Tecan offers outstanding service to US customers

A dedicated service team has now been established to visit customers on-site throughout the US. Restructuring and recruitment of new specialist service personnel means that Tecan’s detection instrument customers in the US can now look forward to on-site servicing of their microplate washers and readers, scanners and hybridization stations.

This convenient and cost-effective approach for customers ensures minimal downtime and eliminates the need to revalidate their instruments. At the same time, the help desk service has been enhanced with improved response times across the entire product range, so that customers get the expert help they need in a timely manner.

Craig Williamson, Tecan’s director of Services and Consumables for the Americas, explained the changes: “We have streamlined the whole services division, putting service staff where they are most needed. We have also incorporated sales staff into the services organization for the first time, to provide our customers with better access to our comprehensive consumables range. Customers call the central helpdesk, and we are now in a position to offer a rapid on-site response from the most appropriate engineer to deal with customer needs.