Achieve your operational goals
Invest in peace of mind with a Thermo Scientific Product Support Agreement (PSA) for your X-ray inspection systems, checkweighers, and metal detectors. Our PSA delivers the services you need, tailored to your individual requirements, including proven preventive maintenance, certification services, and genuine, high-quality spare parts. With a global network of factory-trained service engineers and support staff, we deliver measurable benefits:
- Product safety compliance
- Productivity and process efficiency improvement
- Minimum downtime, fewer breakdowns
- Reduced maintenance, longer equipment life, maximum ROI
- Optimal equipment performance
The PSA typically includes elements such as preventive maintenance, certification services, access & response, recovery assistance, and other exclusive benefits available only to PSA customers.
All components degrade over time. Our scheduled, on-site preventive maintenance (PM) program is designed to maximize the life of your food inspection equipment through proper and frequent maintenance services. Our engineers are highly experienced and trained to detect potential problems and will work with you to take the necessary corrective action. This will help you to improve productivity, reduce the cost of ownership, and manage your annual budget over the lifetime of the equipment. PM services can include the following:
- Audit of each product inspection instrument included in the PSA
- Review the performance of each instrument
- Conduct stability tests of each instrument
- Check health and condition of electro-mechanical components
- Perform instrument safety checks
- Check computer software and configurations
- Identify components needing replacement
- Take corrective action for any issues identified
- Replace worn or damaged parts if included in the PSA or available on-site
- Review spares usage and recommend ongoing stock levels
- Provide certified calibration services
- Develop action plan to maximize accuracy and availability of each instrument
- Train staff on basic operation and maintenance tasks
- Back up system software
- Document and review results with key stakeholder
Access and response services
Hardware or software malfunction, operator errors, or accidents can occur despite all preventive efforts. Our access and response services are available to PSA customers for diagnosing and resolving issues as quickly as possible. Our access and response service typically includes:
- Remote technical support. Our highly trained technical support staff is available by phone, email, or by remote broadband connection into the instrument.
- Field service engineering team. Our factory-trained and certified field service engineering staff provides specific site and application knowledge to back up the technical support team. They are available for on-site dispatch to provide preventive maintenance service and resolve issues as required.
- Field service management team. The field service management team supports the field service and technical support team if escalation of an issue is required. They also help to ensure an exceptional customer experience in all phases of our service.
- Research and development team. Our global R&D teams are always available to assist the technical support and field service staff in situations that are complex or require system modifications or design enhancements.
Recovery assistance
Most reported issues can be diagnosed and resolved remotely by our team of technical support engineers. When on-site intervention is necessary, our team of field service and application engineers are ready to be dispatched as soon as possible. Priority will always be given to PSA customers. PSA customers that have emergency recovery services and spare parts coverage will receive the quickest response and no additional charges.
Other exclusive benefits
PSA customers get access to a variety of exclusive benefits besides priority scheduling and dispatching. Discount on services like Product Assurance Services and Solutions (PASS), spare parts discount, system upgrades, daily labor rate and travel rate are just some of the exclusive benefits that are only available to PSA customers.
Let us help you achieve your goals with our PSA services.
As the OEM, our spare parts are specifically designed for your Thermo Scientific product inspection instruments. Our factory-supplied replacement parts provide the same level of quality, fit, and high performance as the original part that came with your instrument. It also retains your warranty. For critical operation, an inventory of spare parts is recommended for use in emergency situations and to ensure fast recovery from failures. Replacement parts can be purchased through our online parts store or by contacting your local customer service hotline.
Our certifications services help to demonstrate that your metal detectors, checkweighers, and X-ray inspection systems are working properly and performing to specification. Certification services can be used to pass internal company audits, customer audits, or external audits by regulatory agencies.
