frequently Asked Questions

Like a car, a home, or any other expensive investment– lab equipment and instruments are assets that fluctuate in value depending on how well they are maintained. By planning ahead for servicing and maintaining lab equipment and instruments, customers have the ability to proactively protect assets that are critical to the success of their scientific work.

Thermo Fisher Scientific’s lab services experts offer comprehensive preventative maintenance plans that aim to increase instrument uptime by optimising performance and efficiency, keeping equipment qualified and compliant, and ultimately, reducing total cost of ownership.

Utilising local engineering services risks voiding a manufacturer’s warranty if serviced incorrectly. Thermo Fisher’s Field Service Engineers (FSE) are OEM-trained and factory-certified to install, maintain, qualify, and repair all of the equipment and instruments in our portfolio. Our FSE team have access to latest factory routines, genuine factory parts direct from manufacturers, and the latest software updates.

In addition to this, Thermo Fisher’s service contracts deliver a 50% faster response time and a 30% greater reduction in downtime than a third-party engineering service or relying on factory warranty.

We’ve got your back. Let our lab services experts support your life-changing work.

Explore our service plan options today.

We offer three tiers of service and support plans: Tech Direct, Essential, and Premier.

Our services and support capabilities include the following:

• Priority service from our Field Service Engineers (FSE)
• Planned and preventative maintenance services
• Urgent repairs and maintenance
• Parts, labor, and travel costs
• Computer repair and replacement
• Priority support through phone, email, and online, including remote diagnostics and repair services
• Service history and site management reviews
• Optimisation and calibration services
• Training and upskilling solutions with Field Application Specialists (FAS)
• Access to online learning resources/knowledge hub

For more information, please contact a lab services expert

Depending on application requirements, planned maintenance included in all our service and support plans will be performed at a minimum annually. Some instruments may require quarterly or more frequent services.

For more information, please contact a lab services expert

For planned maintenance services, all parts and labor are included with every service plan. For additional parts and labor, costs vary based on your service plan level. On our Tech Direct service plan, additional parts and labor are available at a 10% discounted rate. While our Essential and Premier plans include all additional parts and labor free of charge.

Our engineers carry commonly used parts in their service vehicles brought out to site. We also have central spare parts storage for commonly used and critical spare parts in Scoresby, Victoria and Auckland, NZ. Additional spare parts are ordered from Thermo Fisher Scientific’s network of distribution centres.

Parts held in our central warehouses are shipped overnight if the request is placed before 2pm. Imported parts* are shipped regionally with an expected shipping time of up to 14 days.

*Please note that the impact of COVID-19 on global supply chain networks may increase lead times on spare parts.

Generally, no. We have trained engineers located in the metro areas of New South Wales, Victoria, and Queensland. However, additional travel costs may apply for more remote travel locations.

For more information, please contact a lab services expert

Yes. Our engineering support staff offer in-class, remote and online training, on equipment, general maintenance, and specific applications.

For more information, please contact a lab services expert

Yes. Customers on a service plan have access to our online learning resources and knowledge hub.

For more information, please contact a lab services expert

Depending on your service plan, priority response times will vary:

• Tech direct service plan – 4 business days
• Essential service plan – 2 business days
• Premier service plan – next business day

Explore our service plan options today.

Yes. All our engineers are OEM-trained and factory-certified on compliance and calibration. The reference instruments they use for taking measurements and calibration are traceable to ISO standards.

We’ve got your back. Trust your needs to the company that designs, builds, tests, and supports your systems.

Contact us today.