Product Support Plans Azenta Life Sciences' world class service team is committed to ensuring you meet your business objectives by providing a flexible portfolio of service products designed to optimize up-time and productivity. Whether you are seeking training, maintenance, service, spares packages or compliance support, Azenta Life Sciences has the solution to meet your needs. Place a Request Jump to: Key BenefitsSupport PlansExpert TeamAdditional Support ServicesContact DetailsPlace a Request Key Benefits Azenta Life Sciences service & support solutions allow you to: Support Plans Automated Cryo Storage Support Plans Off Azenta Life Sciences offers Automated Cryo Storage Support Plans to support your needs; these packages have been structured to offer flexibility so you can choose a package that suits you Instrument Support Plans Off Azenta Life Sciences offers Instrument Support Plans to support your needs; these packages have been structured to offer flexibility so you can choose a package that suits you Automated Storage Support Plans Off Azenta Life Sciences offers standard Automated Storage Support Plans to support your needs; these packages have been structured to offer flexibility so you can choose a package that suits you Horizontal Scroll Off Expert Team Azenta Life Science service organization is a dedicated team of experts that will help you from delivery and installation through to operation and maintenance. Our specialists are available to support, consult and train you and your team. Enjoy the benefit of our experts: Installation Engineers – a dedicated team of installation experts that specialize in the installation of your system Technical Support Engineers – global multilingual experts are a phone call away to provide assistance and help troubleshoot your system Customer Service Engineers – field experts located throughout the world ready for dispatch to provide maintenance/repair on-site Software Engineers – a team of software experts in infrastructure, data management, operation and integration provide remote support to optimize performance of your system Meet the team Meet a few of our dedicated and passionate Service Team members, click on a tile to learn more. Connor Crofts Connor Crofts What is your job title? Field service engineer. This only covers the one aspect of my job though. As well as working out in the field I am also expected to provide remote customer support via the service helpdesk, email, telephone, any other way the customer can reach me! What is your background and training for this position? Before working for Azenta, I was in the Royal Air Force for nearly 11 years working as an avionics aircraft technician. I joined that job straight out of school at 16 and was put through a large part of my technical training whilst in the RAF. During my time I worked on 3 very different aircraft types and was also asked to deploy to several very different parts of the world, including 2 different deployments to Afghanistan, Oman, as well as trips to the US, Asia, and parts of Europe. One of my career highlights was whilst working on the C-17 aircraft when it was used at a flying hospital to get severely wounded soldiers back to the UK for emergency surgery as quickly as possible. After around 7 years in the RAF I was promoted to aircraft supervisor (Corporal, in military terms). Whilst in this rank I oversaw a team that carried out deep maintenance and upgrades of the Puma helicopter. When in this role, I was also able to complete further electrical and electronic qualifications on my own time. What do you enjoy most about the position? The thing I enjoy most of all is working with the rest of the service team. We have a small group and that means we end up working together quite often. Therefore, we would form good relationships. The travel is also a big part of the reason I enjoy my job so much, and these 2 things combine nicely when (COVID notwithstanding) we can take walks around a foreign city and have some food/drinks in the evening after work. Because we have sites all over the world, it also means I get to interact and work with people from different countries on a weekly basis and that is really rewarding. What do customers appreciate/expect from the Azenta Service and Support team? From my first day working with the team I have witnessed that people go out of their way to ensure that the customer is left happy with the service provided. Engineers are always willing to do whatever it takes to provide quality customer service, whether that means working late, travelling last minute, or dealing with unexpected changes of plans. I try to follow the lead of the people who have shown me this and pass this ethos on to others. Because of this, I think most customers I have interacted with feel that they can rely on the service team to get them out of any problematic scenario they end up in. What is the craziest travel story you have, trying to serve a customer? The craziest travel story I have hasn’t happened yet. However, I am travelling to Doha, Qatar to service a customer that we have been unable to reach for over 12 months due to travel restrictions. Access to the country is only allowed after carrying out a 7-day quarantine inside a hotel upon arrival, therefore I will be locked away for a week with zero access to anywhere but my hotel room. Once we have completed the quarantine, we will be in the country for 2 weeks to carry out a servicing and some other repairs. Feel free to add more to your story! I’d just like to reiterate how important the support of the rest of the service team has been in allowing me to become a useful member of the team in such a short space of time. My colleagues are always on hand to provide information and technical