Customer Service
THE COMPANY
Customer Support
Global Service & Support (GSS): Keeping your system performing at its best
GSS is the service backbone of all SCIENION and Cellenion platforms. Certified to ISO 9001 standards, our global team delivers preventive maintenance, calibration, remote troubleshooting, and application support designed to keep your instruments performing at factory standards. With local teams in Europe, Asia, and the Americas, we ensure rapid response times and transparent, traceable service; because consistent performance isn’t optional.
OUR COMMITMENT
At GSS, support is not a ticketing system, it’s a commitment.
Every interaction is an opportunity to learn, improve, and ensure that your instrument performs flawlessly, today and tomorrow.
Our promise is simple: personal attention, technical excellence, and reliability that grows with you.
We care.
You’re never just a ticket number.
Our engineers listen, follow up, and take ownership of your challenges, because solving them helps us improve what we love doing.
Global Expertise, Local Presence
Our support network spans globally, ensuring help is always within reach.
Every region is staffed by experienced field engineers and application specialists who know your instruments, your workflows, and your language.
Wherever you are, you’re backed by the same GSS quality and responsiveness.
ISO-9001 certification
The ISO 9001 certification enables us to provide excellent services at a constant premium quality level for all customers. Well proven Standard Operating Procedures (SOPs) ensures a steady service performance to meet the customers’ needs and expectations.
Problem Solved, Not Just Closed.
Each request is treated with the same urgency and precision we apply to our instruments.
Remote or on-site, we’re committed to fast, effective resolutions anywhere in the world.
Experience that grows with you
With 20+ years of global service experience, we support you from first installation to full-scale production.
Your needs evolve: so does our support.
WHAT WE DO
Quick, careful commissioning and relocation performed by certified engineers, ensuring full functionality from day one and zero downtime. Our experts handle unpacking, installation, and site acceptance testing of new systems, as well as professional dismantling, packing, and reinstalling during relocation. We take care of logistics, transport insurance, and calibration so your instrument performs flawlessly in its new home.
Get the most from your system through expert training and official certification. Certified users gain access to our online Helpdesk and future upgrade consultations. Upon standard instrument purchase, initial on-site Basic Training ensures your team is ready for daily use. After 6–8 weeks, Advanced Training deepens understanding of software, QC, and automation features.
From software questions to complex workflows, our specialists are here to help, remotely or on-site. We offer responsive helpdesk support, phone and email assistance, and in-depth application guidance. Our multilingual team of engineers and scientists ensures efficient troubleshooting, optimization, and knowledge sharing across research and production environments.
Preventive Maintenance Inspection (PMI) and fast troubleshooting keep your instrument performing at factory standards, because uptime matters. We replace wear parts, test axes and pumps, and recalibrate electronics to reduce risk of downtime. Our engineers also provide remote or on-site repairs with full packing and transportation support when required.