PEAK-Service structure Founded in 1992, 90 field service engineers in Europe European Headquarters in Germany (Darmstadt) Corporate management Technical.

PEAK-Service structure

Founded in 1992, 90 field service engineers in Europe

European Headquarters in Germany (Darmstadt)

Corporate management

Technical support (IT, logistics...)

European subsidiaries

France (Montpellier), UK (Cambridge), Austria (Vienna)

Partnerships : Nordic Service group for northern Europe, Hi-Tec Support

for Switzerland and Italy

American subsidiary

Based in Boston (Merrimack, NH)

Founded in 2006, in partnership with the OEM manufacturer KMC

PEAK-Service: vision

Our field of expertise

We sell technical service, and nothing else

We are specialized in instrumentation used in the medical and research

fields (medical diagnostic, healthcare, analytics, laboratory equipment)

Our approach

One single partner, one single quality level, for all your service needs

Only engineers certified by our partner touch the instruments

Our offer

We offer all types of service activities, and all reaction times

We design each partnership individually to suit the needs of our partners

Service activities

Geographic coverage – à la carte

Europe (interventions inside and outside of the countries where we are based)

United States

Service activities – à la carte

Application : installation, user training, qualification, update, corrective action

Repair : on-site repair (any reaction time)

Preventative maintenance : on-site intervention, with management of the yearly

planning

Workshop : preventative maintenance, repair, refurbishment

Service support : sale and management of service contracts, hotline, technical

support, spare parts management (stocks, 24h on-site delivery) customer

invoicing, service statistics, service management software (with full traceability)

Structure of a PEAK-Service subsidiary

Main office : activities managed by our service management software

Database for customers and instruments

Logging of customer calls

Real-time planning and supervising of on-site interventions

Invoicing

Logistics (spare parts)

Field service team : main characteristics

Based locally, responsible for a region

Tools and stock of spare parts

Laptop with internet access (3G cards), and cell phone

Service management software (updated in real-time)

General workflow

Customer call, opening of a CSR (customer service request)

Intervention planning (office)

Diagnostic confirmation / control of instrument history

Logistics management

Customer contact as required (e.g. within 2-4 hours)

On-site intervention (field service team)

Intervention following CSR instructions

Electronic service report

Administrative follow-up (office)

Control of service report, CSR closing

Invoicing and sending of service report to our partner

Why work with PEAK-Service ?

To concentrate on your key expertise

We are a dedicated service provider : benefit from a strong experience and

from a solid infrastructure

We act on your behalf, you receive full reporting of the service activities, and

you receive all the associated statistical data

To cut down your fixed costs, and to be more reactive

You externalize an activity that requires a lot of staff, and which volume is

highly variable from month to month

The launch and retirement of instrument lines is done smoothly : our

structure is in place, call us when you need us

To establish a long-term partnership, based on quality

PEAK-Service group

2- References

PEAK-Service references

Medical diagnostic / healthcare

BRAHMS, Roche Diagnostics, DDD, Diasys, Gentra, Hitachi,

Innogenetics, Medion, Orgentec, Ortho, Sarstedt, Olympus, SCIL,

Sysmex, VWR, Bee Robotics...

Medical

Terumo, Werfen, Guerbet, Medtronic. OTSUKA...

Laboratory equipment

Eppendorf, VWR, Binder, Hettich, Hermle, TFS/Kendro, Biozym

AdvantageLab...

Analytics

VWR (Hitachi), Parker, Eppendorf, Analytic Jena, Fisher...

Daily workflow

1- Intervention flowchart

Typical Workflow

Car stock

PEAK technician

Dispatching

PEAK-Service

Technical expert

Main stock

Customer

Agilent

Main stock

Customer service

E-Repair

Customer call1

Transfer2

Electronictransfer

3

Intervention4

Technical support 5

Electronictransfer

6

Update7

Online access8

Parts shipment9

Service reports11

Parts shipment10

Invoicing12

Daily workflow

2- Administrative reporting and invoicing

Administrative workflow

Reporting, invoicing and traceability

Service reports are sent each month (or week) to our partner (with

the corresponding invoices)

The history of each instrument and of each customer is kept in our

database

The history of customer calls is kept in our database

Make it work.