February 09, 2022

Service success story: the steady hum of progress

By Cytiva

When you’re in charge of a facility producing patient therapies, you have a lot to keep track of. Equipment service shouldn’t be one of them.


Andy Chang

Andy Chang
Regional Service Leader

Kevin Jimenez

Kevin Jimenez
Field Service Engineer

Your biopharma manufacturing operations may grow larger or more complex, but keeping track of your equipment doesn’t have to get more complicated. Recently, a customer came to us with a request to simplify the process of requesting service or repairs. This customer is a US pharma company with a portfolio of cell therapy cancer treatments with a demanding production schedule. Between its two locations, the company relies on almost 200 Cytiva instruments to help get its products to patients.

The sheer volume of equipment and the highly regulated nature of immuno-oncology means even small hiccups can lead to bigger issues down the road, so regional service leader, Andy Chang and field service engineer, Kevin Jimenez visit both company sites weekly and check in frequently with their contact at the facility.

Andy and Kevin also had another timely resource to offer the customer: our new My Equipment web tool for tracking equipment history and raising service requests.

”My Equipment is a good answer to their operational outcomes, as it helps them gain time by requesting service quickly whenever needed,” says Andy.

At Cytiva, we measure our service team’s success by our customers’ satisfaction. So we were thrilled when the company reached out to offer feedback. Here’s what the Sr. Facilities Operations Specialist had to say:

"I want to let you know that as the representative that works with Andy Chang on a weekly basis, he has been nothing but exceptional. Which leads me to my next point. I have only worked with Kevin Jimenez a short time, but through the past month of working with him, he has been nothing short of perfect with his quick response to repairs and instant turnaround with service reports. I appreciate the work and look forward to all the work coming up. The new My Equipment tool for repairs has been amazing. It has made the whole process incredibly streamlined and the response to any issues almost immediate. I just wish all my vendors operated this way.”

Congrats to Andy Chang and Kevin Jimenez on a job well done!

Learn more about OptiRun™ Service Solutions.

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