6 Signs it’s time for a new vendor

A lab’s success depends on many factors—from instrument quality to efficient operations— including being partnered with the right vendor. A vendor is more than just a supplier. They should provide you with a high-level quality of support in maximizing the lifespan and performance of your systems, reducing downtime, enhancing ROI and more. How do you know if you’re partnered with the right one? Here are six signs it might be time to find someone new.?

Sign #1: They are not an original equipment manufacturer (OEM) service provider

When you’re working in an environment where peak efficiency matters, it’s critical that you can get the support or supplies you need quickly. Who better to provide you with that support than the instrument manufacturer? Acting as your go-to for all your operational needs, they offer a comprehensive selection of specific products and services such as instruments, consumables, maintenance, software, support and repairs. If your lab is still sourcing from multi-vendor providers, it might be time to consider switching. Having a provider like SCIEX that can streamline your requests with one call will save time so you can focus on discovery and what needs to get done.

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As an OEM service provider, we offer:

• A knowledgeable team of experts in service, sales, applications and technical support
• Cost-savings for services such as installation, deinstallation, moves, maintenance, repairs, qualifications, compliance and more
• Full-service system contracts for complete life-cycle management
• A centralized, simplified procurement and communication process
• Consistent quality and standards
• An extensive selection of software and hardware plans

In this video, see how we are well-equipped to help our customers achieve their goals.

Sign #2: They don’t carry OEM parts

Quality parts are crucial to helping an instrument run at its peak performance. When a part needs to be repaired or replaced, you want to be sure it’s reliable and long-lasting. OEM parts are often preferred over third-party options because they’re produced by the original manufacturer to the same specifications as the original components. Check out the perks of sourcing OEM parts from us:

• Quality: High-performing and durable
• Compatibility: Made with the same materials and process for proper fit and functionality
• Warranty coverage: Broad coverage for financial protection and expected performance
• Regulatory requirements: Produced under strict quality control and compliance-tested
• Streamlined diagnostics: Easier troubleshooting known parts
• Supply: Full inventory ready to ship immediately, reducing downtime

Check out this video to see how we’re committed to our customers productivity with genuine, OEM-approved parts:

Sign #3: Their field service team is underperforming

Your standards for operation are high, and the same should go for your field service team. Since your productivity relies on efficient operations, you need a dependable, experienced field service team to keep instruments in tip-top shape and running at their best.

What makes a great field team compared to a good one?

• Ongoing training: Our team undergoes a 4-step training program with biannual certification
• OEM-certified: High quality repairs for long-term performance
• Guaranteed response: 190+ SCIEX engineers in the U.S. readily available for minimal downtime
• Life-cycle support services: From procurement, and installation to decommissioning and everything in-between
• Faster resolution: Quicker to identify issues and provide solutions with our in-field escalation process

Learn how our field team keeps our customers running in this video:?

Sign #4: They don’t offer options for remote support

Imagine encountering an issue with your instrument and resolving it before it leads to downtime – even if you’re not in the lab. With advances in technology, specialists can identify and address problems faster than ever without needing to step foot in the lab.

We offer a variety services to keep things running without interruption. They include:oh ye

• Real-time instrument monitoring from anywhere
• Instant notifications of potential problems for immediate action
• Innovative technology like augmented reality for visualized assistance
• Firmware and hardware upgrades for optimal performance

See the ways we assist our customers with remote tools in this video:

Sign #5: They lack workflow support options

One way to keep bottlenecks and downtime to a minimum is to optimize your workflows. If you’re passionate about driving results, you need to have the right outcomes. A quality vendor will work with you to get a deeper understanding of your unique needs and collaborate to build and tailor methods to your application area.

We offer:

• Support in developing new methods and optimizing existing ones
• Educational opportunities like workshops, seminars, webinars and articles
• Support choosing the right instruments
• Onsite or virtual introductory and advanced training courses
• Tailored expertise from 46+ SCIEX application specialists in the U.S.

Check out this video to see how we provide stellar workflow support for outstanding results:

Sign #6: They don’t ensure a sustainable return on investment (ROI)

ROI is a critical benchmark in measuring the success of a business. Running a lab is a significant investment and to ensure a sustainable ROI, it’s necessary to maximize operations and have the correct instruments to drive continuous growth for success. With the right resources, you can keep financials flowing in the right direction.

These are ways we enable a sustainable ROI:

• Efficient and accurate implementation timelines
• Workflow support for reduced bottlenecks and increased competitive operations
• Meet evolving research needs with continuous, innovative improvements and upgrades
• Preventative maintenance for higher productivity
• Smooth transitions to new instruments with personalized upgrade paths
• Various teams with expertise to quickly resolve issues
• Instrument trainings for more effective use

See how we help customers maintain a sustainable ROI in this video:

By understanding the key qualities that distinguish a top-tier vendor, you can make informed decisions that contribute to your laboratory’s success and sustainability. If you’re interested to learn more about how we can support your journey, connect with our specialists at (508) 383-7700.

For more reasons why to choose SCIEX as your service provider, visit our service and support page.

Posted by

Michael Wonski

Mike is a Regional Director for the Americas Service at SCIEX and has over 37 years of experience in mass spectrometry and customer support. Mike started as a Field Service Engineer with a degree in Electronic Engineering supporting SCIEX instruments starting with our first commercially available LC-MS models, the API 1 & API 3. Mike, being one of the founding members of the SCIEX LC-MS service team, understands the value of OEM service and workflow life-cycle partnership. He has been instrumental in helping build our world-class support organization as a District Manager, Technical Operations Manager, Medical Device Compliance Officer and Regional Director with domestic and global associations.