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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.”
Tecan (www.tecan.com) is a leading global player in the Life Sciences supply industry specializing in the development, production, and distribution of advanced automation solutions enabling pharma and academic research, diagnostics, food and veterinary research as well as forensics. Through its REMP subsidiary (www.remp.com), Tecan is the leading supplier of compound and sample storage, management and logistics solutions. Tecan clients are pharmaceutical and biotechnology companies, university research departments and diagnostic laboratories. Founded in Switzerland in 1980, the company has manufacturing, research and development sites in both North America and Europe and maintains a sales and service network in 52 countries. In 2005, Tecan achieved sales of CHF 344.9 million (USD 275.9 Mio.; EUR 222.5 Mio.). Registered shares of Tecan Group are traded on the SWX Swiss Exchange (TK: TECN / Reuters: TECZn.S / Valor: 12100191).
Tecan US, Inc.
4022 Stirrup Creek Drive Suite 310
Durham NC 27703
T +1 919 361 5200
Toll free in the US: +1 800 TECAN or +1 800 832 2687