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Electron microscope maintenance
Comprehensive maintenance enhanced by technology
At Thermo Fisher Scientific, our digital capabilities enable us to be more agile and proactive in how we support your instrument. Leveraging data and remote technologies enables us to expand our service reach, deliver an accelerated response, and optimize your system’s uptime and performance.
Our worldwide team of 1,300 service professionals is ready to assist you with technical issues or other service inquiries. Their goal is to expediently resolve any issue that might arise with your instrument. To help us meet this goal, please follow this process when requesting service support. This will ensure your call is documented correctly and accurately routed.
Call routing process
When service is needed, you can directly call our team of Remote Technical Support Engineers in your region. Your Remote Technical Support Engineer (RTS) will open a ticket in our system and will work with you via phone consultation and RAPID, if available, to troubleshoot your system and attempt to resolve the issue.
If the RTS determines on-site support is needed, the call will be dispatched to the primary Field Service Engineer for follow-up within our committed response time. Once service is complete, you will receive a Field Service Report that outlines the service performed on your systems by the engineer.
Ways to open a call
There are three ways you can open a service call: email, phone, or web form. Whichever method you use, please have the following information ready to help us respond quickly and efficiently to your service issue:
- Username
- Phone number
- Company name
- System serial number
- Is the system down? (Y/N)
- Time of day issue occurred
- Description of issue
Many customers prefer to place a service request via email because they can submit it at any time of the day and copy others in their group, including their primary engineer. This provides everyone with another layer of tracking and serves as a pass-down within their group. (Please note, email requests made outside of contract hours will be opened on the next business day.)
Learn more about digital and remote elements of our services:
RAPID (Remote Access Program for Interactive Diagnostics) is a service program that gives instrument users remote support from Thermo Fisher Scientific. The program provides access to remote technical support engineers (RTS) and application specialists through a robust VPN connection. RAPID reduces the time to solve problems, allowing instruments to be up and running at all times. With the consent of the user, a trained RTS can perform several actions using RAPID:
- Take over the Customer Instrument screen remotely to provide the required support
- Run service test software and diagnostics on Customer Instruments
- Optimize Customer Instruments performance
- Check and modify Customer Instruments settings
- Patch and upgrade software
- View Customer Instruments images
You can invite a specialist from Thermo Fisher Scientific to a RAPID support session from anywhere in the world, reducing the time to troubleshoot problems.
RAPID is available as part of most Thermo Fisher Scientific service agreements for Life Sciences, Materials Science, and Semiconductor.
For technical questions regarding the setup and infrastructure of RAPID, send an email to MSD.rapidsupport@thermofisher.com.
RAPID support personnel are available to discuss security issues and help with the necessary network configurations.
Customers with a current Thermo Scientific service agreement can register for RAPID now.
“RAPID is probably the biggest thing we go to first…that has helped us so much, and in a lot of cases we can resolve things right away.”
Teresa Sawyer, Oregon State University
In today's fast-paced scientific and industrial environments, access to expert remote electron microscopy (EM) services has become increasingly crucial. These services allow customers to leverage the expertise of seasoned professionals without the need for on-site visits, significantly enhancing the efficiency of their operations. By providing immediate access to specialized knowledge and advanced diagnostic tools, remote EM services ensure that complex issues can be addressed promptly and accurately. The integration of remote EM services enables customers to maintain a competitive edge by ensuring that they can swiftly overcome technical challenges and continue to innovate without interruption.
Remote Technical Support Engineers
Our global Remote Technical Support Engineer (RTS) team is comprised of trained professionals who open tickets and work with customers to troubleshoot and attempt to resolve issues. They leverage system data and remote technologies to expand service reach and deliver an accelerated response. The following statistics highlight the efficiency and effectiveness of our RTS team:
- 46,000 customer interactions to-date (2024)
- 24,000 corrective maintenance tickets opened year-to-date
- Voice calls are answered in an average of 53 seconds
- 78% of voice traffic received is answered in less than 30 seconds
- Average length of call is 42 minutes
Variety of tools available
Our RTS teams utilize numerous tools to provide the best possible service to our customers:
- RAPID secure screen-sharing service
- LogMeIn Rescue (LMIR): One-Time Link or Remote Desktop
- TeamViewer (stand-alone)
- MS Teams (customer-initiated)
- Unique error code (UEC)
- FaceTime
- WeChat (China only)
- Images only
- DAR/Health Monitor (system parameter reports)
The RTS selects the most appropriate tool based on the specific call and customer requirements.
