The OptiRun service residency program offers an on-site service presence to support continuous manufacturing

Our OptiRun service residency program is a manufacturing solution for maintaining multiple pieces of equipment when instrument-based service contracts are insufficient. Ready access to qualified service experts for multiple instruments minimizes downtime and negative effects on your bottom line.

Your on-site service expert streamlines communications and protocols and develops a deep understanding of your needs. Rapid response and repair become a seamless part of your workflow.

Bioprocess challenge
A broken equipment service system

A leading multinational pharmaceutical company operating over 100 pieces of GE Healthcare Life Sciences equipment on its Boston-based campus implemented a service residency program to support its workflow.

Equipment service issues were previously addressed by a third party. Team members requesting service opened a purchase order (PO) which was then processed by the third party. The third party opened a second PO before contacting GE Healthcare to order necessary parts and complete the repair.

This multi-step process lacked both transparency and efficiency. A seven-business-day turnaround time for a total repair solution resulted in unprecedented equipment downtime.

Customer support solution
From unprecedented downtime to 99% uptime

The OptiRun service team developed a custom service residency program to address challenges in downtime, turnaround time, accountability, and employee bandwidth.

Sal Lombardo, a dedicated on-site OptiRun field technician, now provides a single point-of-contact and serves as a strategic partner for our client. Sal has a degree in computer science, six years of equipment experience, and an enthusiasm for problem solving – along with spare parts in his truck and the promise of same-day repairs.

Learn more

Achieved outcomes

OPERATIONAL

A single point of contact for service means speed and efficiency when addressing issues, whether through a quick phone call for trusted advice or a short visit to the lab with spare parts in the truck. A 99% first-time fix rate has put user and equipment productivity at an all-time high. Red tape and slow turnaround are things of the past.
 
 

SCIENTIFIC

Through regular maintenance and user education, Sal has halved mechanical issues since the start of the agreement. This has freed up users to focus on scientific breakthroughs, not breakdowns. Should a complex issue occur, Sal can collaborate seamlessly with an OptiRun application specialist to define the problem and swiftly execute a solution.
 
 

FINANCIAL

With 99% uptime, our client can accurately forecast and meet the highest revenue goals. The service residency contract also optimizes for cost when it comes to other customer needs. Sal manages all installations and updates from start to finish, and maintains the equipment for consistent, long-term performance, maximizing its longevity.
 
 

OptiRun quick links

optirun-support-engineers-configuring-akta