Working smarter with OptiRun™ View

Field service engineer Robert King shows us how customer success starts with a resourceful and supportive service team. The result? Happy customers and a service team that’s getting better all the time.

A hospital in Dublin had a Sepax™ 2 cell separation system that required preventive maintenance (PM) when travel to the area was restricted. Normally, service engineers trained to work on Sepax™ systems would fly into Ireland to perform the PM, as this is the only system in Ireland.

Instead, John Dineen, my service manager, realized that even if people couldn’t travel, equipment could! He organized for a Sepax™ cell separation training system to be flown to my home in Ireland.

John organized for virtual PM trainings with Joe Timperley, a Sepax™ product trainer in the UK. This allowed me to become comfortable with the Sepax™ system, as I had never seen it before. Once I became comfortable with the PM using the training system in my home, I felt confident about doing the work at the customer’s site.

We decided to use our OptiRun™ View augmented reality platform with smart glasses, so that Joe could see what I saw and provide support while I carried out the PM. This gave me great confidence, and Joe’s support was outstanding. I was working in a small cleanroom lab, and the customer desk was straight in front of the system on the other side of a window, so I felt a bit of pressure. But the customer was very happy with the system PM and the technology, both at the time of service and when I followed up with them the next week to make sure the system was working properly.

I’ve used OptiRun™ View with the smart glasses headset for some complex jobs. Customers have been impressed with the technology and with how we’ve used it to deliver expert service anywhere it’s needed. I joined Cytiva recently, and with OptiRun™ View support my product knowledge has greatly increased, and I have the confidence to work on a varied range of systems.

Malcolm Mitchell with smart glasses
European Service Specialist – Digital

Learn more about OptiRun™ Service Solutions.