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.
An ultra-low temperature (ULT) freezer
Service takeaway:
High asset value + uptime critical + always-on = service bundle with PM and temperature mapping
This service is a scheduled checkup that helps keep equipment running reliably, prevent unexpected breakdowns, and extend asset life.
Preventive Maintenance (PM)
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?
Connect the customer to the ES team
Service takeaway:
Certification needs for any equipment --> Contact the 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.
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?
No, you should contact the Equipment Services team directly
Service takeaway:
Equipment Services team in Europe services all equipment, including those under manufacture warranty.
This benchtop instrument measures mass to high precision, requires routine calibration to stay accurate, and is commonly audited in regulated lab environments.
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.
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.”
Recommend calibration and 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.
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 warranty, should the sales team direct the customer to contact the OEM directly?
No!
Service takeaway:
Young equipment out of warranty is a great candidate for Service Quotes --> Always connect them with the Equipment Services team!
This equipment is used for drying, curing, or heating and often requires temperature uniformity verification as part of preventive maintenance.
An oven
Service takeaway:
Temperature uniformity = PM + temperature mapping
This service ensures an instrument matches recognized standards, supporting accuracy, traceability, and compliance.
Calibration Services
Service takeaway:
Traceable calibration supports compliance with FDA, EMA, ISO, and other regulatory requirements. VWR Services hold accreditation for ISO17025 in 7 countries across Europe.
A fast-growing biotech is adding equipment quickly but lacks a structured way to manage service and compliance. What Solution fits best?
Asset management solution
Service takeaway:
Growth = proactive service strategy opportunity.
This digital solution can be applied to equipment for a wide range of remote tracking and monitoring purposes, such as temperature tracking, power consumption analytics, and performance prediction, etc.
IoT Sensors
Service takeaway:
VWR Services team partners with strategic suppliers n the space to provide customers an automated experience in tracking and monitoring
A customer calls asking for the status of their calibration certificate they expected within a week. Should the sales team follow up with the Equipment Services team?
Yes
Service takeaway:
Calibration certificates are usually sent electronically. In some cases, they need to go through verification flows for final approval, which may add to TAT. This is done to ensure compliance and protect 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.
A benchtop centrifuge
Service takeaway:
Moving parts + safety requirements = strong/mandatory PM and calibration opportunity.
This service verifies that new installation is correct, operates as intended, and performs consistently.
Validation / Qualification Services (IQ/OQ/PQ)
Service takeaway:
Validation & qualification build confidence in results and documentation for regulated environments.
A customer says their ULT freezer holds valuable research materials and asks how to keep it running at peak performance. What do you recommend?
Preventive maintenance (PM) service and calibration / temperature mapping
Service takeaway:
Inquire about the last PM service timing & contact Equipment Services team
This upcoming digital platform allows customers to directly order spare parts and consumables needed for their equipment.
VWR eCommerce website (the webshop)
Service takeaway:
All spare parts are loaded to the VWR webshop for easy search & find. ES team is always happy to support with spare part identifications.
When a customer requests a spare part that the sales team has never heard before, should you decline the request directly?
No
Service takeaway:
VWR services team has access to original spare parts across the portfolio with very few exceptions. 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.
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, provides long-term support, and establishes customer expectations.
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.
Asset management solution
Service takeaway:
Vendor fatigue = opportunity to position VWR Services as a single service partner to consolidate service solutions and vendor management
This team helps customers source items outside our standard catalog enabling purchasing through one VWR platform.
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?
Yes
Service takeaway:
Avantor can provide a one-stop shop for all Technical Service needs. Contact ES Management team under Customer Development for support.