help if I need it, no matter how busy they are themselves. Everybody on the service team carries the same attitude and it really does mean we are able to provide high quality customer support at every juncture. I have been tasked with bringing our latest new hire up to speed and I try to pass that same attitude on to him. Heather Skaar Heather Skaar What is your job title? Director of Global Field Service Operations, located in Chelmsford, Massachusetts. What is your background and training for this position? It was completely by chance that I got into field service initially. After graduating from college with a degree in Mechanical Engineering, I started as a Field Service Engineer where I installed, qualified, repaired and maintained PECVD and CVD equipment used in semiconductor manufacturing. After several years in the field, I was fortunate to take the customer application knowledge I learned and an understanding of serviceability and service support strategy and applied it to the development of new products and product upgrades while part of the Hardware Engineering team at the same organization. Since I have always sought out new experiences and new challenges, after my time as a Mechanical Engineer, I held roles in Project Management, Supply Chain Management, Account Management and Business Operations, but I realized I missed working directly with customers so when an opportunity opened up, I joined the Azenta’s Field Service organization. What do you enjoy most about the position? There is nowhere else in the business you get to see such a direct impact on the customer. Additionally, it requires so many different skillsets to keep the business running, successful, while keeping our customers happy. It’s complex and challenging and no two days are the same. But, maybe most importantly, is having the opportunity to be surrounded by a team who I learn from and can support, so they can then enable our customers to discover, test, and deliver new medicines or therapies. How have you seen the evolution of automation during your time at Azenta? Coming from the highly automated semiconductor industry it was a surprising to see that many Life Science labs relied heavily on manual operations. However, over the last several years, automation has increasingly complimented our customer’s work, allowing them to focus on more value-added activities. As an example, I’ve seen customers go from one piece of automated equipment to now having several pieces of equipment integrated together in a workcell, along with recent interest in mobile robots to help increase accuracy and efficiency. Additionally, we are also now seeing the application of technologies to automate field service solutions or support. With tools like predictive maintenance and mobile field service applications, field service organizations will be positioned to anticipate customer needs more quickly and increase efficiency. Being witness to the evolution over the last few years has been fascinating; I’m excited to see where the next leap takes the industry. What do customers appreciate/expect from the Azenta Service and Support team? In general, I believe all customers share the same expectations. They want to be heard and for us to really understand their needs or pain-points. Customers expect us to be responsive and have proactively communicate with them. And, also, customers desire an effortless but personalized experience. The Azenta Service team is committed to doing what it takes to provide our customers with solutions to their problems. It’s not unusual for the team to take phone calls after hours, travel last minute, extend stays, or quarantine to support or enable our customer’s success. It’s this commitment that I believe, customers appreciate most. This commitment and drive are also what I appreciate most about the service team as well. Chloe Donovan Chloe Donovan What is your job title? Global Service Contract Management Administrator. What is your background and training for this position? I have worked in both Software & Manufacturing sectors prior to joining the Azenta Service Team. I feel this enables me to bring a wealth of expertise to my role. I started my Administration career in the Technical Office of McGuffie Brunton, which supplied MRP solutions to a wide range of businesses. When I was 22, I then decided to leave the UK for the sunshine of Australia where I spent an amazing year enjoying the hustle and bustle of Sydney and later exploring all of what the East Coast had to offer. I then returned to the UK in 2002 and relocated to London. I worked for the Professional Services Team at Aspect Software as a Resource Planner to 60 Field Service Engineers, deploying innovative Call Centre Solutions to Banks and Airlines globally. Following this, I then took on the role as Sales Administration Manager at Martin Audio, who manufactures Pro Audio equipment. If you have ever been to festivals such as Glastonbury, Rock in Rio or Bottlerock USA, it will have been Martin Audio’s systems providing the sound. In 2017, I returned back to Manchester and started work at Azenta in the Service Team. During this time I have worked in Order Management, Resource Planning, and now I work with the Azenta Customer Base organizing the Service Contracts globally for Consumables & Instruments (including 4titude), Cryo, and Automated Stores. What is something you would like to highlight about the Azenta Service Team? The Azenta Service Team is a fast-paced environment and we will always strive to give our customers the highest level of support. Knowing the Azenta Service Team have been working and supporting organizations such as the University of Oxford, AstraZeneca & Pfizer during the Global Pandemic really does give you a sense