LogMeIn Rescue (LMIR)
LogMeIn Rescue (LMIR) provides our Remote Technical Support Engineer team with a flexible tool to help solve customer issues. The following are some of the standout features of LMIR:
Easily start a session—Initiating support sessions is straightforward, minimizing downtime for the customer.
Screen sharing—Facilitates real-time diagnosis and troubleshooting by allowing RTSs to see exactly what the customer is experiencing, with the option for the customer to enable the technician to take control of the session and assist with troubleshooting hands-on.
Connect to a camera—Enables RTSs to view the equipment through the customer's camera for more accurate problem identification.
Annotate on screen—RTSs can mark up the screen to guide customers through complex procedures.
Compatible with smart glasses—Enhances the remote support experience, particularly in hands-on environments.
Improving customer experience and speed of trust
LMIR significantly improves the customer experience and builds trust by providing more intimate interactions with the customer base. The ability to see what the customer is seeing accelerates the understanding of issues, problem identification, diagnosis, and resolution. LMIR offers two options: One-Time Link or Remote Desktop capabilities, allowing RTSs to provide directions and guidance in real-time video with the customer. The platform also includes chat and voice capabilities for enhanced communication.
General process
The general process for using LMIR Rescue Remote Support involves the following steps:
1. Session creation—The RSE creates a session and provides a PIN to the customer.
2. Session establishment—Once the session is established, the RTS can perform various tasks, including recording the session, taking screenshots, transferring files, running diagnostics, viewing the user’s screen, assisting by control, and seeing what the end user sees through their camera.
3. Enhanced interaction—The RTS can annotate on the screen with Rescue Lens or Live Lens to view past session histories and utilize AI chat/screen translation for communication regardless of language.
Security
We support a continuously improving security program model that is focused on reducing risk, defending against threats, maintaining data privacy, and protecting confidential information. We have implemented safeguards and procedures designed to help protect company users and platforms while using Rescue Remote Support. System access is secured through a combination of authentication and access controls.
Authentication—RTSs sign into accounts using a Thermo Fisher Scientific-controlled enterprise single sign-on solution that utilizes password complexity requirements and multifactor authentication to help guard against unauthorized access.
Access controls—We review and approve application access requests for account activations or deactivations and assign appropriate user roles and permissions for remote support technicians. Account privileges are restricted by default to limit access to remote customer support sessions.
Supporting you through the life of your instrument
The importance of fast service response cannot be overstated. Our Remote Technical Support Engineers use a variety of tools, including LogMeIn Rescue, to support customers and help solve their issues as quickly as possible. By leveraging these advanced remote support technologies, we ensure that our customers can continue to innovate and maintain a competitive edge in their respective fields.
We invite you to experience the future of remote electron microscopy support with our dedicated RTS team and the powerful tools at their disposal.
Unique Error Code Viewer for TEM instruments
UEC (Unique Error Code) Viewer is a service application that allows you to share error codes at the point of instrument malfunction with our team of remote support engineers.
System Remote Monitoring is included in all Accelerate and Advance service packages, available for Single Particle Analysis, Cryo tomography, iSPA, and FIB SEM workflows. Through this service, our technical experts can monitor critical system parameters. If anomalies are detected, our service team will quickly respond to maintain system uptime and prevent disruptions.
“We use the Monitoring System to discover the problem and then we have faster response from an engineer on-site to fix the problem.”
Peiyi Wang, SUSTC
The Connected Care Portal is a secure, web-based portal that delivers insights about system health, productivity and more, so you can confidently achieve more with your instrument every day. The Connected Care Portal is also included in all Accelerate and Advance packages for Single Particle Analysis, Cryo tomography, iSPA, and FIB SEM workflows.
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