In safe hands. Ongoing technical support and training can be a major concern for ... customer sites and the provision of
PARTNERING
In safe hands Ongoing technical support and training can be a major concern for laboratory instrument providers looking to outsource development of new platforms. Can the OEM supplier provide sufficient training for engineers and applications specialists? Will ongoing support be available for the lifetime of the instrument? And what happens if in-house engineers can’t fix a problem?
Training in this kind of low pressure environment is invaluable as a service engineer.
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TECAN JOURNAL 2/2016
PARTNERING
Effective routine maintenance and
the technical training necessary to
together and aligned correctly, and
responsive technical support are vital
install, service and repair it.”
that the differing maintenance and
for clinical laboratories, ensuring correct
calibration requirements for each system
and efficient operation of equipment
Mohammed Mattar, Customer Service
are adhered to. It really has been very
and allowing the laboratory to provide
Supervisor at Siemens Egypt, added:
comprehensive; our trainer – Roger
timely turnaround of results. As a
“Most of our training is provided by
– has been very open, answering all
result, all major healthcare equipment
other engineering staff from within the
our questions in a logical way, and has
providers have dedicated service
global Siemens service organization, but
provided the level of insight we need to
organizations that are responsible
Tecan runs a dedicated training program
effectively support this system.”
for both the upkeep of equipment at
for the Quadriga BeFree at its global
customer sites and the provision of
headquarters in Männedorf, Switzerland.
Mohammed Mattar continued: “Training
expert technical and application support
This ensures we have the appropriate
in this kind of low pressure environment is
when required. Although most of these
knowledge and technical understanding
invaluable as a service engineer, giving you
organizations will provide in-house
of the platform, and gives us a chance
the opportunity to get hands-on and really
training for their application specialists
to draw on the company’s many years
explore an instrument with the assistance
and service engineers, this may not
of experience for troubleshooting any
of a knowledgeable trainer. This helps
always be possible when instruments
issues we may encounter.”
you to develop a picture in your head
are designed and manufactured by a third-party OEM provider.
of how the machine works – and what Shawqi Mohammed Ibrahim, Field Service
issues there could be – before you get to
Engineer & Healthcare Informatics
a customer site, where the customer is
Siemens Healthineers has a long-standing
Specialist from Siemens Saudi Arabia,
obviously keen to get the instrument back
relationship with Tecan’s Partnering
took up the story: “The training is divided
online as quickly as possible.”
Business, working with the company to
into a theoretical element and hands-on
provide advanced liquid handling and
work with the instrument. The theoretical
logistics solutions to complement its
section gives an overview of the system
To find out more about Tecan’s
advanced diagnostic testing product
– looking at the important parts, what
OEM solutions, visit
portfolio. The Quadriga BeFree®
they do and how they work – then the
System is an example of how this
practical section covers how to install
partnering.tecan.com
approach benefits customers, offering
and set up the machine, as well as how to
seamless integration of a sample
troubleshoot, strip and rebuild the various
processing module with up to three
modules. As this platform is connected
BEP® III Systems to provide an effective
with our BEP III Systems, it is also very
high throughput solution for blood
important that everything is connected
To learn more about Siemens Healthineers, go to www.healthcare.siemens.com
donor screening. Frontline support for this platform is provided through Siemens’ global service network, with expert technical back-up from Tecan’s engineering and application Expertline team if an immediate solution cannot be found. Based on Tecan’s advanced liquid handling know-how, the Quadriga BeFree includes a number of technologies not found on other instruments in the Siemens portfolio, requiring the company’s engineers to undertake specific training to ensure effective product support. Mohammed Fatouh, IB & Service Process Manager at Siemens Egypt, explained: “Although the Quadriga BeFree has been on the market for a number of years, this platform has not been available in Egypt until now. Our sales team was keen to offer this instrument to new and existing customers – ensuring we maintain our leading position in the market by providing complete automated solutions
Left to right: Mohammed Mattar, Shawqi Mohammed Ibrahim and Mohammed Fatouh at Tecan’s
– and so it was vital that we undertook
Männedorf training center
TECAN JOURNAL 2/2016
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