In this customer sucess story, we spotlight one of the largest biotech institutes in Latin America, where field service technician Edson Pinto and his colleagues have maintained pre-pandemic levels of service through each wave of the global crisis.
Field Service Engineer
Services Manager LATAM
“We have around 70 instruments there — new and old, from the smallest lab scales to the largest in our bioprocess lines,” Edson says. “Since the beginning of the pandemic, this customer was quick to not only implement security protocols, given its importance in this scenario, to transmit these guidelines nationwide. And if they couldn’t stop, we couldn’t stop either.”
After spending about a month adjusting to new safety protocols, Edson and the team were back to pre-pandemic volumes for service, including installations, qualifications (IQOQs), preventive maintenance, and corrective maintenance. “This totals more than 200 work orders finalized between March 2020 and June 2021,” he says. ”In May 2021, we delivered four key instruments for a COVID-19 vaccine production line.”
“This institute in Brazil is important in research and development of vaccines for yellow fever and other tropical viruses,” says Hugo Rosin, Cytiva’s area service manager for Latin America. “The client is very large – the campus is almost a city.” In addition to servicing equipment, Edson also works with and trains users, “some with 30 years of experience and others who have just joined, a person with a PhD and recent graduates, a research and production team,” says Hugo. “It’s incredible to see how Edson manages to adapt to all these different types of users to explain Cytiva's technologies and help them get the best performance from our instruments.”
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