The TEC (Technical Engineering Center) is the first line of service for Thermo Fisher Scientific contract and warranty customers, providing immediate phone access to an advanced level of support from our Certified Technical Service Engineers (TSEs). With a single call, you can get the assistance you need to resolve many types of technical problems with your Applied Biosystems™, Invitrogen™, and Ion Torrent™ instruments:
When your equipment is mission critical, you can't afford downtime. That's why we design and build our instruments for maximum reliability. However, regardless of whether you need an instrument qualification, verification, routine preventive maintenance, or in the unlikely event you do have trouble with one of our instruments, we are committed to getting you back online as quickly and easily as possible. When you contact our Technical Engineering Center (TEC), you can be sure that the Technical Service Engineer you speak with has the expertise to efficiently diagnose and solve your instrument’s problem.
In many cases, our TSEs are able to solve your technical problem over the phone, without having to dispatch a Field Service Engineer (FSE). However, if the problem does require on-site support, your Technical Service Engineer will work with the FSE to coordinate the repair so that you get back online as soon as possible.
Each Technical Service Engineer has experience in the field servicing and repairing Applied Biosystems, Invitrogen, and Ion Torrent instruments. Through formal courses, seminars, annual certifications, and even rotations back into the field, TSEs keep their knowledge and skills up to date in order to keep up with the ever-changing challenges of your laboratory environment. That’s why they can quickly determine over the phone whether the problem can be solved with simple instructions or whether field support will be necessary. In addition to their unparalleled technical expertise and instrument knowledge, all TSEs are certified by Dell Inc. to troubleshoot and help provide timely resolution to issues you may have with your Applied Biosystems, Invitrogen, and Ion Torrent instrument’s computer workstation. This helps further ensure maximize availability and productivity of your systems.
Our Certified Technical Service Engineers are also the first line of response through our Remote Monitoring and Diagnostic Service. With this service Thermo Fisher Scientific remotely and proactively tracks critical system parameters over the Internet on your Applied Biosystems, Invitrogen, and Ion Torrent instruments to rapidly identify potential problems before they affect your lab’s efficiency. Our automated Remote Monitoring system alerts our TSEs in our Technical Engineering Center (TEC) when a situation arises that could lead to instrument downtime. Remote Monitoring allows a TSE to preemptively contact you, remotely diagnose the problem, and take action before an instrument fails. If a Field Service Engineer (FSE) needs to be dispatched, the TSE ensures they will arrive with the correct parts to get the job done.
Ask for the Technical Engineering Center (TEC)
For more information or to reach the TEC team, contact the Thermo Fisher Scientific Instrument Customer Service Team via: