Maximising instrument uptime with Sercon Service
Unplanned instrument downtime is a challenge in today’s busy labs with project deadlines to be met. Regular instrument maintenance is crucial in minimising instrument breakdowns and foreseeing future issues before they become problems to the lab.
Sercon’s service contracts are designed around a customer’s instrumentation, applications and training needs. The benefits are numerous, whether the contract is taken out when the instrument is first installed or when an upgrade or repair is undertaken on an older machine.
Installation and Service Manager Simon Moseley talks about how his team deliver on Sercon’s service offering: “Our service team get to know individual customers and their set ups, making it easier for both parties to resolve issues quickly and efficiently. And of course, regular servicing, planned in well in advance, plays a role in preventing issues and facilitating planned research programmes,” he explains. “Our service team spend their working lives travelling the world to deliver first class service, upgrade and training programmes for customers using our instruments across 6 continents.”
Remote support is a great way to deal with smaller issues and, like just like our onsite service, customers almost always talk to someone they already know who can resolve many queries over the phone or via remote access.
The time built into a Sercon service contract, depending on need, covers service, upgrades and troubleshooting, and can be used flexibly depending on circumstances.
Of course our service teams are also called out to instruments not covered under service contracts, and we will always do our best to support these in a timely fashion. However, just like buying service and breakdown cover for your car, there is much peace of mind in knowing you have our team behind you to help prevent issues in the first place, and to get you back up and running quickly in an emergency!
It’s worth noting that service plan customers get a significant discount on consumables purchased through Sercon’s online shop, and that, for some, this alone covers the cost of their service contract. Interested? Get in touch!
