Instrument Services & Support

Services and Support Overview

Your instruments are essential to your research—and keeping them running at their best shouldn’t be a challenge. We offer a full suite of service plans designed to protect your investment, minimize downtime, and maintain peak performance beyond the instrument warranty period. Whether you need comprehensive, full-coverage support or a flexible plan focused on repair and maintenance essentials, we have an option that fits your workflow. Every plan includes an annual preventive maintenance (PM) visit, and all are backed by expert technicians committed to keeping your instrument — and your research — moving forward.

Platinum at Purchase

Platinum at Purchase offers exceptional value by delivering uninterrupted Platinum-level service from the moment your instrument is installed. The plan enhances your first-year warranty to full on-site Platinum coverage and continues with a 12-month Platinum service contract, ensuring two years of top-tier support.

Platinum

Platinum coverage provides on-site repair labor, travel, and parts, plus an annual preventive maintenance visit. First-tier priority ensures rapid response and minimal downtime.

Gold

Gold coverage includes on-site repair labor and travel, plus an annual preventive maintenance visit. Repair parts are quoted and purchased separately.

Silver 

Silver provides an annual on-site preventive maintenance visit. All repair labor, parts, and travel are quoted and purchased separately.

Depot

Depot service provides mail-in repair support including repair labor and parts, plus an annual depot PM. Shipping both ways is included. 

Field Service Engineers (FSEs)

Our Field Service Engineers provide expert, hands-on support to keep your instruments performing at their best. Services include: 

• Installation & Qualification: Professional installation, configuration, and qualification to ensure your system is set up correctly and operating as intended. 
• Preventive Maintenance: Routine inspections and preventive care to maximize system reliability, performance, and uptime. 
• Troubleshooting & Repairs: Rapid diagnosis and resolution of hardware issues to restore functionality and minimize disruption. 
• On-Site Technical Support: Instrument relocations, software upgrades, and general on-site assistance to support evolving system and performance needs.

Field Application Scientists (FAS)

Our FAS team offers expertise to help you optimize and apply your instruments to your research workflows. They provide scientific support and application-related guidance, including: 

• Training & Education: Delivering in-depth training on instrument operation, best practices, troubleshooting, and experimental workflows. 
• Application Support: Advising on experimental design, instrument settings, and data analysis to achieve research goals. 
• Advanced training: Transforming your team from basic users into confident experts.

Technical Support Teams (TS)

Our TS Instrument team specializes in remote troubleshooting and providing guidance on product usage and application support. Their services include: 

• Resolving instrument-related issues via phone, email, chat, or virtual support. 
• Providing software assistance and troubleshooting. 
• Offering guidance on assay development, consumables, reagents, and accessories for optimal instrument performance.

Self Initiated Training 

Bringing on new team members? Looking to expand your instrument usage?

The Bio-Techne Academy is your gateway to continuous learning. Explore new-user training with certification, expert workshops, tips and best practices, and a dedicated Owner’s Center packed with key instrument documentation. Registration is simple, free, and open to all users.

Want to access the benefits of R&D Systems technology without owning an instrument?

Locate a Certified Service Provider near you!