of pride in what we do. Gemma McAllister Gemma McAllister What is your job title? Technical Support Engineer. What is your background and training for this position? I worked as a Customer Support Engineer for 3 years providing support to customers on their devices and robotic system. Prior to that my background is in industrial control systems and I worked as a minor projects and support engineer designing, installing, and supporting distributed control systems. What do you enjoy most about the position? I enjoy the challenge you get with a customer support. Each day provides a different challenge as customers have individual needs and processes which affect the support they require. What is your favorite product? My favorite product that I have worked on is the XPeel as the concept behind it is very simple, but it solves a very important issue in our customers workflow. Although the product I would most like to work with is our Automated Stores as I love automation and robotics. What do customers appreciate/expect from the Azenta Service and Support team? Our customers expect a high level of service where they are kept up to date on the progress of their issue and are provided with a robust and reliable solution. Tiffany Holmes Tiffany Holmes What is your background and education level? I received my B.S. in Electrical and Computer Engineering from Worcester Polytechnic Institute, as well as my M.S. in Systems Engineering from Johns Hopkins University. I spent the first 8 years of my career working in the defense industry focusing on system requirements, integration, and test activities. I then joined Azenta as the lead Test Engineer for the Cryo Engineering team in 2014. I initially focused on System Requirements, Design Verification and Reliability Testing on our initial product launch. Later, I continued to expand my role across additional products and into project and functional management. Can you describe the level of engineering at Azenta Life Sciences from the perspective of being a leader in the Engineering team? There is no shortage of projects within the Azenta Life Sciences Products Engineering Team, which includes both Cryo Products and Consumables & Instruments. We develop novel technologies and are in some very exciting spaces (e.g. Cell and Gene Therapy). Currently we are prepping a massive project to go through the PDI process and ultimately launch. We are supporting more than 6 variants of the BioStore™ III Cryo, an OEM clinical storage product, customized instruments and are in the process of testing/releasing 3 new instruments. Customer satisfaction is paramount to our team. We take each input seriously and implement design updates to provide the customer with top notch solutions. These items are always top priority to ensure that our products meet expectations. The engineering team has collaborative relationships with many customers allowing us to fully understand their needs to ensure we provide best in class solutions. What is the best part of being an engineer at Azenta Cryo Division? I am so fortunate to work with such a collaborative and diverse team. Our team dynamics are like none other I have worked with and I so enjoy the camaraderie. Couple that with new and exciting technology and an opportunity to have a positive impact within the world of Life Sciences it’s truly an enriching experience both professionally and personally. What has been the most rewarding product you have worked on and why? The most rewarding product has been the BioStore™ III Cryo. It was my first project at Azenta and really planted my feet within this team. I have been able to experience bringing a concept to reality and successfully launching it. It allowed me opportunities to grow as both an engineer and a leader. It brought me to customers I would not have otherwise had a chance to meet and really appreciate how this technology will support them and their objectives. Biagio Cautilli Biagio Cautilli What is your job title? Field Service Engineer. What is your background and training for this position? I started my career in automation as a shop Technician at VAIA Technologies. They specialized in making machine vision inspection systems. I was responsible for wiring, assembling and testing these systems and prepping them for FAT. I excelled at this position and ended up having installations and field service added to my responsibilities. Prior to working in automation, I worked in the automotive industry modifying high end cars doing fabrication and modifying the electronics. What do you enjoy most about the position? There are multiple aspects that I enjoy. I like traveling and seeing places I wouldn’t normally choose to go to. I enjoy the ever-changing challenges that come with the job. It is never boring or monotonous. I get to meet a wide range of interesting people. How have you seen the evolution of automation during your time at Azenta? I see that we are always striving to update and improve our products. What do customers appreciate/expect from the Azenta Service and Support team? I think our customers appreciate the level of communication and the dedication that we commit to make our products work for their needs. Our customers expect our work as intended and improve their work flow. They expect low downtime, quick response time and knowledgeable people to answer their questions. Chris Glenn Chris Glenn What is your job title? I started working at Azenta in January 2017 as an EU Service Manager, supporting Automated Stores products. I then moved to a Global Service Director in January 2020, supporting Global Service operations. What is your background and training for this position? I have Electronic/Electrical Engineering and 30 years of Service Management experience