Service and Support MS-Forum - July 2014

Stephaan Van Heerwaarde

Service&Support Manager NL

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Agenda

BNL Service Organization

Traditional Support versus Solution support

Q&A session.

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BNL Service Organization

• BNL -> 2 5Field Service Engineers

• BNL -> 10 ASP [Authorized Service partner]

• 1 team supports LDG + CAG + NMR

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Service Model to Support Solutions (CSO)

Regional

System Specialist

Field System

Engineer

Field System

Specialist

ASP’s

ASP’s

Authorised Service

Partners, certified by

Agilent, focus on HW

and non complex

solutions

Field System

Engineer, focus on

HW and non complex

solutions

FSE

FSS Field Support

Specialist, focus on

solutions

RSS

Regional Support

Specialst, focus on

complex solutions

and coop with

Factory

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APO

Regional System

Specialist

Regional Specialist

Regional/global

specialist network

AFO

Regional System

Specialist

EMEAI

Regional System

Specialist

Training and Escalation Mgmt

Factory/R&D

World Wide Solution support Model – Building professionals

SU Mgmt

Sales Mgmt

Service Mgmt

Connection of different

channels

Molecular

Elemental

LCMS

LC

GC

GCMS

Genomics

Regional System

Specialist

Social Networking CSO Community

LC LC

MS

GC

ICP

MS

GC

MS

UV

VIS

BIO

Enable Professional support for customers

Combine HW, SW and application support

Regional

System Specialist

Field System

Engineer

Field System

Specialist

ASP’s

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Specialists

Pasi Vuorinen

EMEAI – Specialists

GCQQQ GC-QTOF LC Solutions LCQQQ LC TOF/QTOF Molecular

Spectroscopy

Elemental

Spectroscopy

Pasi

Vuorinen

Pasi

Vuorinen

Danny

Mobbs

Volker

Haeupl Jos Lips Simon Boyd

Richard

Rigg

Benelux Jan Van Laar Jan Van Laar Marco Scholten Henk Kerstholt Frederic Abts Kris Vandelvelde None

France Alain Murris Thierry Jeanneau Audrey Meynet Didier Goncalves Maxime Grives Ludovic Brumelet None

Germany Volker Hintschich Volker Hintschich Stefan Fenzel Ruediger Meuser Richard Heinz Thomas Engel (UV)

Hubert Hoer (IR) None

India Baban Mahekar Baban Mahekar None Chander Mani Samir Vyas Gaurav Maheshwari None

Italy Roberto Riccio Fabrizio Ruggeri Alberto Busca Andrea Sironi Alberto Stocco Gianluca Copeta None

Nordic Tomi Hämäläinen Lars Bo Jensen Claus Ragnvald Olle Falk Lars Bo Jensen None None

Russia Vitaly Reshetnikov None None None None None None

Spain Manuel Otero Manuel Otero Victor Gomez Eukeni Cortazar Gerardo Loeches Jose Beneit None

Swiss None None Dominik Schlereth Jean Codourey Pierre Brand None None

Austria None None None Peter Schuetzner None None None

UK/Ire Rob Woolf Jon Roach Terry Watson James Miller William Greenland Maryanne Thomsen None

FSS

RSS

Regional System

Specialist

field System

Engineer

Field System

Specialist

ASP

Traditional Support versus Solution Support

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Extending our offer: Application Support

Instrument Sale

Installation Application

Set Up Instrument Operational

Manufacturer Customer B2B

Traditionally:

«we don’t mind about your Application Set Up »

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Instrument Sale

Installation Application

Set Up Instrument Operational

Manufacturer Customer

Manufacturer Customer

B2B

B4B

From B2B to B4B

Extending our offer: Application Support

Support model for Solution support

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Application Expertise within Agilent

Application Engineer

Field Service Engineer

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Application Expertise within Agilent: building the network

AE

FSS/FSE

Partner Labs

VARs

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The MAPs Resources: combining expertise

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