When a pharmaceutical company, laboratory, or any research entity purchases high-end high-performance liquid chromatography (HPLC) equipment and instrumentation, its relationship with the manufacturer does not end at the point of sale. In fact, that relationship is likely just beginning.
It’s when service and support professionals such as Michael Heidorn play a vital role. Heidorn, an HPLC factory support specialist for Thermo Fisher Scientific, advises the company’s service engineers on technical issues involving equipment, helps customers maximize their instrument productivity and makes service calls to address product issues at customer facilities.
“Through my role, I ensure that our customers can continuously run their applications using our products,” said Heidorn, who is based in Germering, Germany. “Whether they are analyzing food or medicine for harmful substances, or researching and developing new drugs to fight diseases like cancer, they need to maximize instrument uptime, and we help them foresee issues before they occur.”
When Thermo Fisher introduces new instruments, such as the innovative Thermo Scientific Vanquish UHPLC systems, a groundbreaking solution for HPLC application needs, specialists like Heidorn are at the ready. He develops service training materials and leads workshops to ensure that Thermo Fisher engineers and customers are able to use HPLC instruments to the extent of their capabilities.
Heidorn began his career at Thermo Fisher in research and development, helping to develop new principles and innovative technologies in HPLC and UHPLC (ultra high-performance liquid chromatography). His role has evolved from R&D, to product management and marketing to service and support, where he now enjoys the daily opportunity to learn about new technologies and capabilities – and, most importantly, to apply those learnings toward customer productivity.
“While I have been with Thermo Fisher for about eight years, I learn more about our products and their applications almost every day,” said Heidorn. “Although I have worked closely with customers for years, I am always learning something new about them and their work.”
For Heidorn, the most rewarding part of his job is solving customer problems, so that they can maintain their focus on making the world a healthier, cleaner and safer place.
“It is a great feeling to know that I had a hand in making our customers’ success possible.”
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