based at various locations globally. Supporting customer facing operations and large Cap Ex installations and sustaining opportunities for a large Global Semiconductor Equipment Manufacturer based out of Silicon Valley, California. What do you enjoy most about the position? I enjoy operating and working in a fast pace growth industry within Life Sciences. I am involved in customer engagement, solving customers high value problems, and leading a highly motivated and customer focused team. I am excited to onboard & introduce new team members on our journey. How have you seen the evolution of automation during your time at Azenta? Significant Quarter on Quarter growth has been extremely positive both financially and expansion of our product portfolio and product diversification, like my experience of the tech boom of the late 80’s and 90’s. Exciting times are ahead! Which product feature are you most excited to highlight and demonstrate to customers upon install? I guess all products and how Azenta can offer & deliver factory wide turnkey solution across the whole lab environment solution. What location are you working from? Are you going into work everyday or staying home due to COVID? I am currently based from home, but I am employed out of the Manchester UK office. I have been grounded since July 2020 with very limited travel. This has been the longest, continuous period for me being at home in 25 years. Feel free to add more! Coming into Azenta from a long career in Semiconductors was an easy choice to make based on the opportunities and growth it presents. I have never failed to deliver to our new customers, environment, people, challenges, and opportunities. It’s been a tremendous journey, I challenge you to become part of the Azenta Life Science experience…!!! John Partridge John Partridge What is your job title? Customer Support Engineer. What is your background and training for this position? I went to college for mechanical engineering technology. Before Azenta, I worked for a machine vision and automation integrator providing custom products for the food, automotive and electronics industries. I find that I use computer, mechanical, electrical, and troubleshooting skills daily, truly a modern-day jack of all trades. What do you enjoy most about the position? I enjoy the relationships that I’ve made with my customers during my time at Azenta. I like to understand their lab processes, and how Azenta products fit into their workflow and help them get the best experiences possible. What do customers appreciate/expect from the Azenta Service and Support team? Customers expect and receive timely, friendly, professional, knowledgeable service from Azenta staff. I may not always have the answers to every question that my customers may ask, but they appreciate that I will find the proper resource at Azenta and provide the appropriate solution in a timely manner. How have you seen the evolution of automation during your time at Azenta? During my 7 years at Azenta, I’ve been excited to see an increase in speed, capacity of the automation and increased flexibility of the user interface on the automated stores. I’m excited to see our systems improve in the future as we provide feedback constantly to engineering for the Constant Improvement Process. What is the craziest travel story you have, trying to serve a customer? My direct flight from Boston to San Diego had to stop in Denver for fuel. Midflight an announcement came over the PA on the flight declaring that we had to make a “tech stop” in Denver. The plane landed, a gas truck pulled up to where the plane was parked alongside the runway filled up the plane and we took back off again for San Diego. I looked up the phenomenon after we landed safely in San Diego and found out that the 3000-mile trip is just about the maximum range of an Airbus 320 and if there is enough of a headwind “tech stops” are needed. Additional Support Services Training – improve up-time and increase your team’s skill set and efficiency with onsite training classes that cover operations and error recovery Validation Support Services – ensure compliance requirements are met with Installation Qualification, Operational Qualification, and Process Qualification (IQ-OQ-PQ) of your Azenta Life Science equipment Customized Upgrade Solutions - extend the lifetime of your system with standard or customized upgrade solutions based on your specific equipment configuration Equipment Repair/Refurbishment – have your device or instrument repaired or refurbished/upgraded at one of our repair sites throughout the world Equipment Relocation – expert disassembly and re-installation of your system should you need to relocate your system to new premises Contact Details Contact Technical Support Global email address: Service.Products@Azenta.com Regional phone numbers: Service North America +1 800 379 7221 Service Europe +41 31 770 7373 +44 161 777 2107 Service Japan +81-45-477-5570 (ext. 24) Place a Request Request an Expert Consultation Want to learn more about these support plans? 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Automated Cryo Storage Support Plans Off Azenta Life Sciences offers Automated Cryo Storage Support Plans to support your needs; these packages have been structured to offer flexibility so you can choose a package that suits you
Instrument Support Plans Off Azenta Life Sciences offers Instrument Support Plans to support your needs; these packages have been structured to offer flexibility so you can choose a package that suits you
Automated Storage Support Plans Off Azenta Life Sciences offers standard Automated Storage Support Plans to support your needs; these packages have been structured to offer flexibility so you can choose a package that suits you