VWR High-Value Equipment Power Plays
This cold-storage workhorse operates at approximately –80°C, protects high-value samples, runs 24/7, and is one of the largest investments by many customers – making preventive maintenance (PM) essential.
What is an ultra-low temperature (ULT) freezer?
Service takeaway:
High asset value + uptime critical + always-on = PM conversation & prime service bundle.
This service is a scheduled checkup that helps keep equipment running reliably, prevent unexpected breakdowns, and extend asset life.
What is preventive maintenance?
Service takeaway:
Planning maintenance prevents downtime, keeps customers productive, and protects asset investments.
During a lab walkthrough, you see multiple “Do Not Use” signs. The customer explains that the certifications have expired. What should you recommend next?
What is to connect the customer to the ES team?
Service takeaway:
Certification needs for any equipment --> Contact Equipment Services team
This team provides onsite equipment readiness support ensuring equipment is properly staged and prepared before experiments, services, or installation – reducing delays and surprises.
What is the Lab and Production Services (LPS) team?
Service takeaway:
Scientific service add-on great for customers already leveraging our onsite services
For VWR proprietary equipment that are under manufacture warranty, should the sales team contact Customer Service as the first step when an issue is reported?
What is a Yes?
Service takeaway:
Equipment under warranty needs to be serviced by the OEM themselves within the warranty timeframe. Customer Service team can coordinate communication.
This benchtop instrument measures mass to high precision, requires routine calibration to stay accurate, and is commonly audited in regulated lab environments.
What is a balance?
Service takeaway:
Accuracy-driven equipment = recurring calibration revenue.
When a critical instrument suddenly fails mid-project, this service is used to diagnose and fix the issue as quickly as possible.
What are reactive repairs?
Service takeaway:
Fast repair service minimizes downtime and helps labs stay on schedule — a key customer concern.
A biotech customer mentions an upcoming audit and asks whether their incubators are “fully qualified and documented.”
What are validation services, including IQ/OQ/PQ?
Service takeaway:
Audit language = validation opportunity every time.
When customers relocate labs, this team works with Equipment Services to plan, optimize, and manage the process to ensure proper move and reinstallation of the equipment and instruments.
What is the Business Process Consulting (BPC) team?
Service takeaway:
BPC + ES team = Comprehensive lab relocation services
If a customer reports an issue with equipment purchase from us that is no longer under manufacture warranty, should the sales team direct the customer to contact the OEM directly?
What is a No?
Service takeaway:
Young equipment out of OEM warranty is a great candidate for Service Contracts -> Connect them with the ES team!
This equipment is used for drying, curing, or heating and often requires temperature uniformity verification as part of preventive maintenance.
What is an oven?
Service takeaway:
Temperature uniformity = PM + temperature mapping
This service ensures an instrument matches recognized standards, supporting accuracy, traceability, and compliance.
What is calibration services?
Service takeaway:
Traceable calibration supports compliance with FDA, ISO, and other regulatory requirements.
A customer says their ULT freezer holds valuable research materials and asks how to keep it running at peak performance. What do you recommend?
What is a preventive maintenance service?
Service takeaway:
Always inquire about the last PM service timing & contact Equipment Services team
This team supports new lab design and installations, including fume hoods and biosafety cabinets, which are then serviced by VWR Equipment Services.
What is the furniture team?
Service takeaway:
PM and validation services are great fit for hoods & BSCs
A customer calls asking for the status of their post-calibration certificate they expected within a week. Should the sales team follow up with the Equipment Services team?
What is a Yes?
Service takeaway:
Post-calibration certificates usually take 5–7 business days to generate and send to the customer.
This benchtop instrument separates samples by spinning at high speeds, contains motors and rotors, and benefits from regular preventive maintenance for safe, reliable operation.
What is a benchtop centrifuge?
Service takeaway:
Moving parts + safety requirements = strong PM and repair opportunity.
This service verifies that new installation is correct, operates as intended, and performs consistently.
What is validation services (IQ/OQ/PQ)?
Service takeaway:
Validation builds confidence in results and documentation for regulated environments.
A fast-growing biotech is adding equipment quickly but lacks a structured way to manage service and compliance. What Solution fits best?
What is an end-to-end equipment lifecycle service approach?
Service takeaway:
Growth = proactive service strategy opportunity.
This upcoming digital platform gives customers one centralized place to submit service requests, track progress, and view service history for enrolled equipment.
What is the Equipment Service Hub?
Service takeaway:
ES Hub is great for academic and smaller biotech customers
When a customer requests a spare part that is not listed in the VWR catalog, should the sales team decline the request directly?
What is a No?
Service takeaway:
VWR services team has access to spare parts of certain OEMs. Sales team can check with the ES team to verify.
Available in CO₂ and general-purpose models, this equipment supports cell culture and microbiology workflows and often requires qualification or validation in regulated labs.
What is an incubator?
Service takeaway:
Regulated workflows = IQ/OQ/PQ opportunity.
This agreement bundles services like preventive maintenance, calibration, and repair into one plan that simplifies budgeting and provides long-term support.
What are service contracts?
Service takeaway:
Predictable service costs & ongoing support = easier to protect uptime and manage equipment lifecycle
A customer says they’re frustrated managing multiple service vendors and tracking repairs across different equipment types.
What is a consolidated service solution and vendor management support?
Service takeaway:
Vendor fatigue = opportunity to position Avantor as a single service partner.
This team helps customers source items outside our standard catalog, including select equipment spare parts, enabling purchasing through one VWR platform.
What is the MarketSource?
Service takeaway:
MarketSource is a great tool for customer’s specialty sourcing needs. You don’t need to say “we don’t offer this product” anymore.
A regulated customer with a large asset base wants to consolidate services and discuss a customized, long-term solution. Should the sales team connect with the Customer Development team?
What is a Yes?
Service takeaway:
Avantor can provide a one-stop shop for all Technical Service needs. Contact ES Management team under Customer Development for support.