Technical support is your first line of defense to quickly diagnose and resolve issues with your food inspection products. Our highly knowledgeable technical support team is factory-trained and certified to help whenever needed. Technical support is available through both phone and by remote broadband connection into the instrument. We are here to help in any way we can so please contact us.
| Region | North America |
| Business hours of operation | Mon.–Fri. 7:30 a.m.–4:30 p.m. (CST) |
| Phone number | +1 800 227 8891 Select option 2 for technical support |
| Technical support email address | ts.pimn@thermofisher.com |
| Product lines | Metal detectors, checkweighers, X-ray inspection, online analytics |
Why Choose a Thermo Scientific Service Agreement?
All components degrade over time. Our scheduled, on-site preventive maintenance (PM) program is designed to maximize the life of your food inspection equipment through proper and frequent maintenance services. Our engineers are highly experienced and trained to detect potential problems and will work with you to take the necessary corrective action. This will help you to improve productivity, reduce the cost of ownership, and manage your annual budget over the lifetime of the equipment. PM services can include the following:
- Audit of each product inspection instrument included in the PSA
- Review the performance of each instrument
- Conduct stability tests of each instrument
- Check health and condition of electro-mechanical components
- Perform instrument safety checks
- Check computer software and configurations
- Identify components needing replacement
- Take corrective action for any issues identified
- Replace worn or damaged parts if included in the PSA or available on-site
- Review spares usage and recommend ongoing stock levels
- Provide certified calibration services
- Develop action plan to maximize accuracy and availability of each instrument
- Train staff on basic operation and maintenance tasks
- Back up system software
- Document and review results with key stakeholder
Access and response services
Hardware or software malfunction, operator errors, or accidents can occur despite all preventive efforts. Our access and response services are available to PSA customers for diagnosing and resolving issues as quickly as possible. Our access and response service typically includes:
- Remote technical support. Our highly trained technical support staff is available by phone, email, or by remote broadband connection into the instrument.
- Field service engineering team. Our factory-trained and certified field service engineering staff provides specific site and application knowledge to back up the technical support team. They are available for on-site dispatch to provide preventive maintenance service and resolve issues as required.
- Field service management team. The field service management team supports the field service and technical support team if escalation of an issue is required. They also help to ensure an exceptional customer experience in all phases of our service.
- Research and development team. Our global R&D teams are always available to assist the technical support and field service staff in situations that are complex or require system modifications or design enhancements.
Recovery assistance
Most reported issues can be diagnosed and resolved remotely by our team of technical support engineers. When on-site intervention is necessary, our team of field service and application engineers are ready to be dispatched as soon as possible. Priority will always be given to PSA customers. PSA customers that have emergency recovery services and spare parts coverage will receive the quickest response and no additional charges.
Other exclusive benefits
PSA customers get access to a variety of exclusive benefits besides priority scheduling and dispatching. Discount on services like Product Assurance Services and Solutions (PASS), spare parts discount, system upgrades, daily labor rate and travel rate are just some of the exclusive benefits that are only available to PSA customers.
Let us help you achieve your goals with our PSA services.
As the OEM, our spare parts are specifically designed for your Thermo Scientific product inspection instruments. Our factory-supplied replacement parts provide the same level of quality, fit, and high performance as the original part that came with your instrument. It also retains your warranty. For critical operation, an inventory of spare parts is recommended for use in emergency situations and to ensure fast recovery from failures. Replacement parts can be purchased through our online parts store or by contacting your local customer service hotline.
Our certifications services help to demonstrate that your metal detectors, checkweighers, and X-ray inspection systems are working properly and performing to specification. Certification services can be used to pass internal company audits, customer audits, or external audits by regulatory agencies.
Technical support is your first line of defense to quickly diagnose and resolve issues with your food inspection products. Our highly knowledgeable technical support team is factory-trained and certified to help whenever needed. Technical support is available through both phone and by remote broadband connection into the instrument. We are here to help in any way we can so please contact us.
| Region | North America |
| Business hours of operation | Mon.–Fri. 7:30 a.m.–4:30 p.m. (CST) |
| Phone number | +1 800 227 8891 Select option 2 for technical support |
| Technical support email address | ts.pimn@thermofisher.com |
| Product lines | Metal detectors, checkweighers, X-ray inspection, online analytics |
